Customer Relationship Management Multiple Choice Questions
1. The ___ is the most commonly used enabling technology in tackling integration issues.
Answer: Session Initiation Protocol (SIP)
2. Integrated open standards-based architecture facilitates CICs to deliver immediate feedback across mediums that provide outstanding customer service. (True/ False)
Answer: True
3.
The main objective of customer service is to have an integrated multichannel and multi-device communication. (True/ False)
Answer: True
4. What provide insight and intelligence necessary to customize messages, product offers, and service according to individual customer needs?
Answer: Customer Analytics
5. ___ involves the process of generating awareness in a prospective customer and converting that customer into an
actual customer who buys the products.
Answer: Integrated Sales and Marketing
6. In larger companies, sales and operations communicate routinely and decisions that integrate the knowledge of both the market and operations happen naturally. (True/False)
Answer: False. In smaller companies sales and operations communicate routinely and decisions that integrate the knowledge of both the market and operations happen
naturally.
7. In an organization, which department is responsible for generating leads?
Answer: The marketing department
8. ___ is the art of dealing with customer response and feedback via numerous communication channels available.
Answer: Customer Response Management
9. Give the names of a few communication channels to receive customer feedback.
Answer: Call centre, surveys,
e-mails, social networking, and mobile devices
10. ___ is used widely for targeting a large segment of customers, keen on receiving messages on the move.
Answer: SMS
11. Which of the following response media provides the three different service models of ‘Immediate Assistance’, ‘Deferred Assistance’ and ‘Engaging’ with the company via self-service.
a) E-mail
b) Call centre
c) SMS
d) Web site
Answer:
b) Call centre
12. CTI combines the functions of the ___ and the ___.
Answer: Telephone, Computer
13. If the calling party’s number is not in the database, CTI rejects the call. (True/False)
Answer: False. If the calling party’s number is not in the database, then IVRS is used.
14. ___ allows customers to solve their problems quickly and easily by interactive mediums.
Answer:
Improving customer service
15. The best way to retain customers is through ___ and ___.
Answer: Positive relationship management and outstanding customer service
16. In Customer Interaction Centers, customers get different levels of service depending on the method of contact used with the organization (e-mail, phone, fax, or online chat). (True/False)
Answer: False. In CICs, customers get constant service,
irrespective of the method of contact they use with the organization.
17. It is important to provide customers with a particular point of contact and access to the combined skills and resources of the entire company. (True/False)
Answer: True
18. With ___, an organization can make full use of all its customer interactions, giving it a significant competitive advantage in the drive for personalization.
Answer: An
integrated strategy
19. ___ ___ is a telecommunication tool that effectively routes and distributes incoming calls in an even way to a specific group of people.
Answer: An Automatic Call Distributor (ACD)
20. ___ is a technology that computerizes interactions with telephone callers.
Answer: Interactive Voice Response (IVR)
21. Programs that manage, control, reply and respond to the telephone calls on the IVR
platform are known as IVR applications. ( True/False)
Answer: True
22. ___ is the process of captivating verbal words as an input to a computer program.
Answer: Voice recognition
23. ___ is a kind of speech production application. It translates standard language text into speech. (Pick the right option)
a) Voice Speech Recognition
b) Hosted FAQ services
c) Text-to-Speech
d) IVR applications
Answer: c) Text-to-Speech (TTS)
24. Verbal communication consists of two components ___ and ___.
Answer: Physiological component and a behavioural component
25. Through CTI a company can provide service to its customers for ___ hours.
Answer: 24 hours
26. CTI requires the customers to re-state their identity to a new agent. (True/False)
Answer:
False. When CTI is used, customers need not re-state their identity to a new agent.
27. ____ of the customer is maintained in CTI by providing secured access.
Answer: Privacy
28. ___ and ___ are the two call control types of CTI.
