Customer Relationships and Customer Service MCQs
Customer Relationships and Customer Service MCQs
These Customer Relationships and Customer Service multiple-choice questions and their answers will help you strengthen your grip on the subject of Customer Relationships and Customer Service. You can prepare for an upcoming exam or job interview with these Customer Relationships and Customer Service MCQs.
So scroll down and start answering.
1: Approach to Analytics is knowing what to do with all of the customer information available to the firm.
A. True
B. False
2: Software applications used in managing customer relationships.This statement is related to ______ .
A. CRM Applications
B. Customer Communities
C. Customer Lifetime Value
D. Customer Loyalty Programs
3: Customer Communities using company websites and _______ to facilitate communication or the exchange of ideas between customers and company personnel.
A. Social networks
B. Companies expenditure
C. Both a & b
D. None of these
4: The net present value of the customer’s lifetime projected profits is known as _______ .
A. CRM Applications
B. Customer Communities
C. Customer Lifetime Value
D. Customer Loyalty Programs
5: Customer Loyalty Programs rewarding repeat customers with _________ .
A. Discounts & credits
B. Cash
C. Prizes
D. All of these
6: Customer Loyalty Programs rewarding repeat customers with discounts, credits, cash, and prizes.
A. True
B. False
7: ________ refers to the active involvement of customers during service encounters.
A. CRM Applications
B. Customer Communities
C. Customer Relationship Process
D. Customer Participation Approach
8: The infrastructure that motivates valuable customers to remain loyal and buy again is known as ______ .
A. CRM Applications
B. Customer Communities
C. Customer Relationship Process
D. Customer Participation Approach
9: Customer Segmentation can design specific initiatives to satisfy the groups and provide personalized services to the most profitable groups.
A. True
B. False
10: Creating and maintaining an emphasis on service quality, and adding a sense of formality to the firm’s customer service strategy is known as _____ .
A. CRM Applications
B. Customer Service Departments
C. Customer Relationship Process
D. Customer Participation Approach
11: Customer service failure occurs when any of the customer service activities is neglected or performed poorly.
A. True
B. False
12: Customer service pilot project enables management to assess the impact of an initiative on customer satisfaction, the real costs involved.
A. True
B. False
13: The design and delivery of high-value customer service activities is known as ______ .
A. Customer Service Process
B. Customer Service Departments
C. Customer Relationship Process
D. Customer Participation Approach
14: Customer service teams can consist of executives, department managers, design engineers, and other personnel.
A. True
B. False
15: A hard-copy marketing communication is sent to potential customers’ addresses.This statement is known as ______ .
A. Direct Mail
B. Indirect mail
C. Internal mail
D. Both b & c
16: Which service determines the firm’s current customer service performance and that of its competitors ?
A. Customer Service Process
B. Customer Service Departments
C. External Customer Service Audits
D. Customer Participation Approach
17: Spam-blockers incorrectly identify an email as spam and block it is known as ______ .
A. False Positive Blocking
B. Focus Groups
C. High Quality Customer Service
D. None of these
18: Assembled groups of customers giving their opinions regarding various proposed program initiatives is known as _____ .
A. False Positive Blocking
B. Focus Groups
C. High Quality Customer Service
D. None of these
19: Happy-Productive Worker Hypothesis is overall job satisfaction is a critical link to employee performance and customer service performance.
A. False
B. True
20: High quality customer service using the four basic service principles— _______and wow factor .
A. Reliability
B. Recovery
C. Fairness
D. All of these
21: Reviewing the firm’s current customer service measures, policies, and practices is known as ______ .
A. Customer Service Process
B. Internal Customer Service Audit
C. External Customer Service Audits
D. Customer Participation Approach
22: Professionals who pose as customers to assess the customer service performance of employees is known as _____ .
A. Mystery Shoppers
B. Neighborhood Marketing
C. Order Cycle
D. None of these
23: Neighborhood Marketing identifying customers based on geography.
A. True
B. False
24: A type of segmentation that groups customers with similar needs, geographical locations, buying attitudes, or buying habits is known as ______ .
A. Mystery Shoppers
B. Neighborhood Marketing
C. Niche Segmentation
D. None of these
25: The time from initiation of the customer order until the product or service is delivered to the customer is known as ______.
