Virtual University Solved Assignments Online Quiz Past Papers GDB VUsolutions VU solutions

Marketing relationships are: 

Select correct option: 

Intensely personal, like human relationships

Intended to deliver short-term customer satisfaction

Intended to deliver long-term customer satisfaction

The most important element of the marketing mix

Question # 2 of 15 ( Start time: 03:15:51 PM ) Total Marks: 1 

Strategic drift, where strategies progressively fail to address the strategic position of the organization, is frequently followed by: 

Select correct option: 

A change of CEO

Transformational change

Transformational change or demise

Transactional change

Question # 3 of 15 ( Start time: 03:17:20 PM ) Total Marks: 1 

In which case, probability of customer incraese to become a defector? 

Select correct option: 

Complaints not expressed but resolved

Complaints expressed and resolved

Complaints not expressed and not resolved

Complaints expressed but not resolved

Question # 4 of 15 ( Start time: 03:18:36 PM ) Total Marks: 1 

Companies can build interest and enthusiasm by using databases to remember customer preferences. This strategy helps to which of the following? 

Select correct option: 

Identify prospects 

Avoid serious customer mistakes 

Reactivate dormant customers 

Deepen customer loyalty 

Question # 6 of 15 ( Start time: 03:21:36 PM ) Total Marks: 1 

The acronyms that we use for FUD is: 

Select correct option: 

Fear, Uncertainty, Divisions

Fear, Uncertainty, Doubts

Fear, Understandings, Doubts

Fear, Understand, Debits

Question # 7 of 15 ( Start time: 03:23:02 PM ) Total Marks: 1 

Customer service facilitation includes EXCEPT: 

Select correct option: 

Divert attention of customer 

Resolve problem

Improve efficiency

Provide full information

Question # 5 of 15 ( Start time: 03:20:04 PM ) Total Marks: 1 

Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes by which of the following? 

Select correct option: 

Generic customer relationship management applications

Supply chain management applications.

Analytical customer relationship management applications

Operational customer relationship management applications

Question # 8 of 15 ( Start time: 03:23:47 PM ) Total Marks: 1 

Horizon cat food mailed a packet of catnip seed to every person who visited its website. Along with the catnip seed was a note that advised consumers to visit www.horizon.com if they wanted to create a cat-friendly garden. This illustration is the best use of which concept for approaching prospect customer? 

Select correct option: 

Print advertising

Direct marketing

Personal selling

Public relations

Question # 9 of 15 ( Start time: 03:25:15 PM ) Total Marks: 1 

Which one of the following terms deals with the same product availability in different weights? 

Select correct option: 

Proliferation of Labeling

Proliferation of Imaging

Proliferation of Packaging

Proliferation of Brand

Question # 10 of 15 ( Start time: 03:26:44 PM ) Total Marks: 1 

All helps to prevent customers’ defection EXCEPT: 

Select correct option: 

Compulsion due to technological and environmental forces

Attempt to Track Losses

Customers Specific Approach

Customer Win—Back Program

Question # 11 of 15 ( Start time: 03:28:14 PM ) Total Marks: 1 

The marketing concept holds that customers will remain loyal if: 

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The company produces a product with enough features to satisfy everybody 

The company's marketing activities are persuasive enough. 

A company offers numerous 'specials'. 

The customers' needs are met at a price that represents value for money.

Question # 12 of 15 ( Start time: 03:29:37 PM ) Total Marks: 1 

Which of the following statements is correct? 

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Acquiring customers is on tenth the cost of retaining customers

Retaining customers is same as the cost of acquiring new customers

Retaining customers is on fifth the cost of acquiring new customers

Retaining customers is on tenth the cost of acquiring new customers

Question # 13 of 15 ( Start time: 03:31:01 PM ) Total Marks: 1 

Personal selling is an effective tool to assist the buying process, especially for high priced products. Personal selling is not commonly used for which of the following purposes? 

Select correct option: 

Building up buyer's preferences

Pressurizing the customer into making a decision

To create static images only 

Developing customer convictions and feelings about a product and company 

Question # 14 of 15 ( Start time: 03:32:31 PM ) Total Marks: 1 

What is not the part of an effective integrated advertising campaign? 