Answer: The first party, Third party
29. TAPI stands for ___ and exists between the ___ and ___.
Answer: Telephony Application Programming Interface,
Windows-equipped PC application, Telephone system.
30. ___ and ___ are the popular PC telephony applications with CTI.
Answer: Softphone, Screen pop
31. ___ is the API for media binding in CTI. (Pick the right option)
a) TAPI
b) TSAPI
c) JTAPI
d) MTAPI
Answer: c) JTAPI
32. In Web-enabled CTI, interactions with customers is through the___. (Pick the right option)
a) Server
b) Telephone
switch
c) Internet
d) Computer
Answer: Internet
33. ___ service offered through Web-enabled CTI saves money on printing and mailing.
Answer: e-Billing
34. The first unit to which an incoming call lands in a CTI is ___.
Answer: PBX or ACD
35. The ____ system provides the tools needed to optimally manage incoming calls.
Answer: ACD
36.
When the agent is unavailable the call centre shuts down. (True/False)
Answer: False. In the absence of the agent at the call centre, the ACD stores the call in a queue.
37. Responses are ___ in an IVRS.
Answer: Recorded
38. Digital voice recording is the function of ___ unit.
Answer: Voice logger
39. Cumulative time spent on a project is reduced for a company investing in CTI.
(True/False)
Answer: True
40. Operators in call centres are also called ___.
Answer: Agents
41. The kick-off meeting is the place where all the project stakeholders get acquainted. (True/False)
Answer: True
42. In the kick-off meeting, responsibility is assigned to various team members from the ___.
Answer: Company’s core departments
43.
Requirements gathering is always company-centric. (True/False)
Answer: False. Requirements gathering is always customer-centric.
44. Discussions are held with all the ___ of the company during requirements gathering. (Pick the right option)
a) Technical staff
b) Managers
c) Sales personnel
d) Stakeholders
Answer: Stakeholders
45. Requirements gathering reduce ___ and ___ overruns.
Answer: Cost, Time
46. The output from the requirements stage of CRM implementation is ___.
Answer: Requirements specification document
47. A scoping and prioritizing activity ensures that ___ are targeted towards a common delivery.
Answer: Discrete requirements
48. Component complexity arises due to the relationships between the functional processes. (True/False)
Answer: False. System complexity arises due to the relationships between the functional processes.
49. ___ is the input to the scoping and prioritizing stage of CRM implementation. (Pick the right option)
a) Scope statement
b) Requirements list
c) Design document
d) Business plans
Answer: b) Requirements list
50. Proper scoping of a project helps to reduce and mitigate risks. (True/False)
Answer: True
51. Project management is the first step in designing a CRM project. (True/False)
Answer: False. The project kick-off meeting is the first step in designing a CRM project
52. Project planning involves breaking up of requirements specifications into ___.
Answer: Smaller subtasks
53. ___ outlines the interactions between a user and an application. (Pick the right
option)
a) Use case
b) Technical specification document
c) Functional specification document
d) Project user training plan
Answer: Use case
54. Pre-implementation stage is a CRM ___ assessment stage.
Answer: Readiness
55. Top management commitment is one of the organizational critical success factors. (True/False)
Answer: True
56. Before the implementation of
CRM, it is necessary to obtain the commitment of the ___.
Answer: Management
57. CRM implementation should be done in a single phase. (True/False)
Answer: False. CRM implementation should be done in phases.
58. CRM strategy should be in line with the company’s ___ strategy.
Answer: Business
59. The different types of prototype models are ___, ___ and ___.
Answer: Proof of concept model, Low fidelity model, High fidelity model
60. The major output from a prototype demo is ___.
Answer: Feedback
61. eCRM is much more than Internet access for CRM. (True/False)
Answer: True
62. eCRM provides a ___ view of the customer.
