Scrlm Post Class 1 to 26

7/26/2019 Scrlm Post Class 1 to 26

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Learning ConfirmationYou have completed your quiz attempt. You have scored 0 point(s).

Question ResultsScore0of 1

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1. Closing of sales in the selling process is that stage where --------------------------.

sale is being achieved

sales fail

the prospect has understood the sales and is willing to become a customer

buyer closes the sales

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2. In sales "POS" stands for

People Of Sales


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Point Of Sales

Push Of Sales

Profit On Sales

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3. The Sales process has the following stages before a new acquaintance becomes a customer

Prospecting, suspecting, closing

Approach, suspect, prospect

convincing the prospect

Suspect, prospect, meeting objection & closing sales

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4. The relationship with customers is the talking point now because__________.

selling is a priority

to suit to consumers taste

organization stability depends on customer retention

the customers expectation is triggering this shift

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5. SRM stands for

Sales Relationship Management

Sales Retail Management

Sales Relationship Manager


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Selling Relationship Manager

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6. What does USP stand for?Unique selling product

Unique services practice

Unique sales pitch

Unique selling proposition

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7. -------------------------- best describes cold calling.

Sales promoting

Advertising

Viral advertising


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Sales people contacting potential customers

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8. The first stage in the effort to get a new customer is ------------------.

identifying a suspect

qualifying a prospect

close a sale

lead generation

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9. A person who shows inclination to buy the product is a -----------------.

customer


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prospect

lead

suspect

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10. Closing of sales in the selling process is that stage where

sale is being achieved

sales fail

the prospect has understood the sales and is willing to be a customer

Buyer closes the sales

Learning Confirmation


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You have completed your quiz attempt. You have scored 0 point(s).

Question Results

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1. The salesperson is the key person in establishing relationships with customers. A 'happy' salesperson will bemotivated to build long term lasting relationships with customers. To achieve this, organizations should adopt a 'three E's'approach:

Encouragement, Empowerment and Ethical sales practice

Encouragement, Enabling technologies and Ethical sales practice

Empathy with employees, Empowerment and Ethical sales practice

Empathy with employees, Enabling technologies and Ethical sales practices

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2. The ____________________ is a philosophy of customer service and mutual gain.

product concept

corporate concept


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marketing concept

societal concept

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3. All of the following are criticisms leveled against marketing by critics EXCEPT:

Harming consumers through high prices

Harming consumers through deceptive practices

Harming consumers through high-pressure selling

Harming consumers through too many product choices

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4. Goods are sold, not bought would be consistent with which of the following?


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High pressure selling

The marketing concept

The societal concept of marketing

Consumer wants and needs as shown through demand

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5. A happy and satisfied internal customer does not:

Build good relationship with the external customer

Display dis-contentment with the external customer

Provide high level of customer service


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Improve work environment


Question Results

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1. Customer Relationship Management is ______________.

business centric

money centric

profit centric

customer centric

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2. What is the first CRM industry best practice?


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Clearly communicate the CRM strategy

Build an integrated view of the customer

Implement in iterations

Define information needs and flows

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3. What targets sales opportunities by finding new customers or companies for future sales?

Sales management systems

Contact management systems

Campaign management systems


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Opportunity management systems

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4. Which of the following is not an outcome of Customer Relationship Management?

Targeting

Sharing

Processing

Coding


5. __________ makes key customer information accessible to all parts of the organization, and in some cases, sellscustomer information to other firms.

Targeting


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Sharing

Processing

Coding

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6. __________ offers the firms most profitable customers special deals and incentives.

Targeting

Sharing

Processing

Coding


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7. ___________ is the process of identifying, attracting, differentiating, and retaining customers.

Customer relationship management

Socialization

Empowerment

Enfranchisement

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8. Delivering what customers want with hassle-free service and superior value is called ________________.

service excellence


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operational excellence

continuous excellence

improving goodwill

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9. Customer Relationship Management process begins ________________.

after sales

Before sales and after sales

after purchase

before sales

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10. A good way to describe the ______________________ would be to discuss all the activities involved inbuilding deeper understanding, relationships and offerings to individual customers.

customer acquisition process


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customer relationship management process

customer prospecting process

customer equity process


Question Results

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1. Customer Relationship Management is a comprehensive strategy and process of Acquiring, Retaining and Partnering.

TRUE


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FALSE

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2. One of the benefits of CRM is being in a position to identify where it is worth running loss makers because of theirrelationship with other key customers.

TRUE

FALSE

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3. People are one of the 4Ps of CRM.

TRUE


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FALSE

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4. Managing customer experience does not contribute in reduction of company cost in any way.

