Corp Memberscheme
0% 0 votes, 0 avg 404 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 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 2 / 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 3 / 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 4 / 96 53. Fixed costs plus Variable costs is ……………….. (a) Profit (b) Sales (c) breakeven point (d) none of the above 5 / 96 85. All of these are characteristics of service pricing except (a) Negotiation (b) Discount (c) Quality (d) Service 6 / 96 4. Which type of organization is purely advisory (a) functional organization (b) staff organization (c) line organization (d) management organization 7 / 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 8 / 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 9 / 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 10 / 96 How many stages do we have in marketing segmentation (a) 1 (b) 3 (c) 5 (d) 7 11 / 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 12 / 96 69. Which of these is not a method of communication? (a) Listening (b) Writing (c) Talking (d) Waiting 13 / 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 14 / 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 15 / 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 16 / 96 79. One of these is not an impetus for international strategic alliance (a) Technological (b) Managerial (c) Commercial (d) Strategic 17 / 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 18 / 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 19 / 96 51. In 5C analysis, …………… is not included (a) cooperation (b) climate (c) collaborators (d) competitors 20 / 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 21 / 96 96. Among these is not policy and related terms (a) Rule (b) Law (c) Role (d) Procedure 22 / 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 23 / 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 24 / 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 25 / 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 26 / 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 27 / 96 64. Which of the following is not a communication barrier (a) Distortion (b) Overcrowding (c) Filtering (d) Coding 28 / 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 29 / 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 30 / 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 31 / 96 95. One of these is not a concept fundamental to organisation (a) Authority (b) Influence (c) Power (d) Responsibilities 32 / 96 2. Intangibility is one of the characteristics of …………… (a) unique service marketing management (b) service marketing dimension (c) service pricing (d) service activities 33 / 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 34 / 96 89. _______ is not a pricing strategy (a) Competitors pricing strategy (b) Pioneering pricing strategy (c) Penetrating pricing strategy (d) Promotional pricing strategy 35 / 96 47 One of the functions of management is ……………….. (a) post planning (b) post staffing (c) leadership (d) none of the above 36 / 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 37 / 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 38 / 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 39 / 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 40 / 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 41 / 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 42 / 96 55. All communication problems can be treated in the following ways except ………………… (a) Effectiveness (b) Semantic (c) Functional (d) Technical 43 / 96 46. Implement the best solution’ occurs at what stage in the problem-solving model (a) 3 (b) 4 (c) 5 (d) 6 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 86. Criteria for allocation of marketing cost includes all of the following except (a) Product (b) Customers (c) Price (d) Territories 46 / 96 88. ________ is not a marketing strategy (a) Market niche strategy (b) Market challenger strategy (c) Market service price strategy (d) Market follower strategy 47 / 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 48 / 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 49 / 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 50 / 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 51 / 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 52 / 96 58. Which of these is not a need of every customer? (a) Price (b) Appreciation (c) Patronage (d) Action 53 / 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 54 / 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 55 / 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 56 / 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 57 / 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 58 / 96 97. Element of leadership includes all of these except (a) Issuing of order (b) Continual training (c) Obeying rules (d) Motivation of workers 59 / 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 60 / 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 61 / 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 62 / 96 94. Which among these is not a type of formal organisation (a) Role organisation (b) Line organisation (c) Staff organisation (d) Functional organisation 63 / 96 36. The following are pricing methods except ………………… (a) pricing based method (b) value based pricing (c) cost based pricing (d) competition based pricing 64 / 96 23. …………. is one of the functional strategies (a) Strategic management (b) Strategic business (c) Human resources strategies (d) All of the above 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 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 67 / 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 68 / 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 69 / 96 74. Which of these is not among the acronyms for PEST Analysis? (a) Political (b) Environmental (c) Societal (d) Technological 70 / 96 93. According to Henry Mintzberg, the manager’s role involved all of the following except (a) Operational (b) Interpersonal (c) Informational (d) Decisional 71 / 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 72 / 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 73 / 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 74 / 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 75 / 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 76 / 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 77 / 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 78 / 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 79 / 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 80 / 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 81 / 96 15. The father of ‘scientific management’ is ………………… (a) Frederick W. Taylor (b) Robert Owen (c) Herbert A. Simon (d) Adam Smith 82 / 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 83 / 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 84 / 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 85 / 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 86 / 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 87 / 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 88 / 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 89 / 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 90 / 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 91 / 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 92 / 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 93 / 96 100. ________ is not a policy issue (a) Diversification (b) Negotiation (c) Nepotism (d) Search for Niches 94 / 96 81. Functional Alliance include all of the following except (a) Customer alliance (b) Production alliance (c) Marketing alliance (d) Financial alliance 95 / 96 34. The full meaning of FOB is ………… (a) Free on Board (b) Free on Buying (c) Free on Broadcasting (d) Free on Batch 96 / 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 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