Answer: Holistic
63. Prototyping plugs the gap between ___ and ___.
Answer: CRM functions, Business processes
64. Prototyping is a joint activity between ___ and ___.
Answer: Vendor, CRM team of the company
65. ___ generations is done after prototyping. (Pick the right option)
a) Report
b) Proposal
c) Bill
d) Plan
Answer: b) Proposal
66. Customization is a process of ___ the CRM solution. (Pick the right option).
a) Planning
b) Buying
c) Fine-tuning
d) Integrating
Answer: c) Fine-tuning
67. The size of a project is determined by ___, ___ and ___.
Answer: The complexity of the interfaces, Workflow, Functions to be implemented
68. Match the following
Set A:
A. Inception
B. Analysis
C. Design
D. Development
Set B:
1. Building of modules
2. Specifics of customization worked out
3. Study of
customization requirement
4. Planning of customization
Answer: A – 4, B – 3, C – 2, D – 1
69. ___ analysis is done to evaluate technical specifications and the functions of the CRM solution.
Answer: Fit/gap analysis
70. Workflow and rule changes during customization affect the ___ and ___.
Answer: Costs, Schedule
71. Experienced end users are also called ___.
Answer: Power users
72. Customization is the beginning of the ___ transfer stage from the vendor to the customer.
Answer: Knowledge
73. ___ document maps old data fields with new data fields.
Answer: Mapping
74. Integrating the CRM solution with other ___ is a challenging exercise.
Answer: Business-critical applications
75. The very first
training one gets after installation of software is called___.
Answer: Initial user training
76. The staff of the company who maintains software systems is given ___ training. (Pick the right option)
a) Initial user training
b) Train the trainer
c) System administrator training
d) Remedial training
Answer: c) System administrator training
77. ___ training enables a person to get trained at the
person’s convenience.
Answer: E-training
78. Vertical rollout is suitable for ___ organizations.
Answer: Small
79. ___ is a major issue in data porting between central and remote locations.
Answer: Synchronization
80. The financial benefit a company gets at the end of CRM deployment is ___.
Answer: Return on Investment
81. CRM is a
business philosophy that aims at maximizing ___ in the long run.
Answer: Customer value
82. Contacts with a customer can be managed by phone, fax and e-mail. (True/False)
Answer: True
83. According to ___, CRM is an iterative process that turns customer information into positive customer relations.
a) Ronald S. Swift
b) Stanley A. Brown
c) Chris Todman
d) Gartner Group
Answer: Ronald S. Swift
84. In the 1980s, the emergence of ___ marketing took place.
Answer: Database
85. CRM helped in increasing customer satisfaction from order to end product. (True/False)
Answer: True
86. Although ___ was developed as a Linux program, it is compatible with Windows. (Pick the right options)
a) Telemation
b) SAP
c) Oracle
d) PeopleSoft
Answer: Telemation
87. A CRM system stores comprehensive information of a customer in a centralized way which is accessible anytime. (True/False)
Answer: True.
88. A successful CRM increases production and profit throughout the ___.
Answer: Customer lifecycle
89. CRM understands the ___ and the capability to create an action plan for the staff working in the various segments.
Answer: Segmental relationship
90. Companies that are using ___ are raising the level of personalization.
Answer: Proactive CRM
91. Operational CRM has developed into two variants namely eCRM and mCRM. (True/False)
Answer: True
92. The main goal of ___ is to enable two-way continuous interactivity between the customer and the company.
Answer:
mCRM
93. The objective of data mining is to detect ‘known’ relationships among data. (True/False)
Answer: False. The objective of data mining is to detect ‘hidden’ relationships among data.
94. Which of the following options includes relationship management with external stakeholders in the value chain?
a) Analytical CRM
b) eCRM
c) Collaborative CRM
d) EAI
Answer: c) Collaborative CRM
95. The tools of
technology are Information Technology and Knowledge Management. (True/False)
Answer: True
96. ___ are important to develop and evaluate the results of marketing interactions. (Pick the right option)
a) Campaign management tools
b) Interfaces
c) Analytical tools
d) Data warehouses
Answer: Campaign management tools
97. The result of the comparison between customer’s expectation and customer’s perception
is ___.
