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11/14/2019 Customer Relationship Management Mock Test - Vskills Practice Tests
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Customer Relationship Management Mock Test
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Customer Relationship Management Mock Test
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Know More Management Mock Test

Customer Relationship
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Answer Sheet
Q1) Which menu tab in MS-Word has Paragraph related options
1.  Home
2.  Insert
3.  Page Layout
4.  References
Submit Test Get Govt. Certi ed
https://www.vskills.in/practice/customer-relationship-management-mock-test 1/13
Q2) Which of the following is the third step in customer's value analysis?(1) assessing attributes
importance(2) assessing company's performance(3) monitoring competitors performance
1.  Only (1) and (2)

Questions Index
2.  Only (1) and (3)
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 3
3.  Only (2) and (3)
4.  All of these
Next Test 
Q3) What type of expectation does a customer will have, if sending corporate emails on a mobile
application
1.  Sensory Perception
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2.  Fee Structure
3.  Security & Privacy
4.  Reliability
Q4) To select
 Lifelong several
e-learning cells or ranges that are not touching each other, you would ___ while selecting
access
 Lifelong Practice
1.  hold downTests access
the Shift key
 Pro 2.letagging on Job
hold down CtrlPortals
+ Shift key
3.  hold Know
down More
the Alt key
4.  hold down the Ctrl key
Q5) _________________ represents a continuum from low to high market relationships.
1.  Market exchange, strategic partnership, functional relationship
2.  Functional relationship, market exchange, strategic partnership
3.  Market exchange, functional relationship, strategic partnership
4.  Strategic partnership, functional relationship, market exchange
Q6) What is included in Internet of things (IoT)
1.  network of physical devices
2.  embedded with electronics and sensors
3.  network connectivity which enables these objects to connect and exchange data
Submit
4.  All of these Test Get Govt. Certi ed
Q7) Which of the following is the simplest and most cost-effective method of gathering information
about customer needs and expectations
1.  observation
Questions Index
2.  focus groups
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 3
3.  Salespeople
4.  survey
Next Test 
Q8) Which of the following is suitable for ideal expectations model
1.  sampling of confectionary
Get
2. Govt. Certiprocedures
safety inspection ed for aircraft
3.  sorting
Bene of Certi
ts of couriercation
packets
4.  NoneCerti
 Government of these
cation
 Certi cation
Q9) How manyvalid for life are present in the balanced scorecard
sections
 Lifelong e-learning access
1.  2
 Lifelong Practice Tests access
2.  3.0
3.  4
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4.  5
Q10) Which type of classi cation facilitates the arrangement of les in strict date order?
1.  Topic-wise classi cation
2.  Chronological classi cation
3.  Geographical classi cation
4.  Alphanumeric classi cation
Q11) AutoCalculate will quickly add selected cells in case_____
1.  Double click the selection
2.  right click on the status bar and select Sum
3.  click the AutoCalculate button on the toolbar
4.  use the key combination Ctrl+$

Q12) Since various techniques are used to initiate and build relationships with customers by using a
combination of online and o ine techniques. Explain what is the 'customer life cycle' though?
1.  The stages each customer will go through in a long-term relationship with a supplier
Questions Index
2.  An approach to building and sustaining long-term business with a customer
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 3
3.  Techniques to encourage customers to increase their involvement with an organization
4.  The answers above are all correct

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Q13) What does SUMIF function do?
1.  Returns a subtotal in a list or database
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2.  Adds all the numbers in a range of cells
3. Bene
 Adds
ts up cell values
of Certi based on a condition
cation
4.  NoneCerti
cation
 Certi cation
Q14) Why valid
is it for life to possess time management skills
necessary
1.  To organize the work in a better manner for improving e ciency
 Pro 2.letagging
To be inonthe good
Job books of the employers
Portals
3.  To be popular amongst colleagues

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4.  None of these
Explanation:-
To organize the work in a better manner for improving e ciency leads to good time management
Q15) __________________ refers to the customers lifetime purchases that generate net present value of
future pro t streams.
1.  customer lifetime value
2.  customer purchases value
3.  customer cost incurred
4.  customer relationships
Q16) Which of the following uses sophisticated mathematical and statistical techniques like neutral
Submit
networking and Test
cluster analysis? Get Govt. Certi ed
1.  Data mining
2.  Data survey
Questions
3. Index
CRM
1 2 3 4 5 64.78None of these
9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 3
Q17) What is not a way to adopt a positive mental attitude
Next yourself
1.  Surround Test  with positive people
2.  Learn to master your own thoughts.
3.  Control your negative thinking

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4.  None of these
Q18) Find the odd one out. Records management facilitates
1.  Simplicity, safety and compactness
2.  Flexibility, safety and compactness
 Lifelong
3. Practice Tests access
Compactness , exibility, and rigidity
Know
Q19) What type More
of expectation does a customer will have, if booking a ight
1.  Sensory Perception
2.  Fee Structure
3.  Security & Privacy
4.  Reliability
Q20) What helps in managing customer expectations
1.  Be transparent
2.  Give clear timelines
3.  Be optimistic and realistic
4.  All of these
Q21) Which menu tab in MS-Word has Table related options

