From the customer's perspective, all of the following are characteristics of an effective channel EXCEPT:
A. direct
B. convenient
C. control and consistency
D. fast
E. flexible
From a CRM perspective, which of marketing's four Ps would correspond to call centers, websites that incorporate live chat or email and online libraries?
A. product
B. price
C. promotion
D. placement
All of the following are the customer's perspective of an effective channel EXCEPT:
A. complete
B. secure and error free
C. dispersed
D. accessible
E. flexible
Strategically determined pricing is based on all of the following EXCEPT:
A. appearance
B. perceived value
C. competition
D. brand identity
Customer service management is comprised of four steps which include all of the following EXCEPT:
A. developing response procedures
B. developing core competencies
C. developing customer service management strategy
D. developing metrics
E. developing infrastructure for implementing response procedures
What is the starting point of a product when a customer-focused strategy is pursued?
A. customer need
B. technology
C. marketing driven
D. product development
What does up-selling involve?
A. increasing the volume of the customer's purchases
B. increasing the value of the customer's purchases
C. transferring the customer to more expensive and more profitable items
D. encouraging a customer to purchase additional, often complimentary products and services
What does cross-selling involve?
A. increasing the volume of the customer's purchases
B. increasing the value of the customer's purchases
C. transferring the customer to more expensive and more profitable items
D. encouraging a customer to purchase additional, often complimentary, products and services
What is one of the goals and benefits of CRM?
A. customer visibility
B. customer velocity
C. greater operating efficiencies
D. increased brand awareness in the market
Creating a customer-focused business includes all of the following steps EXCEPT:
A. implement CRM program
B. align business to customer focus
C. redefine company mission
D. create customer map
E. identify customer needs
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