0% 0 votes, 0 avg 88 Customer Relationship Management Welcome to the Corp Members Scheme Examination Portal. We wish you all the best as you kick start a wonderful career with usONLINE EXAMINATIONSThe online assessment is taken on completion of the training material. You will be asked 100 multiple choice questions with a pass mark of 50%. The answers are marked automatically so you will instantly know whether you have passed. If you don’t pass don’t worry! You can take the Exam againWhether you are a student on our platform or not we encourage you to email your enquires to our friendly team if you need help with anything at info@corpmemberscheme.com REGISTER TO START YOUR EXAMINATION 1 / 96 80. ________ is not a type of buying-decision behavior (a) Individual buying behavior (b) Complex buying behavior (c) Habitual buying behavior (d) Variety – seeking buying behavior 2 / 96 70. One of these is not the reasons why customers are challenging (a) They like your personality (b) They do not speak your language (c) They are impatient (d) They show an attitude of superiority 3 / 96 9. ……….. is the simplest and most direct type in which position has general authority over the lower position in the hierarchy (a) functional organization (b) staff organization (c) line organization (d) management organization 4 / 96 20. One of the functions of strength in SWOT analysis is that ………………… (a) it keeps the companies on their toes (b) it makes the companies to become bogged down (c) it males the companies to collect very good information but do not follow it up (d) none of the above 5 / 96 How many stages do we have in marketing segmentation (a) 1 (b) 3 (c) 5 (d) 7 6 / 96 44………….. is one of the most popular methods of determining a customer’s satisfaction (a) focus groups (b) customer intelligence information (c) comment cards (d) historical data 7 / 96 30. A plan or strategy designed indefinitely to maintain a good cordial relationship with the existing customers is known as ………… (a) customer satisfaction (b) customer retention (c) Customer service (d) customer care 8 / 96 34. The full meaning of FOB is ………… (a) Free on Board (b) Free on Buying (c) Free on Broadcasting (d) Free on Batch 9 / 96 35. ..…….. permits a specialist in a given area to enforce his direction within limited and clearly defined scope of authority (a) Functional organisation (b) Functional operation (c) Functional management (d) Functional department 10 / 96 4. Which type of organization is purely advisory (a) functional organization (b) staff organization (c) line organization (d) management organization 11 / 96 57. Comfort zone can be best described as ………………………….. (a) when a customer sees and gets what he/she wants (b) when a customer sees and gets what he/she needs (c) when a customer is secured with your products and services (d) when a customer is always enjoying your business facilities 12 / 96 46. Implement the best solution’ occurs at what stage in the problem-solving model (a) 3 (b) 4 (c) 5 (d) 6 13 / 96 68. Why coproduction works (a) Customers has some degree of ownership of the situation (b) Customers are not only contributing to customer service experience but also staying occupied instead of feeling that they are waiting endlessly (c) Customer service provider have someone who is sharing the work and responsibilities (d) All of the above 14 / 96 25. When we are talking about needs, emotions or issues that made the call or visit necessary in the first place, we mean ……….. (a) comfort zone (b) escalation procedure (c) personal baggage (d) human satisfaction 15 / 96 17. By convincing a buyer to take specific course of action through face to face contact is known as ……………….. (a) Publicity (b) Advertising (c) personal selling (d) direct marketing 16 / 96 43. Sometimes the most motivating action we can share with our customers is to………….. (a) manage them properly (b) recognize them very well (c) give them gifts (d) express our appreciation to them 17 / 96 86. Criteria for allocation of marketing cost includes all of the following except (a) Product (b) Customers (c) Price (d) Territories 18 / 96 63. The following are steps to empowering customer service providers except (a) Paint a picture of what you hope to accomplish (b) Reward and recognize positive examples and results of empowerment (c) Smile always at the customer when dealing with them (d) Allow workers to own their empowerment choice 19 / 96 32. Corporate generated surveys can collect a quantity of information or data which are ……… (a) not