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Q.1 Why have consumers/customers been so hyper-aware and so nervous?

 

a. Much more information is collected and seemingly available to more people at much

faster rate.

b. Much more information is collected and seemingly not available to more people at

much faster rate.

c. Much more information is not collected and seemingly available to more people at

much faster rate.

d. Much more information is not collected and seemingly not available to more people at

much faster rate.

 

Q.2 __________ organization try to segment their customers based on what product the

customer purchased.

a. Production-centered

b. Product-centered

c. Customer-centered

d. Consumer-centered

Q.3 The organizations make their special offer to the customers who will provide the

highest profit margins, greatest response rate and __________.

a. Lowest revenue

b. Greatest cost

c. Lowest cost

d. None of the given options

Q.4 If Mr. A buys 1,000 items from a super store with a profit margin of only Rs. 1 for

each item and Mr. B buys only 500 items from the same super store but the profit was

Rs. 5 for each item, which customer is the most valuable?

a. Mr. A

b. Mr. B

c. Both Mr. A & Mr. B

d. None of the above

Q.5 If two customers choose exactly the same package of certain service, but customer A

calls for help weekly and customer B calls only twice a year, which is most valuable

customer?

a. Both A & B customer

b. Customer A

c. Customer B

d. None of the above

Q.6 The customers who are not so-well-educated are called __________.

a. Loyal customer

b. Soft customer

c. None educated customer

d. Difficult customer

Q.7 All sensory impressions (Learning, seeing, smelling, feeling and tasting) are

telegraphed to our mind at the rate of approximately __________ per day.

a. 100, 0000 impressions

b. 10,000 impressions

c. 100,000 impressions

d. 110,000 impressions

Q.8 __________ is a tangible company asset that can (and should) be inventoried and

managed.

a. Geographical information

b. Customer information

c. Product information

d. All of the given options

Q.9 Both __________ depend on electronic information that has been collected

about customers, in place of human knowledge, to build and manage relationships.

a. CRM and e-CRM

b. Customer and consumer

c. Product and service

d. Service and idea

Q.10 __________ is the symptom of poor listening.

a. Listening Germinates Receptivity

b. Use correct level of language

c. Resist distractions

d. Eradicating details

 

Q.1 Which ONE of the following in not the requirement for managing customer?

a. Need and want of customers

b. Measurement of most or least profitability of customer or product

c. Measurement of least growth potential of product or customer

d. Knowing which customers will be advocates and supporters

Q.2 CRM as a discipline that depends on people, process, information and

__________

a. Technology

b. Innovation

c. Discovery

d. All of the given options

Q.3 According to AOL Cyber study conducted in early in 2000, the increase form

__________ per cent of the internet community purchasing something online in

1998 to __________ per cent of the same group purchasing semi-regularly online in

1999.

a. 7, 32

b. 13, 42

c. 3, 42

d. 3, 32

Q.4 A __________ is a software application that enables a user to display and interact

with text, images, and other information for customers/consumers located on a

web page at a website on the World Wide Web or a local area network.

a. Web browser

b. HTML

c. HTTP

d. None of the given options

Q.5 Which one of the following is NOT a part of sales applications?

a. Compensation

b. Opportunity and Pipeline Management

c. Proposal Generation and Management

d. Budgeting and forecasting

Q.6 MRP is stand for __________

a. Materials resource pricing

b. Material resource planning

c. Material resource placing

d. None of the given options

Q.7 Acquiring the Right Customers, based on known characteristics, which drives

growth and increased profit margin, is a benefit of __________

a. CRM Process

b. eCRM

c. CRM

d. eCRM process

Q.8 Correlate, combine, cognize and __________ are the four C’s of CRM Process

a. Connect

b. Customer

c. Consumer

d. None of the given options

Q.9 Quicker attention and resolution of complaints lead to ________

a. High profits

b. Low cost

c. Favorable word of mouth

d. Stronger customer relationship

Q.10 Organization’s win-back programs should be _________.

a. Policy base

b. Reward base

c. Profit base

d. Sales base

2007

 

Q.1      Which of the following is NOT the general purpose of CRM?

