Customer Relationship Management exam quiz with answer

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Customer Relationship Management

1 / 20

Q: RFM analysis stands for...,

1. recency, frequency, monetary

2. requirement, fulfillment, monetary

3. recency, freebees, monitoring

4. repetition, frequency, momentary

2 / 20

Q: ...often used by catalog retailers and direct marketers.

1. RFM Analysis

2. Life time value

3. Market basket analysis

4. Customer pyramid

3 / 20

Q: ...are the most profitable customers in the customer pyramid.

1. Lead segment

2. platinum segment

3. Iron segment

4. Gold segment

4 / 20

Q: ...is the least profitable customers in the customer pyramid.

1. Lead segment

2. Platinum segment

3. Iron segment

4. Gold segment

5 / 20

Q: A commonly used measure to score each customer is...It is the expected contribution from the customer to the retailer's profits over his or her entire relationship with the retailer.

1. RFM Analysis

2. Life time value

3. Market basket analysis

4. Customer pyramid

6 / 20

Q: ...is a specific type of data analysis that focuses on the composition of the bundle of products purchased by a household during a single shopping occasion.

1. RFM Analysis

2. LTV scores

3. Market basket analysis

4. customer pyramid

7 / 20

Q: Three approaches that store-based retailers generally use to overcome the problem of identifying most customers who are making in-store transactions. The following is not the right approach:

1. Controlling the privacy concerns of the customers

2. Connecting internet purchasing data with the stores

3. Offering frequent shopper cards

4. Asking customers for their identifying information

8 / 20

Q: CRM is an iterative process that turns...into...

1. customer loyalty, customer data

2. customer data, customer loyalty

3. customer emotions, customer data

4. customer liability, customer data

9 / 20

Q: Researches have proven this fact that it costs 3 to 6 times more to sell product and services to...than to...

1. new customers, existing customers

2. existing customers, new customers

3. loyal customers, new customers

4. new customers, loyal customers

10 / 20

Q: High cost of offering the customer service and high value of the customer service to the shopper, for e.g.: transaction speed, credit, gift registry etc. is being termed as...

1. Patronage builders

2. Patronage solidifiers

3. Disappointers

4. Basics

11 / 20

Q: It is more worth nurturing relationships with some shoppers than with others; they are termed as...and they should be singled out.

1. Consumer cooperatives

2. Consumerism

3. Core customers

4. Buyer

12 / 20

Q: Customer service has the dimensions:

1. The services (facilities, concessions or infrastructure offerings)

2. Service offered by the store

3. Both (a) and (b)

4. Finance available with target customers

13 / 20

Q: The retailer needs to monitor and measure service quality of:

1. Only the frontline sales person within the store`

2. All departments/ functions, both at the front and back ends

3. The HR and sales deptt

4. The sales deptt. only

14 / 20

Q: ...is the 'surprise' attributes that add value for the customer beyond his or her desires or expectations.

1. Basic customer expectations

2. Expected customer expectations

3. Desired customer expectations

4. Unanticipated customer expectations

15 / 20

Q: ...is absolutely essential attributes of the experience.

1. Basic customer expectations

2. Expected customer expectations

3. Desired customer expectations

4. Unanticipated customer expectations

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Q: This is not one of the classification of customer expectations:

1. Basic and expected

2. Customer profile

3. Desired

4. Unanticipated

17 / 20

Q: Good services mean offering customers...

1. Offering service to customers as per their profile

2. Offering service equal to the price of goods/service

3. Offering service more than what is expected

4. Offering the product with best features and forget after that

18 / 20

Q: This is not the set of service standards used by the retailer for his customer.

1. Right strategy

2. Right systems and people

3. Right processes and people to deliver them

4. Service rendered as per the disposable income of the customer

19 / 20

Q: Customer service in retailing focuses on...

1. Customer paying capacity

2. Customer expectations

3. Customer profile

4. Customer desire

20 / 20

Q: One of the following is not the goal of customer service process flow:

1. Dependability

2. Responsiveness

3. Authority

4. Perish ability

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FAQ Customer Relationship Management exam quiz

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Q2: How many question in this online quiz for Cost and Customer Relationship Management multiple choice question?

Answer: There are 20s multiple choice question from question bank of Customer Relationship Management. Every time question will swap from online question bank. So you can test your knowledge and check percentages of correct/incorrect along-with answers.

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Customer Relationship Management exam quiz with answer

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