Learning Confirmation

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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

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

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

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

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

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 be
motivated 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

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?

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

Improve work environment

Learning Confirmation
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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?

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

Opportunity management systems

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

Targeting
Sharing
Processing

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

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

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 in
building deeper understanding, relationships and offerings to individual customers.
customer acquisition process

customer relationship management process

customer prospecting process

customer equity process

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

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 their
relationship with other key customers.
TRUE

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

TRUE

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.

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.

TRUE

FALSE

Learning Confirmation :
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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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2. The argumentative barters are negotiators.

TRUE

FALSE
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3. Customer Service Management increases service costs.

TRUE
FALSE

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

TRUE

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

TRUE
FALSE

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

Question Results

Score0of 1
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1. A good way to describe the ______________________ would be to discuss all the activities involved in building
deeper understanding, relationships and offerings to individual customers.
customer acquisition process
customer relationship management process

customer prospecting process

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

Customer Management Policies

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.

Transaction

Relationship
Short-term
Long-Term
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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

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 salesperson
continuously 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

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 all
the activities involved in defining target markets and prospecting for new customers.

customer acquisition process

customer relationship management process

fulfillment management process
customer prospecting process
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10. Identify which amongst below is not the 4 Rs of Relationship Marketing.

Retention
Relationship
Rationale

Recovery

Learning Confirmation
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1. A consumer having satisfied himself that his money is safe, wants to be sure that the returns being earned are
attractive.
TRUE

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

TRUE

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.

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 every
time.
TRUE
FALSE

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

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

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.

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

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.

TRUE

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

FALSE

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

Question Results

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

TRUE

FALSE
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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 customers
data and information using CRM system.

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 Customer
Satisfaction.
TRUE

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 fetched
out.

TRUE

FALSE
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8. Organizations ensure they employ internal resources to listen to their customers and provide dedicated
feedback to them.
TRUE
FALSE

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

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

Learning Confirmation
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Question Results
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1. Ensuring Customer Attrition is the driving force behind a companys goals.

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.

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.

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

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.

TRUE

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

FALSE

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

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

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

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?

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

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

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

Learning Confirmation
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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.

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.

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

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.

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.

TRUE

FALSE

Learning Confirmation
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Question Results
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1. Service Quality is an assessment of how well a delivered service conforms to the ____________ expectations.
organizations
clients

managers
operational
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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

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

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

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

Empathy
Cognitive

Assurance

Learning Confirmation
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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 a
message that the machine was not operational. Mrs.Y was not happy. Which incident type, with respect to self-service
technologies, does this represent?

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 came
out and was arrogant to John, and John felt like he was trying to blame him for the bad experience he had by saying he
was too picky. John vowed never to eat at that restaurant again. Which reason, for changing providers, does this
represent?
Involuntary switching
Responses to service failures

Pricing
Ethical problems
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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:

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

Opportunities

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6. __________ refers to the situation in which the customer rates performance higher, if a failure occurs, and the
contact 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 physical
operation or hurt future business is called:

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

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

Responses to needs and requests

Unprompted/unsolicited employee action

Reaction failure

Learning Confirmation
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Question Results
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1. How many types of Life Insurance Products are available?

2
3

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.

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

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.

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

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

Saving Product

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

20%
15%

50%
85%