TRUE

FALSE

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5. Sales revenue can be boosted by enhancing sales by up-selling.

TRUE

FALSE


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6. CRM needs highly advanced analytics is a myth of CRM.

TRUE

FALSE

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7. The future behavior of consumers depends on their past behavior is an activity of CRM.

TRUE

FALSE

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8. Indirect functions are the basic requirements of a company that are necessary to survive in the competitive.


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TRUE

FALSE

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9. Process is one of the components of CRM.

TRUE

FALSE

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10. CRM helps in effective information sharing within the organization.


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TRUE

FALSE

Learning Confirmation :You have completed your quiz attempt. You have scored 0 point(s).

Question Results

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1. Confirming resolution is the last step of the customer compliant handling process.

TRUE

FALSE


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Score0of 1

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2. The argumentative barters are negotiators.

TRUE

FALSE

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(sk ipped)3. Customer Service Management increases service costs.

TRUE

FALSE

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4. A positive moment of truth is leaving a positive impression.


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TRUE

FALSE

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5. Customer is always an individual who buys products or services of the bank.

TRUE

FALSE


Question Results


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1. A good way to describe the ______________________ would be to discuss all the activities involved in buildingdeeper understanding, relationships and offerings to individual customers.




customer equity process

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2. Which is the 3rd step in relationship marketing planning process?

Customer Management Policies


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Customer Analysis

Implementation

Customer Strategy Development

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3. High service emphasis is ____________ sale.

Transaction

Short-term

Long-term

Relationship

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4. Focus on Single Sale is __________ Sale.


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Transaction

Relationship

Short-term

Long-Term


5. Cost requirements for customer satisfaction can be reduced by

Call center automation for easy access to information

Managing customer relationships instead of products

Managing customer experience


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Enhancing sales by up-selling

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6. 20% of a salesperson's customers produce 80% of his/her sales. With which type of selling would a salespersoncontinuously work to improve the operations, sales, and profits of that profitable 20%?

Transformational selling

Partnering

Co-operative selling

Benefit selling

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7. When you visit your local campus bookstore, your purchase of a textbook is an example of _____ selling.

benefit

relationship

partnership


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transaction

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8. Relationship marketing is based on the idea that:

Important customers need continuous attention

A salesperson can never really know too many people

The burden of quality rests with the seller of the product

A salesperson should first identify prospects from his or her friends and family then seek referrals from them

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9. With respect to the core business processes, the ___________________________ is considered to be allthe activities involved in defining target markets and prospecting for new customers.


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fulfillment management process



10. Identify which amongst below is not the 4 Rs of Relationship Marketing.

Retention

Relationship

Rationale


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Recovery


Question Results

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1. A consumer having satisfied himself that his money is safe, wants to be sure that the returns being earned areattractive.

TRUE

FALSE

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2. It costs less to gain a new customer than to retain an existing one.

TRUE


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FALSE

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3. Unless the situation is recovered quickly, a lost customer will be lost forever.

TRUE

FALSE

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4. We should also understand that people buy to satisfy their needs.


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TRUE

FALSE

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5. Today customers do not want to operate from home and spend less time and money visiting the branch everytime.

TRUE

FALSE


Question Results


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1. Customer Service is the feeling that the product or service has met Customer Expectations.

TRUE

FALSE

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2. It is easier to acquire new customers than retain existing ones.TRUE

FALSE

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3. Customer Delight plays a significant role in how much revenue a customer generates for your business.

TRUE


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FALSE

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4. Customer Satisfaction is the best indicator of how likely a customer will make a purchase in the future.

TRUE

FALSE

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5. One of the factor which influence Customer Satisfaction is to hold time.


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TRUE

FALSE

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6. Customer Expectation does not play a major role in determining Customer Satisfaction.

TRUE

FALSE

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7. Importance of Customer Satisfaction is the total time taken to solve a problem.

TRUE


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FALSE

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8. Customer Satisfaction is the feeling that the product or service has met Customer Expectations.

TRUE

FALSE

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9. Problem solving is one of the skills required for excellent Customer Service.


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TRUE

FALSE

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10. A review of survey data identifies areas in which service is not meeting expectations.

TRUE

FALSE


Question Results


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1. Contacting Customers directly and getting their feedback is very important.

TRUE

FALSE

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(sk ipped)2. Survey is not the correct method to measure Customer Satisfaction.

TRUE

FALSE

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3. The supplier must identify how to enhance these positive aspects to maximum level by analyzing the customersdata and information using CRM system.