63. The following are steps to empowering customer service providers except
2 / 96
98. Which of these is not included in the leadership types
3 / 96
77. The stages of the international product life cycle include all except the following
4 / 96
53. Fixed costs plus Variable costs is ………………..
5 / 96
85. All of these are characteristics of service pricing except
6 / 96
4. Which type of organization is purely advisory
7 / 96
76. Company’s engaged in international market because of the following reasons except
8 / 96
93. _______ states that there is a limit to the number of subordinate that one supervisor should supervise
9 / 96
56. The following are the categories of global marketing information requirements except ……….
10 / 96
11 / 96
6. The process that measures the current performance and guides it towards predetermined goals is known as ………………….
12 / 96
69. Which of these is not a method of communication?
13 / 96
12. The approach suggested by Peter Drucker and popularized by George Odiorne is ………………
14 / 96
57. Comfort zone can be best described as …………………………..
15 / 96
42……….. is the way of adopting a specific strategy and consistently use it for a company’s marketing operations.
16 / 96
79. One of these is not an impetus for international strategic alliance
17 / 96
9. ……….. is the simplest and most direct type in which position has general authority over the lower position in the hierarchy
18 / 96
32. Corporate generated surveys can collect a quantity of information or data which are ………
19 / 96
51. In 5C analysis, …………… is not included
20 / 96
25. When we are talking about needs, emotions or issues that made the call or visit necessary in the first place, we mean ………..
21 / 96
96. Among these is not policy and related terms
22 / 96
80. ________ is not a type of buying-decision behavior
23 / 96
44………….. is one of the most popular methods of determining a customer’s satisfaction
24 / 96
68. Why coproduction works
25 / 96
21. One of the benefits of internal marketing is ……………………
26 / 96
75. Factors affecting pricing policies includes all of the following except
27 / 96
64. Which of the following is not a communication barrier
28 / 96
28. Cost of internal distribution includes all except
29 / 96
99. According to Robert Tennenbaum, the style of leadership manager chooses depends upon any of the following except
30 / 96
10. The systematic and thorough examination of a company marketing position is known as
31 / 96
95. One of these is not a concept fundamental to organisation
32 / 96
2. Intangibility is one of the characteristics of ……………
33 / 96
24. The new product stage is a stage that a product will be ………………..
34 / 96
89. _______ is not a pricing strategy
35 / 96
47 One of the functions of management is ………………..
36 / 96
73. The common themes that runs through the discourse of globalization include all of the following except
37 / 96
43. Sometimes the most motivating action we can share with our customers is to…………..
38 / 96
14. ………. refers to a sender manipulating information so that it will be seen more favourably by the receiver.
