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

SOLUTION....

Question # 1 of 10
Which of the following is an element of an organization’s internal-environment? Select correct option:
Wholesalers
Retailers
Employees
Competitors

Question # 2 of 10
Which of the following refers to Companies often failure to predict changes, either slow or long range to at least calculate their impact on their product and customers? Select correct option:
Failure to obtain Senior Management Commitment
Poor Communications
Failure to Coordinate
Inability to Predict Environmental Reaction

A _____ is an organized collection of comprehensive information about individual customers or prospects. Select correct option:
Business database
Customer mailing list
Customer database
Marketing database

Supporting customers through the process of selecting, purchasing, and maintaining a product or service is known as: Select correct option:
Customer loyalty
Customer satisfaction
Customer retention
Customer services

All of the following statements are principles of communication, EXCEPT: Select correct option:
Communication is a system
Communication is static
Communication can be intentional or unintentional
Communication is a process

Operational customer relationship management supports which of the following function? Select correct option:
Front Office
Customer campaigns
Effective interaction
Data mining

Question # 10 of 10
which of the following is NOT a dimension of service quality? Select correct option:
Empathy
Assurance
Reliability
Competence

Question # 1 of 10
Customer Service Culture includes all EXCEPT: Select correct option:
Traits
Value
Norms
Behavior

Question # 2 of 10
Promoters are those customers who? Select correct option:
Use product occasionally
Use product when required
Recommend a company to others
Use product continuously

Question # 3 of 10
Companies can gain a strong competitive advantage through having better-trained people. This is known as: Select correct option:
Personnel differentiation
Product differentiation
Personnel training
Human resources parity

Question # 4 of 10
Which of the following is Not part of marketing mix? Select correct option:
Competitors
Pricing
Promotion
Product

Question # 5 of 10
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 # 6 of 10
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 # 7 of 10
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 options
Foresee
Forecast
Forecast and foresee

Question # 8 of 10
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 # 10 of 10
Which one of these is NOT the major area on which customer relationship management focuses? Select correct option:
Expansion of customer base
Reduction of advertising costs
Gaining new customers, no focus on existing ones
Personal information gathering and processing

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