Answer: customer satisfaction
98. Measuring customer satisfaction requires a set of activities such as preparing questionnaires, conducting surveys, and analyzing the results. (True/False)
Answer: True
99. ___ means customer’s belief related to products or services received or experienced.
Answer: Perception
100. CRM system generates ___ throughout interactions on
different channels.
Answer: 360-degree customer view
101. There are three phases of customer interaction. (True/False)
Answer: False. There are four phases involved in customer interaction.
102. ___ is the translation of customers’ strategies into rules.
Answer: Context
103. Integrated view of the customer provides a connection between customer interaction channels and customer strategy. (True/False)
Answer: True
104. In ___, active management and assessment of products and services take place. (Pick the right option)
a) Intelligence phase
b) Value creation phase
c) Integration phase
d) Initial phase
Answer: c) Integration phase
105. CRM ___ combines the information of the customer that flows through different departments and customer channels.
Answer: Architecture
106. Salesforce automation helps automate some processes that are associated with services. (True/False)
Answer: False. Customer service automation helps to automate some processes that are associated with service.
107. The ___ of CRM deals with communication between companies and their customers. (Pick the right option)
a) Collaborative feature
b) Operational feature
c) Analytical
feature
d) Automation feature
Answer: Collaborative feature
108. Technology plays a vital role in managing ___.
Answer: Customer Knowledge Store
109. SFA ensures ___ and helps to increase the revenues by making better decisions.
Answer: Customer satisfaction
110. SFA enables collaboration and improves communication in the sales team. (True/False)
Answer: True
111. ___ enables wireless or wired data synchronization between enterprise systems and mobile devices.
Answer: Server-based iMobile suite
112. Docking synchronization is done once a day and it is primarily used to retrieve basic information like addresses, phone numbers, etc. (True/False)
Answer: True
113. Which one of the following options is the correct benefit of
SFA?
a) Decreases trading and increases administration
b) Helps to close agreements slower
c) Provides real-time visibility into sales
d) Helps to implement consistent sales processes across departments only
Answer: c) Provides real-time visibility into sales
114. Features like strong ___, easier integration, and better end-user experience are included in SFA.
Answer: Customization
115. Which of the
following features of SFA helps to integrate financial functionality of the back and front office of an organization?
a) Contract management
b) Opportunity management
c) Asset management
d) Data quality management
Answer: Contract management
116. Dashboards provide immediate access to a real-time view of sales data. (True/False)
Answer: True
117. A 360-degree view of each lead, customer and account
can be developed through a medium of ___ in an organization.
Answer: SalesForce Automation software
118. Opportunity management functionality of SFA helps to manage multichannel interactions. (True/False)
Answer: False. The customer management functionality of SFA helps to manage multi-channel interactions.
119. Which of the following options is linked to order management?
a) Improves financial planning by easily
tracking sales pipeline
b) Maintains audit information automatically
c) Associates opportunity data records with purchase decisions
d) Exports and imports account data
Answer: Improves financial planning by easily tracking sales pipeline
120. ___ and sharing of information are enabled in SFA to improve the organization.
Answer: Collaboration
121. If ___ is not done regularly, organizations may find it
very expensive to manage data.
Answer: Data deduplication
122. It is essential that marketing managers or team leaders have monthly access to the SFA system. (True/False)
Answer: False. It is essential that marketing managers or team leaders have daily access to the SFA system.