measurable (b) measurable (c) common (d) none of the above 20 / 96 82. Among these are the scope of service marketing management except (a) Service as activities (b) Service as play (c) Service as a concept (d) Service as a product 21 / 96 85. All of these are characteristics of service pricing except (a) Negotiation (b) Discount (c) Quality (d) Service 22 / 96 90. The BCG Model categorized product into all of these units of market share categories except (a) Cash cow products (b) Cash cat product (c) Cash dogs product (d) Question mark products 23 / 96 14. ………. refers to a sender manipulating information so that it will be seen more favourably by the receiver. (a) Overloading (b) Filtering (c) Distortion (d) All of the above 24 / 96 10. The systematic and thorough examination of a company marketing position is known as (a) Environmental analysis (b) Marketing audit (c) Performance analysis (d) Portfolio analysis 25 / 96 36. The following are pricing methods except ………………… (a) pricing based method (b) value based pricing (c) cost based pricing (d) competition based pricing 26 / 96 96. Among these is not policy and related terms (a) Rule (b) Law (c) Role (d) Procedure 27 / 96 7. The process of maintaining a balance among the products by a company is called ……………. (a) Marketing Strategies (b) Cost portfolio analysis (c) Product portfolio analysis (d) Focusing analysis 28 / 96 40.………… is a continuous attempt to satisfy and keep current customers activity involved in conducting business. (a) Customer service (b) Customer satisfaction (c) Customer care (d) Customer retention 29 / 96 37. When it is not possible to separate a seller and buyer for the customer’s need or service, it is called ………… (a) Inseparability (b) Heterogeneity (c) Perishability (d) Intangibility 30 / 96 13. ……….. is the procedure you use to recover from a situation where things went wrong and the customer has suffered. (a) Service recovered (b) Service recovery (c) Service recover (d) Service recoverer 31 / 96 39....……… states that authority and responsibility should flow in a clear unbroken line from the highest executive to the lowest (a) unity of command (b) scalar principle (c) exception principle (d) span of control 32 / 96 69. Which of these is not a method of communication? (a) Listening (b) Writing (c) Talking (d) Waiting 33 / 96 72. Evolutionary phases of global marketing include all of these except one (a) Domestic marketing (b) Export marketing (c) Import marketing (d) International marketing 34 / 96 65. Elements of leader effectiveness includes all of the following except (a) The dissatisfaction of subordinate (b) The moral or satisfaction of subordinate (c) Individual effectiveness of subordinate in accomplishing their tasks (d) The quality of products or services generated by subordinate groups 35 / 96 79. One of these is not an impetus for international strategic alliance (a) Technological (b) Managerial (c) Commercial (d) Strategic 36 / 96 23. …………. is one of the functional strategies (a) Strategic management (b) Strategic business (c) Human resources strategies (d) All of the above 37 / 96 77. The stages of the international product life cycle include all except the following (a) The new product stage (b) Growth stage (c) Increasing stage (d) Decline stage 38 / 96 61. One of these is not a barrier to problem solving and decision making (a) Knowing what to do (b) Resistance to change (c) Individual insecurity (d) Perception 39 / 96 54. The two common strategies of problem-solving are …………… and …………………. (a) Problem-solving process and problem-solving model (b) Brainstorming & diagramming (c) Developing negation skills and professional approaches (d) All of the above 40 / 96 2. Intangibility is one of the characteristics of …………… (a) unique service marketing management (b) service marketing dimension (c) service pricing (d) service activities 41 / 96 58. Which of these is not a need of every customer? (a) Price (b) Appreciation (c) Patronage (d) Action 42 / 96 18. A customer phone calls to make an appointment for a hair treatment is a type of …………. (a) Service (b) Care (c) customer service (d) customer care 43 / 96 24. The new product stage is a stage that a product will be ……………….. (a) taken out of the country from which it is produced (b) common to every individual in the country (c) delivered to every customer in the country (d) initially produced and sold mostly in the country in which it is developed 44 / 96 71. Which of these is not a concept for explaining a company’s orientation