sol to marketing quiz

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