3. A _________ is an organized collection of detailed information about individual customers or prospects that is accessible, actionable and current for marketing purposes such as lead generation and others.
Correct : A. customer database
4. _______uses sophisticated mathematical and statistical techniques such as neutral networking and cluster analysis.
Correct : A. data mining
5. The main drawback of CRM is
Correct : D. all of the above
6. The marketing messages committed to customers wishes is a part of
Correct : A. permission marketing
7. The method used to assess real cost of providing services to an individual customer is
Correct : B. activity based accounting
8. _______is any occasion on which the brand or product is used by end customers.
Correct : A. customer touch point
9. _________ is the study of how individuals, groups and organizations select, buy, use and dispose off goods, services, ideas or experiences to satisfy their needs and wants.
Correct : A. consumer behavior
10. A consumer buying behavior is influenced by
Correct : C. both a and b
11. ________ exerts the broadest and deepest influence on buying behavior.
Correct : D. cultural factors
12. ________ is the fundamental determinant of a person’s wants and behavior.
Correct : A. culture
13. Indian marketers use a term called socioeconomic classification, which is based on the _______ of chief wage earner.
Correct : C. both a and b
14. Socioeconomic system classifies urban households into _____ broad categories.
Correct : B. 8
15. For the rural areas, the socioeconomic system use _________ of the chief wage earner.
Correct : A. occupation and type of home
16. Socioeconomic system classifies rural households into _____ broad categories.
Correct : C. 4
17. Social class is indicated by ________variables.
Correct : B. several
18. A person’s _________ are all the groups that have a direct or indirect influence on their attitudes or behavior.
Correct : B. reference groups
19. Process of manage information about customers to maximize loyalty is said to be
Correct : D. customer relationship management
20. In buyer decision process, percentage of potential customers in a given target market is called
Correct : C. marketing funnel
21. Aggregate value of customer's base is classified as
Correct : A. shareholder value
22. Record which is based on business customers past purchases, sales price and volumes is classified as
Correct : A. business database
23. Whole cluster of benefits when company promises to deliver through its market offering is called
Correct : A. value proposition
24. Third step in customer's value analysis
Correct : D. both b and c
25. All costs customer expects to incur to buy any market offering is called
Correct : C. total customer cost
26. Percentage or number of customers who move from one level to next level in buying decision process is called
Correct : A. conversion rates
27. Customized products and services for customers and interaction to individual customers are part of
Correct : B. customer relationship management
28. Company's 'customer relationship capital' is another name of
Correct : A. satisfied customers
29. Company's monetary, time and energy cost, all are included in
Correct : A. total customer cost
30. A person or company that yields a revenue more than incurred costs of selling and serving is called
Correct : C. profitable customers
31. Customers lifetime purchases that generate net present value of future profit streams is called
Correct : A. customer lifetime value
32. 'total customer benefits' includes
Correct : D. all of above
33. Programs designed for customers which is limited to any affinity group are classified as
Correct : A. club membership programs
34. First step in analysis of customer value is to
Correct : A. identify customers value attributes
35. Difference between customers evaluation including all costs incurred and benefits is called
Correct : A. customer perceived value
36. Process of building, organizing and using databases of customers to build customer relationship is classified as
Correct : A. database marketing
37. Perceived monetary value of all benefits which customers expect from a given product because of brand image is called
Correct : A. total customer benefit
38. System includes all experiences while using market offering is classified as
Correct : B. value delivery system
39. Number of customers or potential customers who will help in company's growth is classified as
Correct : A. customer base
40. Any occasion on which brand or product is encountered by end customers is called
Correct : A. customer touch point
41. Technique which tries to identify real cost of serving an individual customer is called