Submit Test
1.  Home Get Govt. Certi ed
2.  Insert
3.  Page Layout
Questions
4. Index
References
1 2 3 4Q22)
5 6 7_____________________
8 9 10 11 12 13 14 is15the
16approach
17 18 19to
20selling
21 22goods
23 24 and services
25 26 27 28 in
29which
30 31a32
prospect explicitly
33 34 35 36 37 3
agrees in advance to receive marketing information.
1.  customer managed relationship

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2.  data mining
3.  permission marketing
Get Govt.
4.  batch Certi ed
processing
Q23) How is the

Bene ts ofrecord
Certi which
cationis based on business customers past purchases, sales price and
volumes classi ed?
1. cation
 Certi  a)business
valid for database
life
 Lifelong e-learningdatabase
2.  customer access
3.  databases marketing
4.  company marketing
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Q24) What is Customer Relationship Management all about?
1.  Acquiring the right customer
2.  Instituting the best processes
3.  Motivating employees
4.  All of these
Q25) How should customer service handle a illiterate customer, in ling up the required application
form
1.  Fill the form on their behalf and provide time as long as it takes
2.  Make customer understand the form and let them, ll it
3.  Tell the customer to bring a literate person along with
Q26) What isSubmit

not a part of the negotiation processGet Govt. Certi ed
Test
1.  bargaining and problem solving
2.  clari cation and justi cation
Questions
3. Index
 evaluation of process
1 2 3 4 5 64.78closure
9 10 11and
12 implementation
13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 3
Q27) Suppose I am getting late for an interview, I will _______________.
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1.  call and inform the manager
2.  not go for the interview
3.  not inform at all

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4.  get confused
Q28) ________________ is an occasion on which brand or product is encountered by end customers.
1.  customer touch point
 Lifelong e-learningtouch
2.  company access
point
 Lifelong Practice touch
3.  retailers Tests point
access

4.  relationship touch point
Know
Q29) Which of More
the following steps, will increase your reputation amongst customers
1.  Must be considerate about the needs and wants of your customer
2.  Must take interest in meeting your customer requirement
3.  Must always express your true intent by telling the customer upfront if you are able or unable to
meet their requirements
4.  All of these
Q30) Which of the following is unethical during negotiations
1.  misrepresentation
2.  blu ng
3.  inappropriate information collection
4.  All of these
Q31) What should be the correct action, if a customer complains about your department
1.  ignore his complaint
2.  Check into the validity of the complaint
Questions
3. Index
Get advice from your manager to handle the person
1 2 3 4 5 64.78Take
9 10immediate steps
11 12 13 14 to correct
15 16 17 18 19the20
complaint
21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 3
Q32) ________________ is the processing of data about customers and their relationship with the
enterprise in order to improve the enterprises future sales and service and lower cost.
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1.  click stream analysis
2.  database marketing
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3.  customer relationship management
4. Bene
 CRMtsanalytics
of Certi cation
Q33) What type

 Government of expectation
Certi cation does a customer will have, if tasting a confectionary

1.  Sensory Perception
2.  Fee Structure
Security
on&Job
Privacy
Portals
4.  Reliability
Know More
Q34) What should be done if a customer complains for lengthy forms to be lled for availing your
organization service offering
1.  Be patient with them
2.  Explain the need for information in forms by the company
3.  Insists on form being complete to provide the service
Q35) What should be done if a customer complains for lengthy forms to be lled for availing your
organization service offering
1.  Be patient with them
2.  Explain the need for information in forms by the company
3.  Insists on form being complete to provide the service
4.  NoneSubmit
of these
Test Get Govt. Certi ed
Q36) What helps to build an excellent reputation amongst your customer
1.  to be honest about the customer’s need
2.  to be open about the customer’s need

Questions Index
3.  to be concerned about the customer’s need
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 3
4.  All of these
Next Test  is a central point in an enterprise from which all customer contacts are
Q37) _____________________
managed.
1.  contact center
Get Govt.
2.  help systemCerti ed
3.  multichannel
Bene marketing
ts of Certi cation
4.  call center
 Certi cationyou
Q38) When valid
seefora life
cell with a red triangle in the top right corner, what does this signify?
1.  There is an error in the cell
2.  There is a comment associated with the cell
3.  The font color for text in the cell is red

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4.  A formula cannot be entered into the cell
Q39) Which of the following is accomplished during planning step in the negotiation process
1.  developing procedures necessary for implementation.
2.  actual give-and-take in trying to reach an agreement.
3.  educating and informing each other on the issues.
4.  anticipating opponent's position.
Q40) Which of the following refers to the lose-win situation
1.  both parties are dissatis ed with the negotiated result.
2.  one party is satis ed and the other dissatis ed with a negotiated settlement.
3.  one party is prepared to give concessions, and the result may go one way or the other.
Q41) What does not results in effective speech
1.  Pronounce each word distinctly
2.  Listen attentively when the customers speak