123. Most of the SFA systems have default lead and opportunity stages, accounts and contacts fields, reports and dashboards. (True/False)
Answer: True
124. The entire sales pipeline is affected by ___ reporting.
Answer: Inconsistent
125. Conflicts of data should be reconciled at the record level rather than at the field level. (True/False)
Answer: False. Conflicts of data should be reconciled at the field level rather than at the record level
126. An efficient synchronization system must: (Choose the false
option)
a) Support large-scale field implementation
b) Give flexible support for the server database
c) Be dependent on the database
d) Easy to use
Answer: c) Be dependent on the database
127. During synchronization, to avoid database errors, the system should apply only those files that are complete. (True/False)
Answer: True
128. Use of ___ help to supplement sales efforts and provide fast data
amidst a busy business schedule.
Answer: SFA tools
129. Reporting engine pulls out information from multiple sources to produce reports. (True/False)
Answer: True
130. Name two industries that use tools to provide product-specific configuration support to build products for their customers.
Answer: Computer technology vendors, Telephone companies
131. ___ is part of customer
automation and part of sales force automation.
Answer: Field Force Automation (FFA)
132. EMA is designed to ___ the processes like designing, implementing and analyzing direct marketing campaigns which are sophisticated in nature.
Answer: Automate
313. The main objective of EMA is to fasten the cycle of the direct marketing campaign. (True/False)
Answer: True
134. Which among
the following is defined as an ability to track and respond to clients in an individualized manner? a) Personalization
b) Automation
c) Inbound management
d) Outbound management
Answer: a) Personalization
135. Personalization is done by analyzing each customer’s past contacts and behaviour. (True/False)
Answer: True
136. Outbound e-mail management helps organizations to handle inbound queries raised by
customers.
(True/ False)
Answer: False. Outbound e-mail management helps organizations to form and perform permission-based marketing campaigns.
137. The ___ e-mail management is totally considered as a service-oriented activity.
Answer: Inbound
138. ___ helps the organizations to form and perform permission-based marketing campaigns.
Answer: Outbound e-mail management
139.
Enterprise Marketing Automation helps in improving marketing effectiveness and efficiencies by planning, testing, and executing ___.
Answer: Marketing campaigns
140. EMA software helps an organization to pick up the contact details from multiple sources in ___ form.
Answer: Soft copy
141. De-duping helps to make only one entry per customer. (True/False)
Answer: True
142. It is
important to store the list generated for a particular campaign in the database. (True/False)
Answer: True
143. A ___ is successful and effective if there are careful research and a well-planned design that focuses on the details and implementation of the campaign.
Answer: Marketing campaign
144. Which among the following is a major part of applications and techniques that helps in gathering, storing, analyzing, and
accessing the data?
a) Business analytics
b) Data visualization
c) Data mining
d) Virtual reality
Answer: a) Business analytics
145. A business analytical application automates the process of ___ and generally carries out a part of the decision-making activities of a human being.
Answer: Thinking
146. Financial modelling, budgeting, resource allocation, and competitive intelligence are some of the
advanced applications of BA. (True/False)
Answer: True
147. The process of analyzing and extracting the important information from a pile of collected data is defined as___.
Answer: Knowledge Discovery
148. Visualization or data visualization is a ___ tool that helps in interpreting data using visuals or images.
Answer: Business Analytics
149. DSS are highly helpful in
identifying the relationship between trends. (True/False)
Answer: False. Visual tools are highly helpful in identifying the relationship between trends.
150. In ___, devices connect directly and synchronize with their owners’ data on a PC. (Pick the right option)
a) Software-based synchronization
b) Web-based portal synchronization
c) Enterprise space synchronization
d) Docking synchronization
Answer: a)
Software-based synchronization
151. An efficient synchronization system is a system that is successful in sending ___ amount of data to remote users.
Answer: Minimal
152. ___ is the latest, new generation direct marketing software that helps marketers to automate their marketing activities.
Answer: Enterprise Marketing Automation
152. Integrated marketing strategy aims at unifying different marketing methods.
(True/False)
Answer: True
153. Indirect communication channels promote sales whereas direct communication channels promote sales and improve the ___.
Answer: Customer relationship
154. Name two direct communication channels.
Answer: Direct mail, e-mail