Select correct option: 

Precision of message 

Cultivation of customer relationships

Impact 

Static images only 

Question # 15 of 15 ( Start time: 03:34:00 PM ) Total Marks: 1 

With respect to customer satisfaction, which of the following is referred as the key to success? 

Select correct option: 

Preference

Up-to-date Supply

Courtesy

Enthusiasm

Question # 1 of 15 Total Marks: 1 

One of the major trends in advertising is the issue of message dilution or distortion due to the increasing amount of competitive advertising that often results in confusing the consumers. This distortion is due to what? 

Select correct option: 

Advertising myopia 

Advertising coercion 

Advertising clutter 

Advertising confusion 

Question # 2 of 15 Total Marks: 1 

Which of the following is NOT a dimension of service quality? 

Select correct option: 

Empathy

Assurance

Reliability

Competence

Question # 3 of 15 Total Marks: 1 

The loyalists who divide their loyalty among few available brands are falls in which of the following category? 

Select correct option: 

The same watchers

Innovators

Hardcore 

The soft core

Question # 4 of 15 ( Total Marks: 1 

Which of the following is not one of the questions that needs to be answered in doing industry and competitive analysis? 

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What is causing the industry's competitive structure and business environment to change?

Which companies are in the strongest/weakest competitive positions?

What strengths, weaknesses, opportunities and threats are of the organzation?

What is competition like and how strong is each of the various competitive forces

Question # 5 of 15 Total Marks: 1 

When describing product and services along the tangible-intangible continuum for goods and services, which of the following is considered a dominant tangible? 

Select correct option: 

Fast food outlets

A haircut

Washing powder

A visit to the doctor

Question # 6 of 15 Total Marks: 1 

Operational customer relationship management supports which of the following function? 

Select correct option: 

Front Office 

Customer campaigns 

Effective interaction 

Data mining 

Question # 7 of 15 Total Marks: 1 

Which of the following customers require special attention? 

Select correct option: 

Children 

Foreign Visitors

Both a and b 

None of the above

Question # 8 of 15 Total Marks: 1 

Within our own organization, all works, efforts and objectives should focus on customers designing of product, ease and comfort to users, quality steadfastness are known as: 

Select correct option: 

Product Based Culture

Customer Success Factor

Customer-Based Measures

Customer-Based Culture

Question # 9 of 15 Total Marks: 1 

A security measure to stop unauthorized access to documents is: 

Select correct option: 

Backup/restore

Physical access restrictions

Network access control 

None of the given options

Question # 10 of 15 Total Marks: 1 

Which of the following are the two skills associated with being a good listener? 

Select correct option: 

To pay attention and to provide a strong point of view in response to a given message. 

To pay attention and to provide feedback.

To pay attention and to mask your disinterest when necessary. 

To listen to more than one message at a time and to provide constructive criticism. 

Question # 11 of 15 Total Marks: 1 

The term product should be broadly interpreted to encompass: 

Select correct option: 

Information, services, ideas, and issues

Tangible items and issues 

All tangible items 

All intangible items 

Question # 12 of 15 Total Marks: 1 

Customer services are defined as: 

Select correct option: 

Building company image 

Provision of all resources and benefits to customers 

The provision of labor and other resources

Increasing the value that buyer receives for their purchase

Question # 13 of 15 Total Marks: 1 

Which of the following is a special human trait that we need to sharpen and use very often in CRM? 

Select correct option: 

None of the given option

Foresee

Forecast

Forecast and foresee

Question # 14 of 15 Total Marks: 1 

How can complaints provide the firm with great value? 

Select correct option: 

They provide a chance to prove the company is right

They can be a source of information for a company

Resolving those ties up important resources

They offer an opportunity to shed bad customers

Question # 15 of 15

What is the difference between strategy and tactics? 

Select correct option: 

Strategy is formal, tactics are informal

Strategy reflects medium term objectives: tactics reflect long term objectives

Strategy is about major issues: tactics are about minor issues

Strategy is about overall direction: tactics are about ways of getting there