Customer relationship management multiple choice questions and answers pdf for the preparation of academic and competitive exams.
Q1. ___ is the overall efficiency with which a bank handles its customer accounts in terms of prompt statements, rates of interest offered, etc.
a. Functional quality.
b. Technical Quality.
c. Production quality.
d. None of the above.
Ans. B
Q2.___ is the way the service is actually delivered and includes personal courtesy, the service environment in terms of comfort and décor, and the customers own role.
a. Functional quality.
b. Technical Quality.
c. Production quality.
e. None of the above.
Ans. A
Q3. ___ are the efforts in which the firm is engaged, to set up its customer’s expectations and make promises to customers regarding what is to be delivered.
a. Internal marketing.
b. External marketing.
c. Both A & B
d. None of the above.
Ans. B
Q4. “Any act or performance that one party can offer to another that is essentially intangible & not result in the ownership of anything.” Which author has given this definition of service?
a. Payne
b. Kotler
c. Adrian
d. Andrew
Ans. B
Q5. The ___ are the objects, which are available to the customer’s knowledge and purchasing capacity within their limit.
a. Intangible goods.
b. Tangible goods.
c. Quality goods.
d. None of the above.
Ans. B
Q6. ___ hinges on the assumption that employee satisfaction and customer satisfaction are inextricably linked.
a. External marketing.
b. Internal marketing.
c. Macro marketing.
d. Target marketing.
Ans. B
Q7. ___ is an activity, which has some element of intangibility associated with it, which involves some interaction with customers or with property in their possession and does not result in a transfer of ownership.
a. Product.
b. Production.
c. Service.
d. Marketing.
Ans. C
Q8. ___ are created and consumed simultaneously and generally, they cannot be separated from the provider of the service.
a. Products.
b. Production.
c. Services.
d. None of the above.
Ans. C
Q9. Kotler referred to ___ Characteristic as variability.
a. Homogeneity.
b. Inseparability.
c. Intangibility.
d. Heterogeneity.
Ans. D
Q10. ___ are simply objects.
a. Services.
b. Goods.
c. Both A & B
d. None of the above.
Ans. B
Q11. ___ include medical specialists and legal advisors.
a. Specialty services.
b. Specialty products.
c. Primary services.
d. Secondary services.
Ans. A
Q12. ___ can be used to identify the key components of customer service and their relative importance and develop service segments.
a. Market segmentation.
b. Market strategy.
c. Market research.
d. None of the above.
Ans. C
Q13. ___ is based on conformance to specifications.
a. Internal quality.
b. External quality.
c. Service.
d. All of the above.
Ans. A
Q14. A model has been developed by ___ which helps to identify the gaps between the perceived service qualities that customers receive and what they expect.
a. Maslow.
b. Dale Yoder
c. Parasuraman.
d. None of the above.
Ans. C
Q15. ___ is the outcome dimension of the service operations process.
a. Functional quality.
b. Service quality.
c. Management quality.
d. Technical quality.
Ans. D
Q16. ___ is the physical facilities, equipment, and appearance of personnel.
a. Reliability.
b. Tangibles.
c. Intangibles.
d. Empathy.
Ans. B
Q17. ___ is defined as the ability to perform the promised service dependably and accurately.
a. Tangibility.
b. Assurance.
c. Empathy.
d. Reliability.
Ans. D
Q18. ___ is defined as the caring and individualized attention the firm provides to its customers.
a. Reliability.
b. Responsiveness.
c. Assurance.
d. Empathy.
Ans. D
Q19. ___ involves looking for the best ways to achieve competitive advantage.
a. Responsiveness.
b. Benchmarking.
c. Empathy.
d. None of the above.
Ans. B
Q20. ___ involves breaking down each of the activities of a firm into its various activities, and showing where value is added for its customers.
a. Storyboarding.
b. Value Chain analysis.
c. Blueprinting.
d. Perceived service.
Ans. B
Q21. Storyboarding concept was developed by ___.
a. Wilson.
b. Dale Yoder.
c. Williams.
d. Walk Disney.
Ans. D
Q22. The task of creating competitive advantage involves ___ rather than matching.
a. Performing.
b. Outperforming.
c. Blueprinting.
d. Printing
Ans. B
Q23. ___ is the process of aggregating customers with similar wants, needs, preferences, or buying behavior.
a. Market targeting.
b. Market segmentation.
c. Aggregation.
d. None of the above.
Ans. B
Q24. ___ includes a number of factors including sex, age, family size, etc.
a. Demographic variables.
b. Socio-economic variables.
c. Economical variables.
d. All of the above.
Ans. A
Q25. ___ is concerned with people’s behavior and ways of living.
a. Geographic segmentation.
b. Psychographic segmentation.
c. Economic segmentation.
d. Income segmentation.
Ans. B