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TRUE

FALSE

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4. It is practically impossible for supplier to provide all the features to ensure Customer Satisfaction.

TRUE

FALSE

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5. Suppliers ability to manage whole customer life cycle is not considered as an important factor of CustomerSatisfaction.

TRUE


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FALSE

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6. Direct method of measuring Customer Satisfaction is more costly than indirect method.

TRUE

FALSE

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7. The feedbacks needs to be sophisticated and in a structured format so that conclusive results could be fetchedout.


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TRUE

FALSE

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8. Organizations ensure they employ internal resources to listen to their customers and provide dedicatedfeedback to them.

TRUE

FALSE

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9. Feedback through complaints is one of the indirect methods of measuring Customer Satisfaction.

TRUE


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FALSE

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10. "Things gone wrong is a negative measure and our goal is to minimize its score to zero points.

TRUE

FALSE


Question Results

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1. Ensuring Customer Attrition is the driving force behind a companys goals.


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TRUE

FALSE

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2. Total Customer Cost is the summation of Time cost and Energy cost.

TRUE

FALSE

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3. The perceptions of the customer are what makes or breaks the transaction that exchanges value for money.


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TRUE

FALSE

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4. Marketing is about imposing the strategy and value proposition to a customer.

TRUE

FALSE

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5. Strategy is about deciding what you will offer that is of value to potential customers.


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TRUE

FALSE

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6. Customers are Value maximizers for less cost.

TRUE

FALSE

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7. Consumer Satisfaction is a marketing and business concept that attempts to analyze the satisfaction.

TRUE


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FALSE

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8. Customers often do not judge product values and costs exactly or objectively.

TRUE

FALSE

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9. Satisfied customers buy again and tell others about their good experiences.


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TRUE

FALSE

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10. When Customer Benefit is more than Customer Cost it is considered as Customer Value.

TRUE

FALSE


Question Results


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1. Appearance of physical facilities, equipment, personnel and communication materials is ___________.

Empathy

Efficiency

Tangibles

Reliability

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2. Productivity means _____________.

Consistent delivery of outcomes desired by customers should command higher prices

Focus on inputs rather than outcomes


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Degree to which firm meets goals

Involves comparison to a standard

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3. Careful control of costs at every step in process. This is a strategy used for __________.

Productivity Improvement

Improved Communication

Better effectiveness

Better Infrastructure

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4. Identify the correct statement for productivity in a service context:

Provide direction, guidance and feedback to employees on ways to achieve Customer Satisfaction

Typically operational processes or outcomes


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Difficult in most services because both input and output are hard to define

Lack of integrated marketing communications

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5. Identify the soft measures implemented to improve service quality:

Provide direction

Overpromising

Control charts

Meeting Demands and Supply

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6. Which of the below is not considered as measure of Service Productivity?


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Profitability by customer

Capital employed per customer

Shareholder equity per customer

Failure to match demand and supply

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7. Which amongst below is considered as Service Performance Gap?

Problem with service intermediaries

Poor service design

Overpromising


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Absence of customer driven standards

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8. Customer service representatives need to keep a lot of information in their minds. Identify the type of skill:

Clear communication

Negotiation

Memory Retention

Persuasion

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9. _______________ is how long an employee can perform a specific task.

Problem


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Efficiency

Effectiveness

Productivity

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10. Firms that consistently deliver outcomes desired by customers command __________.

higher prices

loyal customers

more profits

all of the above


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Question Results

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1. Excellent Customer Service and high Customer Satisfaction must start with understanding Customer Expectations.

TRUE

FALSE

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2. Customers Need to be educated regarding the changes in the organization.


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TRUE

FALSE

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3. Company expectations can be set before understanding or knowing customers needs.

TRUE

FALSE

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4. Excellent customer service means different things to different customers.


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TRUE

FALSE

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5. Most of the customers insist on having to individual relationship manager to handle their queries.

TRUE

FALSE

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6. Customers Expectations are single leveled.

TRUE


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FALSE

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7. First step in exceeding Customers Expectations is to retail a banking product and ask for feedback.

TRUE

FALSE

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8. Measuring Customer Satisfaction helps to know whether Customers Expectation is met or exceeded.


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TRUE

FALSE

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9. A satisfied customer need not be a loyal customer of the bank.

TRUE

FALSE

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10. Primary objective of Customer Database is to know customers better.