 

(a)        Purpose of CRM is better managing their customers through the introduction of       reliable systems and methods.

(b)        Purpose of CRM is enable organizations to service their existing customers more      emphatically and more forcefully

(c)        Purpose of CRM is not developing processes and procedures for interacting new      customers.

(d)        All of above given options

 

Q.2      Geographical Concentration Means:

        

(a)        Group of customers

(b)        Specific geographical area

(c)        Thick city markets

(d)        Terrain of the soil

 

Q.3      Service Deficiency is known as:

 

(a)        Product defects

(b)        Inefficient service standards

(c)        Incorrect service provision

(d)        Identified in-sufficiency of service

 

Q.4      Customer demands from suppliers are:

      

(a)        Good people to handle them

(b)        Good price and discounts

(c)        Good Environment 

(d)        All of the above given options

 

Q.5      Front Office CRM Systems covering real-time aspects of sales related activity is      referred to as:

 

(a)        Automated Marketing

(b)        CRM Customer Communications

(c)        CRM Customer Services

 (d)       Sales Force Automation

 

 


Q.6      Which of the following reasons to lose the customer?

 

(a)        Price related reasons

(b)        Product related reasons

(c)        Service-related reasons

(d)        All of above given options

 

 

Q. 7     Relationship marketing approach has great significance from the organization’s        point of view. Which one of the following is true?

 

(a)        Relationship management is enhancement in customer recruitment cost

(b)        Relationship management is reduction of customer base

(c)        Relationship management is reduction in advertisement and other sales promotion   expenses

(d)        Relationship management is the loss of customer selectivity approach

 

 

Q.8      The implementing CRM approach may include:

 

(a)        Training of Employees

(b)        A Modification of Business Processes based on customers' needs

(c)        An adoption of Relevant IT Systems (including software and maybe             hardware)        and/or usage of IT service that enable the organization or company to follow its             CRM strategy.

(d)        All of above given options

 

Q.9      Which one of the following in NOT the propriety of handling handicap       customers.

 

(a)                Making the customer realize his or her handicap

(b)               Try to figure out things they cant say or explain

(c)                Don’t show any offence

(d)               Handle with special aids for the kind of helplessness

 

 Q.10   One objective of an overall __________ is to put the organization into a position to           carry out its mission effectively and efficiently.

 

(a)                Strategic management

(b)               Strategy formulation

(c)                Corporate strategy

(d)               All of above given options

 

2008

 

 

 

 

Q. 1 Customer relationship management does not move around which of the following?

(a) Customer retention

(b) Policies development

(c) Retain customers

(d) Customer satisfaction

 

Q.2 Which of the following is NOT the general purpose of CRM?

(a) Purpose of CRM is better managing customers through the introduction of reliable

systems and methods.

(b) Purpose of CRM is to enable organizations to service their existing customers more

emphatically and more forcefully.

(c) Purpose of CRM is not developing processes and procedures for interacting

new customers.

(d) All of above given options

 

Q.3 Service Deficiency is known as:

(a) Product defects

(b) Inefficient service standards

(c) Incorrect service provision

(d) Identified in-sufficiency of service

 

Q.4 The process of performing activities that increase the value of goods or services to

consumers is known as:

(a) Value development

(b) Value creation

(c) Value chain

(d) Value addition

 

Q.5 Incentive schemes, additional services and sentiments based scheme are called:

(a) Concentration on the paying ability of customers

(b) Building switching barriers

(c) Relationship based pricing schemes

(d) Differentiation in price and quality standards

 

Q.6 Life style is an important variables of which of the following market segmentation?

