CRM MCQ Questions with Answers pdf – CRM MCQs with Answers

CRM MCQ Questions with Answers pdf – CRM MCQs with Answers. Customer Relationship Management Multiple Choice Questions for MBA, BBA.

CRM MCQ Questions with Answers

1. The ___ is the most commonly used enabling technology in tackling integration issues.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Session Initiation Protocol (SIP)[/expand]

2. Integrated open standards-based architecture facilitates CICs to deliver immediate feedback across mediums that provide outstanding customer service. (True/ False)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: True[/expand]

3. The main objective of customer service is to have an integrated multichannel and multi-device communication. (True/ False)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: True[/expand]

4. What provide insight and intelligence necessary to customize messages, product offers, and service according to individual customer needs?
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Customer Analytics[/expand]

5. ___ involves the process of generating awareness in a prospective customer and converting that customer into an actual customer who buys the products.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Integrated Sales and Marketing[/expand]

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)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: False. In smaller companies sales and operations communicate routinely and decisions that integrate the knowledge of both the market and operations happen naturally.[/expand]

7. In an organization, which department is responsible for generating leads?
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: The marketing department[/expand]

8. ___ is the art of dealing with customer response and feedback via numerous communication channels available.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Customer Response Management[/expand]

9. Give the names of a few communication channels to receive customer feedback.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Call centre, surveys, e-mails, social networking, and mobile devices[/expand]

10. ___ is used widely for targeting a large segment of customers, keen on receiving messages on the move.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: SMS[/expand]

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
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: b) Call centre[/expand]

12. CTI combines the functions of the ___ and the ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Telephone, Computer[/expand]

13. If the calling party’s number is not in the database, CTI rejects the call. (True/False)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: False. If the calling party’s number is not in the database, then IVRS is used.[/expand]

14. ___ allows customers to solve their problems quickly and easily by interactive mediums.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Improving customer service[/expand]

15. The best way to retain customers is through ___ and ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Positive relationship management and outstanding customer service[/expand]

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)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: False. In CICs, customers get constant service, irrespective of the method of contact they use with the organization.[/expand]

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)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: True[/expand]

18. With ___, an organization can make full use of all its customer interactions, giving it a significant competitive advantage in the drive for personalization.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: An integrated strategy[/expand]

19. ___ ___ is a telecommunication tool that effectively routes and distributes incoming calls in an even way to a specific group of people.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: An Automatic Call Distributor (ACD)[/expand]

20. ___ is a technology that computerizes interactions with telephone callers.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Interactive Voice Response (IVR)[/expand]

21. Programs that manage, control, reply and respond to the telephone calls on the IVR platform are known as IVR applications. ( True/False)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: True[/expand]

22. ___ is the process of captivating verbal words as an input to a computer program.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Voice recognition[/expand]

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
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: c) Text-to-Speech (TTS)[/expand]

24. Verbal communication consists of two components ___ and ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Physiological component and a behavioural component[/expand]

25. Through CTI a company can provide service to its customers for ___ hours.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: 24 hours[/expand]

26. CTI requires the customers to re-state their identity to a new agent. (True/False)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: False. When CTI is used, customers need not re-state their identity to a new agent.[/expand]

27. ____ of the customer is maintained in CTI by providing secured access.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Privacy[/expand]

28. ___ and ___ are the two call control types of CTI.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: The first party, Third party[/expand]

29. TAPI stands for ___ and exists between the ___ and ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Telephony Application Programming Interface, Windows-equipped PC application, Telephone system.[/expand]

30. ___ and ___ are the popular PC telephony applications with CTI.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Softphone, Screen pop[/expand]

31. ___ is the API for media binding in CTI.
a) TAPI
b) TSAPI
c) JTAPI
d) MTAPI
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: c) JTAPI[/expand]

32. In Web-enabled CTI, interactions with customers is through the___.
a) Server
b) Telephone switch
c) Internet
d) Computer
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: c) Internet[/expand]

33. ___ service offered through Web-enabled CTI saves money on printing and mailing.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: e-Billing[/expand]

34. The first unit to which an incoming call lands in a CTI is ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: PBX or ACD[/expand]

35. The ____ system provides the tools needed to optimally manage incoming calls.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: ACD[/expand]

36. When the agent is unavailable the call centre shuts down. (True/False)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: False. In the absence of the agent at the call centre, the ACD stores the call in a queue.[/expand]

37. Responses are ___ in an IVRS.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Recorded[/expand]

38. Digital voice recording is the function of ___ unit.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Voice logger[/expand]