towards the market? (a) Introduction concept (b) Production concept (c) Product concept (d) Selling concept 45 / 96 31. The following are examples of what can be done to make a business more customer friendly except ………… (a) streamline the purchase process (b) keep wait time to a minimum (c) always make sure that customers have handshakes before leaving (d) make it easy to get assistance 46 / 96 94. Which among these is not a type of formal organisation (a) Role organisation (b) Line organisation (c) Staff organisation (d) Functional organisation 47 / 96 38. Quality is a general term which covers a number of matters that includes ………….. (a) Errors (b) freedom from minor defects (c) a slip-up (d) none of the above 48 / 96 28. Cost of internal distribution includes all except (a) Tariffs and duties (b) Value added tax (c) Local packaging and assembly (d) Credit practices 49 / 96 78. National legal systems vary on the following aspects except (a) The role of lawyers (b) The burden of proof (c) The rule of law (d) The need of the customer 50 / 96 6. The process that measures the current performance and guides it towards predetermined goals is known as …………………. (a) Directing (b) decision making (c) controlling (d) all of the above 51 / 96 97. Element of leadership includes all of these except (a) Issuing of order (b) Continual training (c) Obeying rules (d) Motivation of workers 52 / 96 3. When a cooperation takes place between two or more international firms in order to share production facilities, co-funding of research projects and marketing of each other’s products, it is known as ………… (a) international cooperative alliances (b) international strategic alliances (c) international marketing alliances (d) international joint alliances 53 / 96 56. The following are the categories of global marketing information requirements except ………. (a) marketing mix (b) competitor information (c) market potential (d) partnership marketing 54 / 96 15. The father of ‘scientific management’ is ………………… (a) Frederick W. Taylor (b) Robert Owen (c) Herbert A. Simon (d) Adam Smith 55 / 96 26. The golden rule stated that …………………….. (a) love your neighbours as you love yourself (b) like the others the way you like yourself (c) treat others like you would want to be treated (d) all of the above 56 / 96 27. A company that requires physical, financial and managerial resources for growth is operating under ………… (a) domestic marketing (b) international marketing (c) export marketing (d) multinational marketing 57 / 96 67. Which of these is not an example of co-production? (a) Self – service copy shop (b) Provision of convenience for customers (c) Payments at the pump station for gasoline (d) Car washes valid for 7 days 58 / 96 91. _______ is a management function which deals with deciding in advance what to do, when to do and how to do (a) Organizing (b) Staffing (c) Planning (d) Controlling 59 / 96 16. ………. is to assemble a group of people with knowledge and interest in a specific problem and encourage free flow of creative comments. (a) Brainstorming (b) Delphi (c) Casual model (d) None of the above 60 / 96 5. One of the best ways to handle a challenging customer is ………. (a) to focus on the customer's needs (b) to communicate with the customer effectively (c) to spend the greatest amount of our time with the customer (d) to understand the customer's language very well 61 / 96 62. All of these are the questions to ask when identifying consumption behavior except (a) What are customers buying (b) What was their questions (c) How much did they buy (d) What was their name 62 / 96 88. ________ is not a marketing strategy (a) Market niche strategy (b) Market challenger strategy (c) Market service price strategy (d) Market follower strategy 63 / 96 89. _______ is not a pricing strategy (a) Competitors pricing strategy (b) Pioneering pricing strategy (c) Penetrating pricing strategy (d) Promotional pricing strategy 64 / 96 100. ________ is not a policy issue (a) Diversification (b) Negotiation (c) Nepotism (d) Search for Niches 65 / 96 59. All of these are barriers to excellent customer service except (a) Unreliable equipment (b) Diligent service (c) Restrictive company policies (d) Out – of – date procedure 66 / 96 55. All communication problems can be treated in the following ways except ………………… (a) Effectiveness (b) Semantic (c) Functional (d) Technical 67 / 96 95. One of these is not a concept fundamental to organisation (a) Authority (b) Influence (c) Power (d) Responsibilities 68 / 96 74. Which of these is not among the acronyms for PEST Analysis? (a) Political (b) Environmental (c) Societal (d) Technological 69 / 96 42……….. is the way of adopting a specific strategy and consistently use it for a company’s marketing operations. (a) Marketing mix decision (b) Marketing concept (c) Market niche strategy (d) All of the above 70 / 96 41...