(a) Time segmentation

(b) Geographic segmentation

(c) Psychographics segmentation

(d) Demographic segmentation

 

Q.7 Customer service facilitation includes EXCEPT:

(a) Divert attention of customer

(b) Resolve problem

(c) Improve efficiency

(d) Provide full information

 

Q.8 Traditionally, stores have carried inventory to:

(a) Terminate production economies

(b) Eliminate forecasting uncertainty

(c) Provide better service for customers

(d) Prevent strikes or product shortages

 

 

 

Q.9 Supporting customers through the process of selecting, purchasing, and maintaining a

product or service is known as:

(a) Customer loyalty

(b) Customer satisfaction

(c) Customer services

(d) Customer retention

 

Q.10 Geographical Concentration Means:

(a) Group of customers

(b) Specific geographical area

(c) Thick city markets

(d) Terrain of the so

2008

 

1. Traditional marketing approach is not based on

  1. Gaining new customers
  2. Retaining Customers
  3. Individual transaction
  4. Market share

2. Customer who always   use your product over competitor’s product are called

     A. Regular customer

     B. Loyal customers

     C. New customer

      D. A&B

3. CRM is selling product or service by using

                A. Economic inducement

                B. Business inducement

                C. Psychological inducement

4. ------------- is performing activities that increase the value of goods or services to consumers.

                A. Value addition

                B. Value creation

                C. value chain

5. Which of the following is one of the CRM business drivers?

A. Inventory control

B. Increase revenues

C. Automation/productivity/efficiency

D. All of the above

6. Quicker attention and resolution of complaints lead to ________

A. High profits

B. Low cost

C. Favorable word of mouth

D. Stronger customer relationship

7.________ is the ability to be used on a large scale, and to be reliably expanded to whatever scale is necessary.

A. Scalability

B. Durability

C. Accountability

D. Adoptability

8. Why would developing a privacy program be worthwhile for a company?

A. So competitors can't steal its information

B. To keep company secrets "in house"

C. In order to demonstrate its respect for customer privacy

 D. In order to demonstrate its lack of respect for customer privacy

 E. Privacy policies are required by law

9. Analytical CRM analyzes customer data for following purposes except

A. Design and execution of targeted marketing campaigns to optimize marketing effectiveness.

B. Measuring and Optimizing Customer Relationships

C. Delivers personalized and efficient marketing, sales, and service through multi-channel collaboration

D. Data mining

10. -------------- involves the area of Customer Service and Support.

A. Collaborative CRM

B.  Analytical CRM

C. Operational CRM

D. None of the Above

 2008

 

1. Which of the following process deals with the concept of designing marketing communications programs

those coordinate all promotional activities to provide a consistent message across all audiences?

Integrated marketing communications

Relationship marketing

The marketing mix

Direct marketing

2. What is the largest media which we adopt for intensive interaction with respect to direct response? 

 Telemarketing 

  Door-to-door 

  Broadcast

Mail 

3. Which of the following statements describes a key difference between advertising and publicity?

Publicity is more expensive on a cost-per-contact basis than advertising.

Publicity is usually directly paid, and advertising is usually indirectly paid.

Advertising is usually directly paid, and publicity is usually indirectly paid.

Publicity always has a much greater reach than advertising.

4. Mention the characteristics of good CRM that this system contains.

Integration between the customers calls and e-mails

Does not need integration between the customers calls and e-mails

Has never had the customers calls and e-mails integrated

Integration between the customers calls and the headsets the agents wear

5. Which aspect of a message focuses on new information or ideas?

  Channel 

 Relationship 

  Content 

  Context 

6. A specified demographic group for which an advertising message is designed , is know as:

Target Audience

Lobbying efforts

Spin

Astroturf

7. Which of the following is heading the activities by which group pressures are brought to bear on

legislatures, the legislative process, and all aspects of the public-policy-making process?