39. Cumulative time spent on a project is reduced for a company investing in CTI. (True/False)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: True[/expand]

40. Operators in call centres are also called ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Agents[/expand]

41. The kick-off meeting is the place where all the project stakeholders get acquainted. (True/False)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: True[/expand]

42. In the kick-off meeting, responsibility is assigned to various team members from the ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Company’s core departments[/expand]

43. Requirements gathering is always company-centric. (True/False)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: False. Requirements gathering is always customer-centric.[/expand]

44. Discussions are held with all the ___ of the company during requirements gathering.
a) Technical staff
b) Managers
c) Sales personnel
d) Stakeholders
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: d) Stakeholders[/expand]

45. Requirements gathering reduce ___ and ___ overruns.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Cost, Time[/expand]

46. The output from the requirements stage of CRM implementation is ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Requirements specification document[/expand]

47. A scoping and prioritizing activity ensures that ___ are targeted towards a common delivery.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Discrete requirements[/expand]

48. Component complexity arises due to the relationships between the functional processes. (True/False)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: False. System complexity arises due to the relationships between the functional processes.[/expand]

49. ___ is the input to the scoping and prioritizing stage of CRM implementation.
a) Scope statement
b) Requirements list
c) Design document
d) Business plans
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: b) Requirements list[/expand]

50. Proper scoping of a project helps to reduce and mitigate risks. (True/False)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: True[/expand]

51. Project management is the first step in designing a CRM project. (True/False)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: False. The project kick-off meeting is the first step in designing a CRM project[/expand]

52. Project planning involves breaking up of requirements specifications into ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Smaller subtasks[/expand]

53. ___ outlines the interactions between a user and an application.
a) Use case
b) Technical specification document
c) Functional specification document
d) Project user training plan
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: a) Use case[/expand]

54. Pre-implementation stage is a CRM ___ assessment stage.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Readiness[/expand]

55. Top management commitment is one of the organizational critical success factors. (True/False)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: True[/expand]

56. Before the implementation of CRM, it is necessary to obtain the commitment of the ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Management[/expand]

57. CRM implementation should be done in a single phase. (True/False)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: False. CRM implementation should be done in phases.[/expand]

58. CRM strategy should be in line with the company’s ___ strategy.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Business[/expand]

59. The different types of prototype models are ___, ___ and ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Proof of concept model, Low fidelity model, High fidelity model[/expand]

60. The major output from a prototype demo is ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Feedback[/expand]

61. eCRM is much more than Internet access for CRM. (True/False)
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: True[/expand]

62. eCRM provides a ___ view of the customer.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Holistic[/expand]

63. Prototyping plugs the gap between ___ and ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: CRM functions, Business processes[/expand]

64. Prototyping is a joint activity between ___ and ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Vendor, CRM team of the company[/expand]

65. ___ generations is done after prototyping.
a) Report
b) Proposal
c) Bill
d) Plan
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: b) Proposal[/expand]

66. Customization is a process of ___ the CRM solution.
a) Planning
b) Buying
c) Fine-tuning
d) Integrating
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: c) Fine-tuning[/expand]

67. The size of a project is determined by ___, ___ and ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: The complexity of the interfaces, Workflow, Functions to be implemented[/expand]

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
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: A - 4, B – 3, C – 2, D - 1[/expand]

69. ___ analysis is done to evaluate technical specifications and the functions of the CRM solution.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Fit/gap analysis[/expand]

70. Workflow and rule changes during customization affect the ___ and ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Costs, Schedule[/expand]

71. Experienced end users are also called ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Power users[/expand]

72. Customization is the beginning of the ___ transfer stage from the vendor to the customer.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Knowledge[/expand]

73. ___ document maps old data fields with new data fields.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Mapping[/expand]

74. Integrating the CRM solution with other ___ is a challenging exercise.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Business-critical applications[/expand]

75. The very first training one gets after installation of software is called___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Initial user training[/expand]

76. The staff of the company who maintains software systems is given ___ training.
a) Initial user training
b) Train the trainer
c) System administrator training
d) Remedial training
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: c) System administrator training[/expand]

77. ___ training enables a person to get trained at the person’s convenience.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: E-training[/expand]

78. Vertical rollout is suitable for ___ organizations.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Small[/expand]

79. ___ is a major issue in data porting between central and remote locations.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Synchronization[/expand]

80. The financial benefit a company gets at the end of CRM deployment is ___.
[expand title="Show Answer" swaptitle="Hide Answer"]Answer: Return on Investment[/expand]

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Customer Relationship Management MCQ with Answers: Set-1

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