……………. is the difference between the price of a product and what it costs to make that product. (a) Productivity analysis (b) Break-even point (c) Incremental concept (d) Contribution margin 71 / 96 22. The increased importance of planning in a business enterprise is the direct result of the changing environment in which the …… (a) Business operates (b) Buyers operate (c) Government operates (d) All of the above 72 / 96 98. Which of these is not included in the leadership types (a) People oriented leader (b) Benevolent-Autocratic leader (c) Dictatorial leader (d) Lassies-faire leader 73 / 96 93. According to Henry Mintzberg, the manager’s role involved all of the following except (a) Operational (b) Interpersonal (c) Informational (d) Decisional 74 / 96 93. _______ states that there is a limit to the number of subordinate that one supervisor should supervise (a) Unity of command (b) Exceptional principle (c) Span of control (d) Scalar principle 75 / 96 50. A self-appraisal can be performed simply by writing down …………… and ……………. (a) strengths and weaknesses (b) do's and don'ts (c) good and bad (d) all of the above 76 / 96 33. ……….. is the overall feeling of contentment with a customer interaction (a) Customer service (b) Customer satisfaction (c) Customer care (d) all of the above 77 / 96 52. Excellent customer service is so rare because it requires two things that the average person and organization are unwilling to commit to ………. and ………… (a) interacting with internal and external customers (b) dealing with buyers and sellers (c) accepting and producing goods (d) spending money and taking action 78 / 96 99. According to Robert Tennenbaum, the style of leadership manager chooses depends upon any of the following except (a) Forces in the manager (b) Forces in the subordinates (c) Forces in the situation (d) Forces in the environment 79 / 96 64. Which of the following is not a communication barrier (a) Distortion (b) Overcrowding (c) Filtering (d) Coding 80 / 96 81. Functional Alliance include all of the following except (a) Customer alliance (b) Production alliance (c) Marketing alliance (d) Financial alliance 81 / 96 11. The purpose of the escalation procedure is to have an outlet for …………………. Issues (a) Uncommon (b) Common (c) Unresolved (d) all of the above 82 / 96 73. The common themes that runs through the discourse of globalization include all of the following except (a) Ecological interdependence (b) Dominance and dependency (c) Acceptance acknowledgement (d) Homogenization of cultures 83 / 96 83. Which of these is not among the enhance 3Ps in the pillars of marketing (a) Product (b) Process (c) People (d) Physical facilities 84 / 96 53. Fixed costs plus Variable costs is ……………….. (a) Profit (b) Sales (c) breakeven point (d) none of the above 85 / 96 21. One of the benefits of internal marketing is …………………… (a) encouragement of employees' salaries (b) Improvement of employees' welfares (c) Improvement of customers retention and individual employee development (d) all of the above 86 / 96 75. Factors affecting pricing policies includes all of the following except (a) Cost of production (b) Profit maximization (c) Regulatory factors (d) Competitors pricing 87 / 96 51. In 5C analysis, …………… is not included (a) cooperation (b) climate (c) collaborators (d) competitors 88 / 96 48. …………. is a type of promotional mix in which marketing reach the targeted customers with techniques (a) sales promotion (b) corporate image (c) direct marketing (d) exhibition 89 / 96 76. Company’s engaged in international market because of the following reasons except (a) To expand the sales of the firm (b) To diversify their resources/technology/skills (c) To know more about the foreign markets and their customers (d) To follow existing customers who have moved overseas 90 / 96 60. One of these is not a technique for exceeding customer expectations (a) Customers knowing your company (b) Become familiar with your customers (c) Maintain consistency (d) Live up to your expectations 91 / 96 29. The following are the steps to empower customer service provider except………. (a) allowing workers to own their empowerment choice (b) allowing customers to