Lobbying

Spin

Astroturf

Press Conferences

8. Which one of the following is not a typical CRM application? 

Proposal preparation systems 

  Lead management systems 

  Call management  

  Sales support systems 

   Customer records 

9. Which of the following is not a characteristic of the business-to-business arena?

   Large markets 

   Wide geographic spread 

   Low average spend per customer 

   Complex buyer behavior

10. Which of the following links, the organization to its individual customers, employees, suppliers, and

other partners for their mutual long-term benefits?

Social responsibility

Relationship marketing

Suppliers' interests

Producers' interests

 

2007

 

Q.1      Which of the following is NOT the general purpose of CRM?

 

(a)        Purpose of CRM is better managing their customers through the introduction of       reliable systems and methods.

(b)        Purpose of CRM is enable organizations to service their existing customers more      emphatically and more forcefully

(c)        Purpose of CRM is not developing processes and procedures for interacting new      customers.

(d)        All of above given options

 

Q.2      Geographical Concentration Means:

        

(a)        Group of customers

(b)        Specific geographical area

(c)        Thick city markets

(d)        Terrain of the soil

 

Q.3      Service Deficiency is known as:

 

(a)        Product defects

(b)        Inefficient service standards

(c)        Incorrect service provision

(d)        Identified in-sufficiency of service

 

Q.4      Customer demands from suppliers are:

      

(a)        Good people to handle them

(b)        Good price and discounts

(c)        Good Environment 

(d)        All of the above given options

 

Q.5      Front Office CRM Systems covering real-time aspects of sales related activity is      referred to as:

 

(a)        Automated Marketing

(b)        CRM Customer Communications

(c)        CRM Customer Services

 (d)       Sales Force Automation

 

 


Q.6      Which of the following reasons to lose the customer?

 

(a)        Price related reasons

(b)        Product related reasons

(c)        Service-related reasons

(d)        All of above given options

 

 

Q. 7     Relationship marketing approach has great significance from the organization’s        point of view. Which one of the following is true?

 

(a)        Relationship management is enhancement in customer recruitment cost

(b)        Relationship management is reduction of customer base

(c)        Relationship management is reduction in advertisement and other sales promotion   expenses

(d)        Relationship management is the loss of customer selectivity approach

 

 

Q.8      The implementing CRM approach may include:

 

(a)        Training of Employees

(b)        A Modification of Business Processes based on customers' needs

(c)        An adoption of Relevant IT Systems (including software and maybe             hardware)        and/or usage of IT service that enable the organization or company to follow its             CRM strategy.

(d)        All of above given options

 

Q.9      Which one of the following in NOT the propriety of handling handicap       customers.

 

(a)                Making the customer realize his or her handicap

(b)               Try to figure out things they cant say or explain

(c)                Don’t show any offence

(d)               Handle with special aids for the kind of helplessness

 

 Q.10   One objective of an overall __________ is to put the organization into a position to           carry out its mission effectively and efficiently.

 

(a)                Strategic management

(b)               Strategy formulation

(c)                Corporate strategy

(d)               All of above given options

 

 

Q.1      Which ONE of the following in not the requirement for managing customer?

a.   Need and want of customers

b.   Measurement of most or least profitability of customer or product

c.   Measurement of least growth potential of product or customer

d.   Knowing which customers will be advocates and supporters

 

Q.2  CRM as a discipline that depends on people, process, information and

__________

a.   Technology

b.   Innovation

c.   Discovery

d.   All of the given options

 

Q.3     According to AOL Cyber study conducted in early in 2000, the increase form

__________ per cent of the internet community purchasing something online in

1998 to __________ per cent of the same group purchasing semi-regularly online  in

1999.

a.   7, 32

b.   13, 42

c.   3, 42

d.   3, 32 

 

Q.4  A __________ is a software application that enables a user to display and interact

with text, images, and other information for customers/consumers located on a

web page at a website on the World Wide Web or a local area network.

a.   Web browser

b.   HTML

c.   HTTP

d.   None of the given options

 

Q.5     Which one of the following is NOT a part of sales applications?