A. Mystery Shoppers
B. Neighborhood Marketing
C. Niche Segmentation
D. Order Cycle
26: Outsourcing Customer Service using a third-party customer service provider
A. True
B. False
27: The customer service elements occurring after the product or service has been sold is known as ______ .
A. Post-Transaction Customer Service Elements
B. Pre-Transaction Customer Service Elements
C. Profitable Customer
D. None of these
28: The customer service elements occurring within the firm prior to, or apart from, the sale of goods and services is known as ____ .
A. Post-Transaction Customer Service Elements
B. Pre-Transaction Customer Service Elements
C. Profitable Customer
D. None of these
29: Profitable customer yields a higher revenue stream than the company’s cost of attracting, selling, and servicing that customer.
A. True
B. False
30: Telemarketing uses the telephone to identify potential new customers .
A. True
B. False
31: The customer service elements occurring during the order cycle are known as _____ .
A. Post-Transaction Customer Service Elements
B. Pre-Transaction Customer Service Elements
C. Transaction Elements of Customer Service
D. None of these
32: Personalizing catalogues to appeal to individuals or very small market niche segments is known as ______ .
A. Versioning
B. Viral Marketing
C. Virtual Call Center
D. None of these
33: Viral Marketing direct online information sharing between the ______ .
A. CEO & Manager
B. Manager & worker
C. Company & customers
D. Both b & c
34: Virtual Call Center locating the organization’s call center agents anywhere, while the center is managed as a single entity.
A. True
B. False
35: Web-Based Customer Service is enabling information to be provided to customers about the company’s goods and services in the field.
A. True
B. False
36: Customer service policies are activities that fall under which category of customer service elements?
A. Pre-transaction elements
B. Transaction elements
C. Post-transaction elements
D. Process elements
37: Customer service communication is an activity that falls under which category of customer service elements?
A. Pre-transaction elements
B. Transaction elements
C. Post-transaction elements
38: Warranty and maintenance services are activities that fallunder which category of customer service elements?
A. Pre-transaction elements
B. Transaction elements
C. Post-transaction elements
D. Process elements
39: Order status is an activity that fallsunder which category of customer service elements?
A. Pre-transaction elements
B. Transaction elements
C. Post-transaction elements
D. Process elements
40: Warehousing and product delivery are activities that fallunder which category of customer service elements?
A. Pre-transaction elements
B. Transaction elements
C. Post-transaction elements
D. Process elements
41: Generally, customer transaction data pertains to which segment of the customer relationship process?
A. Collect customer information
B. Segment customers
C. Design a customer relationship program
D. Revise program elements as warranted
42: Identifying profitable customers or neighborhood marketing pertains to which segment of the customer relationship process?
A. Collect customer information
B. Segment customers
C. Design a customer relationship program
D. Revise program elements as warranted
43: The number of new customers generated divided by the program investment is which performance metric?
A. Conversion efficiency
B. Maintenance ratio
C. Customer loss rate
D. General key-customer metric
44: The number of customers retained divided by the number of customers lost is which performance metric?
A. Conversion efficiency
B. Maintenance ratio
C. Customer loss rate
D. General key-customer metric
45: Average key customer longevity is which performance metric?
A. Conversion efficiency
B. Maintenance ratio
C. Customer loss rate
D. Key customer metrics
46: “Achieved through attention to reliability, recovery, fairness, and the wow-factor” describes _______.
A. High-quality customer service
B. Creating customer value
C. Customer contact centers
D. Customer service outsourcing
47: _______ might be used as a way to reduce costs while improving customer service.
A. High-quality customer service
B. Creating customer value
C. Customer contact centers
D. Customer service outsourcing
48: _______ have become a focal point for developing, monitoring, and improving customer service strategies.
A. High-quality customer service
B. Creating customer value
C. Customer contact centers
D. Customer service outsourcin
49: _______ is accomplished when customer service meets or exceeds customer expectations.
A. High-quality customer service
B. Creating value with customer service
C. Customer contact centers
D. Customer service outsourcing
50: Self service is one form of the _______ approach.
A. Customer participation
B. Customer value
C. Contact center
D. Customer outsourcing
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Customer Relationships and Customer Service MCQs