own their empowerment choice (c) rewarding and recognizing positive examples and results of empowerment (d) committing for the long haul 92 / 96 47 One of the functions of management is ……………….. (a) post planning (b) post staffing (c) leadership (d) none of the above 93 / 96 87. The characteristics of effective segmentation include all of the following except (a) It must be measurable (b) It must be substantial (c) It must be achievable (d) It must be accessible 94 / 96 45. Which one of the following is not among Robert Katz’s approaches (a) technical skills (b) artificial skills (c) human skills (d) conceptual skills 95 / 96 12. The approach suggested by Peter Drucker and popularized by George Odiorne is ……………… (a) Service marketing management (b) Strategic business units (c) Management by objectives (d) All of the above 96 / 96 66. Characteristics of a good policy includes all of the following except (a) It is related to an objective of the firm (b) It allows for decision and interpretation (c) It is not subject to change and correction once approved Your score is 0% Restart quiz
Customer Relationship Management
Welcome to the Corp Members Scheme Examination Portal. We wish you all the best as you kick start a wonderful career with us
ONLINE EXAMINATIONS
The online assessment is taken on completion of the training material. You will be asked 100 multiple choice questions with a pass mark of 50%. The answers are marked automatically so you will instantly know whether you have passed. If you don’t pass don’t worry! You can take the Exam again
Whether you are a student on our platform or not we encourage you to email your enquires to our friendly team if you need help with anything at info@corpmemberscheme.com
1 / 96
80. ________ is not a type of buying-decision behavior
2 / 96
70. One of these is not the reasons why customers are challenging
3 / 96
9. ……….. is the simplest and most direct type in which position has general authority over the lower position in the hierarchy
4 / 96
20. One of the functions of strength in SWOT analysis is that …………………
5 / 96
6 / 96
44………….. is one of the most popular methods of determining a customer’s satisfaction
7 / 96
30. A plan or strategy designed indefinitely to maintain a good cordial relationship with the existing customers is known as …………
8 / 96
34. The full meaning of FOB is …………
9 / 96
35. ..…….. permits a specialist in a given area to enforce his direction within limited and clearly defined scope of authority
10 / 96
4. Which type of organization is purely advisory
11 / 96
57. Comfort zone can be best described as …………………………..
12 / 96
46. Implement the best solution’ occurs at what stage in the problem-solving model
13 / 96
68. Why coproduction works
14 / 96
25. When we are talking about needs, emotions or issues that made the call or visit necessary in the first place, we mean ………..
15 / 96
17. By convincing a buyer to take specific course of action through face to face contact is known as ………………..
16 / 96
43. Sometimes the most motivating action we can share with our customers is to…………..
17 / 96
86. Criteria for allocation of marketing cost includes all of the following except
18 / 96
63. The following are steps to empowering customer service providers except
19 / 96
32. Corporate generated surveys can collect a quantity of information or data which are ………
20 / 96
82. Among these are the scope of service marketing management except
21 / 96
85. All of these are characteristics of service pricing except
22 / 96
90. The BCG Model categorized product into all of these units of market share categories except
23 / 96
14. ………. refers to a sender manipulating information so that it will be seen more favourably by the receiver.
24 / 96
10. The systematic and thorough examination of a company marketing position is known as
25 / 96
36. The following are pricing methods except …………………
26 / 96
96. Among these is not policy and related terms
27 / 96
7. The process of maintaining a balance among the products by a company is called …………….
28 / 96
40.………… is a continuous attempt to satisfy and keep current customers activity involved in conducting business.
29 / 96
37. When it is not possible to separate a seller and buyer for the customer’s need or service, it is called …………
30 / 96
13. ……….. is the procedure you use to recover from a situation where things went wrong and the customer has suffered.
31 / 96
39....……… states that authority and responsibility should flow in a clear unbroken line from the highest executive to the lowest