 

a.   Compensation

b.   Opportunity and Pipeline Management

c.   Proposal Generation and Management 

d.   Budgeting and forecasting

 

Q.6     MRP is stand for __________

 

a.   Materials resource pricing

b.   Material resource planning

c.   Material resource placing

d.   None of the given options

 

Q.7  Acquiring the Right Customers, based on known characteristics, which drives

growth and increased profit margin, is a benefit of __________

 

a.   CRM Process

b.   eCRM

c.   CRM

d.   eCRM process

 

Q.8     Correlate, combine, cognize and __________ are the four C’s of CRM Process

 

a.   Connect

b.   Customer

c.   Consumer

d.   None of the given options

 

Q.9     Quicker attention and resolution of complaints lead to ________

 

 

a.   High profits

b.   Low cost

c.   Favorable word of mouth

d.   Stronger customer relationship

 

Q.10  Organization’s win-back programs should be _________.

 

a.   Policy base

b.   Reward base

c.   Profit base

d.   Sales base 

2009

 

 

Question # 1 of 10
Which of the following is an element of an organization’s internal-environment? Select correct option:

Wholesalers
Retailers
Employees
Competitors
Question # 2 of 10
Which of the following refers to Companies often failure to predict changes, either slow or long range to at least calculate their impact on their product and customers? Select correct option:

Failure to obtain Senior Management Commitment
Poor Communications
Failure to Coordinate
Inability to Predict Environmental Reaction
A _____ is an organized collection of comprehensive information about individual customers or prospects. Select correct option:
Business database
Customer mailing list
Customer database
Marketing database
Supporting customers through the process of selecting, purchasing, and maintaining a product or service is known as: Select correct option:
Customer loyalty
Customer satisfaction
Customer retention
Customer services
All of the following statements are principles of communication, EXCEPT: Select correct option:
Communication is a system
Communication is static
Communication can be intentional or unintentional
Communication is a process
Operational customer relationship management supports which of the following function? Select correct option:
Front Office
Customer campaigns
Effective interaction
Data mining
Question # 10 of 10
which of the following is NOT a dimension of service quality? Select correct option:

Empathy
Assurance
Reliability
Competence
Question # 1 of 10
Customer Service Culture includes all EXCEPT: Select correct option:

Traits
Value
Norms
Behavior
Question # 2 of 10
Promoters are those customers who? Select correct option:

Use product occasionally
Use product when required
Recommend a company to others
Use product continuously
Question # 3 of 10
Companies can gain a strong competitive advantage through having better-trained people. This is known as: Select correct option:

Personnel differentiation
Product differentiation
Personnel training
Human resources parity
Question # 4 of 10
Which of the following is Not part of marketing mix? Select correct option:
Competitors
Pricing
Promotion
Product
Question # 5 of 10
how can complaints provide the firm with great value? Select correct option:

They provide a chance to prove the company is right
They can be a source of information for a company
Resolving those ties up important resources
They offer an opportunity to shed bad customers
Question # 6 of 10
Marketing relationships are: Select correct option:

Intensely personal, like human relationships
Intended to deliver short-term customer satisfaction
Intended to deliver long-term customer satisfaction
The most important element of the marketing mix
Question # 7 of 10
Which of the following is a special human trait that we need to sharpen and use very often in CRM? Select correct option:

None of the given options
Foresee
Forecast
Forecast and foresee
Question # 8 of 10
Horizon cat food mailed a packet of catnip seed to every person who visited its website. Along with the catnip seed was a note that advised consumers to visit http://www.horizon.com if they wanted to create a cat-friendly garden. This illustration is the best use of which concept for approaching prospect customer? Select correct option:

Print advertising
Direct marketing
Personal selling
Public relations
Question # 10 of 10
Which one of these is NOT the major area on which customer relationship management focuses? Select correct option:

Expansion of customer base
Reduction of advertising costs
Gaining new customers, no focus on existing ones
Personal information gathering and processing

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