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TRUE

FALSE


Question ResultsScore0of 1

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1. Service Quality is an assessment of how well a delivered service conforms to the ____________ expectations.

organizations

clients


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managers

operational

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(sk ipped)2. Identify the correct importance of Customer Satisfaction from below:

Increase customers purchasing power

Profit Increase

Production increase

Product improvement

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3. Identify the incorrect statement related to service encounter from below:

It is the moment of truth

Moment when customer expectations meet with service delivery

Transactional interactions in which one person provides a service or good to another person


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It is related to money

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4. Identify the correct statement from below:

Dimensions are applicable to retail and business services

Dimensions are applicable only to retail services

Dimensions are applicable to only Business services

Dimensions are applicable to operational and retail services

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5. There are in total _________ service quality dimensions.

4


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3

6

5

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6. Which amongst below has the highest dimension of service quality?

Responsiveness

Empathy

Reliability

Assurance

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7. Identify the incorrect statement:

There are two basic reasons why quality is significant for the success of a service company

Company can always charge premium price from customers

If a company offers quality service consistently, it enjoys repeat business

Customers may provide positive word-of-mouth publicity

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8. _______________suggests that quality should be defined from customers perspective.

Operations based approach

Value Based Approach

People Based Approach


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User Based Approach

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9. Identify the right perspective from the below list which defines service quality:

Product Based

Leader Based

Supply Based

Demand Based

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10. Which amongst below is the correct dimension of Customer Satisfaction?

Helpful


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Empathy

Cognitive

Assurance


Question Results

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1. Mrs.Y pulled up to drive-up ATM at her bank. She put her card in, and it came right back out. On the screen was amessage that the machine was not operational. Mrs.Y was not happy. Which incident type, with respect to self-servicetechnologies, does this represent?


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Technology Failure

Service Design Flaw

Customer Failure

Financial Failure

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2. John was dissatisfied with the meal and service he received at a restaurant, so he complained. The manager cameout and was arrogant to John, and John felt like he was trying to blame him for the bad experience he had by saying hewas too picky. John vowed never to eat at that restaurant again. Which reason, for changing providers, does thisrepresent?

Involuntary switching

Responses to service failures


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Pricing

Ethical problems

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(sk ipped)3. Which of the following factors is the MOST likely reason for consumers changing providers of a service?

Service encounter failure

Pricing

Core service failure

Attraction by competitors

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4. When there is little or no personal contact between customer and service provider, this is classified as:


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Low-contact service

Medium-contact service

High-contact service

Intense-contact service

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5. In developing a service recovery culture, employees should be encouraged to view complaints as:

Critical incidents

Threats

Moments of Truth


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Opportunities

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6. __________ refers to the situation in which the customer rates performance higher, if a failure occurs, and thecontact personnel successfully recover from it, than if the service had been delivered correctly the first time.

Service recovery paradox

Service recovery

Critical incident

Moment of truth

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7. A complaining outcome in which the consumer takes action deliberately designed to damage the physicaloperation or hurt future business is called:


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Voice

Exit

Service recovery paradox

Retaliation

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8. Which among these can be categorized as unavailable or slow service under main service failure category?

Responses to core service failure

Responses to needs and requests

Unprompted/unsolicited employee action


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Responses to ancillary service failure

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9. The moments of interaction between the customer and the service firm are called:

Core service failures

Service recovery

Critical incidents

Instrumental complaints

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10. Which among these can be categorized as disruptive customers under main service failure category?

Responses to core service failure


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Responses to needs and requests

Unprompted/unsolicited employee action

Reaction failure


Question Results

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1. How many types of Life Insurance Products are available?

2

3


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4

5

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2. When you call a persons attention to an item of greater quality it is __________.

Suggestive selling

Cross-selling

Team Selling

Up-selling

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3. Identify the actual method of inside selling.


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Selling by Phone

Selling by Mail

Selling by Electronic Commerce

All of the above

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4. Identify the type of sale when there is non-customer facing.

Team Selling

Channel Selling

Suggestive selling


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Relationship Selling

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5. _______________ is where you become a Partner and an Integral part to the customers decision making

process.Relationship Management

Relationship Sales Process

Traditional Selling

Team Selling

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6. Identify the method which can be adopted to pitch insurance for new prospects.


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Hold road shows

Display Posters

Mail letters

Hold one-on-one meeting

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7. What type of plan would you suggest to insure Children below 18 years?

Endowment Plan

Term Insurance

Single Premium of life bond


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Pension Plan

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8. As per survey, what % of population are adequately insured?

30%

25%

50%

40%

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9. What type of insurance product would you suggest a Customer who wants protection of the savings?

Investment Product

Pension Product

Protection Product


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Saving Product

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10. As per survey, chances of retention if a customer avails 1 product:

20%

15%

50%

85%

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Scrlm Post Class 1 to 26