32 / 96
69. Which of these is not a method of communication?
33 / 96
72. Evolutionary phases of global marketing include all of these except one
34 / 96
65. Elements of leader effectiveness includes all of the following except
35 / 96
79. One of these is not an impetus for international strategic alliance
36 / 96
23. …………. is one of the functional strategies
37 / 96
77. The stages of the international product life cycle include all except the following
38 / 96
61. One of these is not a barrier to problem solving and decision making
39 / 96
54. The two common strategies of problem-solving are …………… and ………………….
40 / 96
2. Intangibility is one of the characteristics of ……………
41 / 96
58. Which of these is not a need of every customer?
42 / 96
18. A customer phone calls to make an appointment for a hair treatment is a type of ………….
43 / 96
24. The new product stage is a stage that a product will be ………………..
44 / 96
71. Which of these is not a concept for explaining a company’s orientation towards the market?
45 / 96
31. The following are examples of what can be done to make a business more customer friendly except …………
46 / 96
94. Which among these is not a type of formal organisation
47 / 96
38. Quality is a general term which covers a number of matters that includes …………..
48 / 96
28. Cost of internal distribution includes all except
49 / 96
78. National legal systems vary on the following aspects except
50 / 96
6. The process that measures the current performance and guides it towards predetermined goals is known as ………………….
51 / 96
97. Element of leadership includes all of these except
52 / 96
3. When a cooperation takes place between two or more international firms in order to share production facilities, co-funding of research projects and marketing of each other’s products, it is known as …………
53 / 96
56. The following are the categories of global marketing information requirements except ……….
54 / 96
15. The father of ‘scientific management’ is …………………
55 / 96
26. The golden rule stated that ……………………..
56 / 96
27. A company that requires physical, financial and managerial resources for growth is operating under …………
57 / 96
67. Which of these is not an example of co-production?
58 / 96
91. _______ is a management function which deals with deciding in advance what to do, when to do and how to do
59 / 96
16. ………. is to assemble a group of people with knowledge and interest in a specific problem and encourage free flow of creative comments.
60 / 96
5. One of the best ways to handle a challenging customer is ……….
61 / 96
62. All of these are the questions to ask when identifying consumption behavior except
62 / 96
88. ________ is not a marketing strategy
63 / 96
89. _______ is not a pricing strategy
64 / 96
100. ________ is not a policy issue
65 / 96
59. All of these are barriers to excellent customer service except
66 / 96
55. All communication problems can be treated in the following ways except …………………
67 / 96
95. One of these is not a concept fundamental to organisation
68 / 96
74. Which of these is not among the acronyms for PEST Analysis?
69 / 96
42……….. is the way of adopting a specific strategy and consistently use it for a company’s marketing operations.
70 / 96
41...……………. is the difference between the price of a product and what it costs to make that product.
71 / 96
22. The increased importance of planning in a business enterprise is the direct result of the changing environment in which the ……
72 / 96
98. Which of these is not included in the leadership types
73 / 96
93. According to Henry Mintzberg, the manager’s role involved all of the following except
74 / 96
93. _______ states that there is a limit to the number of subordinate that one supervisor should supervise
75 / 96
50. A self-appraisal can be performed simply by writing down …………… and …………….
76 / 96
33. ……….. is the overall feeling of contentment with a customer interaction
77 / 96
52. Excellent customer service is so rare because it requires two things that the average person and organization are unwilling to commit to ………. and …………
78 / 96
99. According to Robert Tennenbaum, the style of leadership manager chooses depends upon any of the following except
79 / 96
64. Which of the following is not a communication barrier
80 / 96
81. Functional Alliance include all of the following except
81 / 96
11. The purpose of the escalation procedure is to have an outlet for …………………. Issues
82 / 96
73. The common themes that runs through the discourse of globalization include all of the following except
83 / 96
83. Which of these is not among the enhance 3Ps in the pillars of marketing
84 / 96
53. Fixed costs plus Variable costs is ………………..
85 / 96
21. One of the benefits of internal marketing is ……………………
86 / 96
75. Factors affecting pricing policies includes all of the following except
87 / 96
51. In 5C analysis, …………… is not included
88 / 96
48. …………. is a type of promotional mix in which marketing reach the targeted customers with techniques
89 / 96
76. Company’s engaged in international market because of the following reasons except
90 / 96
60. One of these is not a technique for exceeding customer expectations
91 / 96
29. The following are the steps to empower customer service provider except……….
92 / 96
47 One of the functions of management is ………………..
93 / 96
87. The characteristics of effective segmentation include all of the following except
94 / 96
45. Which one of the following is not among Robert Katz’s approaches
95 / 96
12. The approach suggested by Peter Drucker and popularized by George Odiorne is ………………
96 / 96
66. Characteristics of a good policy includes all of the following except
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