Questions Index
3.  Do not prompt or try to help the speaker when he pauses or hesitates in his speech
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 3
4.  None of these
Q42) SelectNext Test action,

the correct  if a customer walks into o ce and enquire about a service, which you
are not aware of
1.  Refer the customer to your manager.
Get Govt. Certi ed

2.  Say that information is con dential
3. Bene
 Inform
ts ofthe person
Certi that you don't know but will nd out.
cation
4.  NoneCerti
cation
 Certi cation
Q43) As RACE valid
is afor life
practical framework to help marketers manage and improve the commercial value
gained from
 Lifelong digitalaccess
e-learning marketing. The term stands for Reach, Act, C, Engage. What does 'C' refer to?
 Lifelong
1. Practice
ConvertTests access
2.  Collaborate
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3.  Consolidate
4.  Collect
Q44) _______________ is an example of a sales touch point.
1.  Production operations
2.  Call centers
3.  Supply chain alliances
4.  Warehouses
Q45) Which character separates username from domain, in a email address
1.  =
2.  $
3.  %
4.  @ Submit Test Get Govt. Certi ed
Q46) What should be avoided for effective communication
1.  Respect to audience
Questions
2. Index
 Personal remarks
1 2 3 4 5 63.78Tone
9 10 of
11speech should
12 13 14 be17
15 16 high
18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 3
Next Test  is the practice of tailoring Web pages to individual users? characteristics
Q47) _____________________
or preferences.
1.  Web services
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2.  customer-facing
3.  client/server
4.  personalization
 Certi cationof
Q48) Which valid
thefor life
following training and development steps are to be taken, to sustain customer
focus within
 Lifelong an organization
e-learning access
 Lifelong Practice Tests

1.  constantly access
renew customer focus training
provideon Job Portals
training and development for all levels
3.  offerKnow
a self-development
More program to all employees
4.  All of these
Q49) What are the key concepts associated with mobile CRM
1.  The personal nature of the technology increases mobile CRM value
2.  The mobile CRM industry changes rapidly, which brings instability
3.  Mobile devices aid in the growth of CRM Databases
4.  All of these
Q50) Where does customer focus should not appear, in an organization
1.  mission statement
2.  vision statement
3.  organizational values
Submit
4.  None Test
of these Get Govt. Certi ed
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Questions Index
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 3
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11/14/2019 Customer Relationship Management Mock Test - Vskills Practice Tests

 Vskills Practice Tests

Vskills Certi cations

Get Govt. Certi ed

 Government Certi cation

 Certi cation valid for life

 Pro le tagging on Job Portals

Know More Management Mock Test

Your Score 0.00%

0 of 50 questions are answered correctly

Q1) Which menu tab in MS-Word has Paragraph related options

1.  Only (1) and (2)

4.  hold down the Ctrl key

Q5) _________________ represents a continuum from low to high market relationships.

1.  Market exchange, strategic partnership, functional relationship

2.  Functional relationship, market exchange, strategic partnership

3.  Market exchange, functional relationship, strategic partnership

4.  Strategic partnership, functional relationship, market exchange

Q6) What is included in Internet of things (IoT)

1.  network of physical devices

2.  embedded with electronics and sensors

1.  Topic-wise classi cation

2.  Chronological classi cation

3.  Geographical classi cation

4.  Alphanumeric classi cation

Q11) AutoCalculate will quickly add selected cells in case_____

1.  Double click the selection

2.  right click on the status bar and select Sum

3.  click the AutoCalculate button on the toolbar

4.  use the key combination Ctrl+$

4.  The answers above are all correct

1.  Returns a subtotal in a list or database

Get Govt. Certi ed

3.  To be popular amongst colleagues

1.  customer lifetime value

2.  customer purchases value

3.  customer cost incurred

Q17) What is not a way to adopt a positive mental attitude

2.  Learn to master your own thoughts.

3.  Control your negative thinking

3.  Security & Privacy

Q20) What helps in managing customer expectations

2.  Give clear timelines

3.  Be optimistic and realistic

Q21) Which menu tab in MS-Word has Table related options

1.  customer managed relationship

Q23) How is the

1.  Acquiring the right customer

2.  Instituting the best processes

2.  Make customer understand the form and let them, ll it

3.  Tell the customer to bring a literate person along with

Q26) What isSubmit

1.  bargaining and problem solving

2.  clari cation and justi cation

Q27) Suppose I am getting late for an interview, I will _______________.

2.  not go for the interview

3.  not inform at all

 Pro le tagging on Job Portals

1.  Must be considerate about the needs and wants of your customer

2.  Must take interest in meeting your customer requirement

Q30) Which of the following is unethical during negotiations

3.  inappropriate information collection

1.  ignore his complaint