39 / 96
60. One of these is not a technique for exceeding customer expectations
40 / 96
27. A company that requires physical, financial and managerial resources for growth is operating under …………
41 / 96
91. _______ is a management function which deals with deciding in advance what to do, when to do and how to do
42 / 96
55. All communication problems can be treated in the following ways except …………………
43 / 96
46. Implement the best solution’ occurs at what stage in the problem-solving model
44 / 96
71. Which of these is not a concept for explaining a company’s orientation towards the market?
45 / 96
86. Criteria for allocation of marketing cost includes all of the following except
46 / 96
88. ________ is not a marketing strategy
47 / 96
50. A self-appraisal can be performed simply by writing down …………… and …………….
48 / 96
66. Characteristics of a good policy includes all of the following except
49 / 96
31. The following are examples of what can be done to make a business more customer friendly except …………
50 / 96
37. When it is not possible to separate a seller and buyer for the customer’s need or service, it is called …………
51 / 96
45. Which one of the following is not among Robert Katz’s approaches
52 / 96
58. Which of these is not a need of every customer?
53 / 96
70. One of these is not the reasons why customers are challenging
54 / 96
87. The characteristics of effective segmentation include all of the following except
55 / 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 …………
56 / 96
39....……… states that authority and responsibility should flow in a clear unbroken line from the highest executive to the lowest
57 / 96
65. Elements of leader effectiveness includes all of the following except
58 / 96
97. Element of leadership includes all of these except
59 / 96
29. The following are the steps to empower customer service provider except……….
60 / 96
20. One of the functions of strength in SWOT analysis is that …………………
61 / 96
90. The BCG Model categorized product into all of these units of market share categories except
62 / 96
94. Which among these is not a type of formal organisation
63 / 96
36. The following are pricing methods except …………………
64 / 96
23. …………. is one of the functional strategies
65 / 96
59. All of these are barriers to excellent customer service except
66 / 96
16. ………. is to assemble a group of people with knowledge and interest in a specific problem and encourage free flow of creative comments.
67 / 96
30. A plan or strategy designed indefinitely to maintain a good cordial relationship with the existing customers is known as …………
68 / 96
40.………… is a continuous attempt to satisfy and keep current customers activity involved in conducting business.
69 / 96
74. Which of these is not among the acronyms for PEST Analysis?
70 / 96
93. According to Henry Mintzberg, the manager’s role involved all of the following except
71 / 96
5. One of the best ways to handle a challenging customer is ……….
72 / 96
54. The two common strategies of problem-solving are …………… and ………………….
73 / 96
48. …………. is a type of promotional mix in which marketing reach the targeted customers with techniques
74 / 96
17. By convincing a buyer to take specific course of action through face to face contact is known as ………………..
75 / 96
61. One of these is not a barrier to problem solving and decision making
76 / 96
62. All of these are the questions to ask when identifying consumption behavior except
77 / 96
67. Which of these is not an example of co-production?
78 / 96
26. The golden rule stated that ……………………..
79 / 96
41...……………. is the difference between the price of a product and what it costs to make that product.
80 / 96
83. Which of these is not among the enhance 3Ps in the pillars of marketing
81 / 96
15. The father of ‘scientific management’ is …………………
82 / 96
13. ……….. is the procedure you use to recover from a situation where things went wrong and the customer has suffered.
83 / 96
7. The process of maintaining a balance among the products by a company is called …………….
84 / 96
22. The increased importance of planning in a business enterprise is the direct result of the changing environment in which the ……
85 / 96
18. A customer phone calls to make an appointment for a hair treatment is a type of ………….
86 / 96
11. The purpose of the escalation procedure is to have an outlet for …………………. Issues
87 / 96
82. Among these are the scope of service marketing management except
88 / 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 …………
89 / 96
72. Evolutionary phases of global marketing include all of these except one
90 / 96
78. National legal systems vary on the following aspects except
91 / 96
33. ……….. is the overall feeling of contentment with a customer interaction
92 / 96
35. ..…….. permits a specialist in a given area to enforce his direction within limited and clearly defined scope of authority
93 / 96
100. ________ is not a policy issue
94 / 96
81. Functional Alliance include all of the following except
95 / 96
34. The full meaning of FOB is …………
96 / 96
38. Quality is a general term which covers a number of matters that includes …………..
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