BESTMKT PDF

Hammad Amjad Q.1 Why have consumers/customers been so hyper-aware and so nervous? a. Much more information is collected and seemingly available to more people at much faster rate. b. Much more information is collected and seemingly not available to more people at much faster rate. c. Much more information is not collected and seemingly available to more people at much faster rate. d. Much more information is not collected and seemingly not available to more people at much faster rate. Q.2 __________ organization try to segment their customers based on what product the customer purchased. a. Production-centered b. Product-centered c. Customer-centered d. Consumer-centered Q.3 The organizations make their special offer to the customers who will provide the highest profit margins, greatest response rate and __________. a. Lowest revenue b. Greatest cost c. Lowest cost d. None of the given options Q.4 If Mr. A buys 1,000 items from a super store with a profit margin of only Rs. 1 for each item and Mr. B buys only 500 items from the same super store but the profit was Rs. 5 for each item, which customer is the most valuable? a. Mr. A b. Mr. B c. Both Mr. A & Mr. B d. None of the above Q.5 If two customers choose exactly the same package of certain service, but customer A calls for help weekly and customer B calls only twice a year, which is most valuable customer? a. Both A & B customer b. Customer A c. Customer B d. None of the above Q.6 The customers who are not so-well-educated are called __________. a. Loyal customer b. Soft customer Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer c. None educated customer d. Difficult customer Q.7 All sensory impressions (Learning, seeing, smelling, feeling and tasting) are telegraphed to our mind at the rate of approximately __________ per day. a. 100, 0000 impressions b. 10,000 impressions c. 100,000 impressions d. 110,000 impressions Q.8 __________ is a tangible company asset that can (and should) be inventoried and managed. a. Geographical information b. Customer information c. Product information d. All of the given options Q.9 Both __________ depend on electronic information that has been collected about customers, in place of human knowledge, to build and manage relationships. a. CRM and e-CRM b. Customer and consumer c. Product and service d. Service and idea Q.10 __________ is the symptom of poor listening. a. Listening Germinates Receptivity b. Use correct level of language c. Resist distractions d. Eradicating details Q.1 Which ONE of the following in not the requirement for managing customer? a. Need and want of customers b. Measurement of most or least profitability of customer or product c. Measurement of least growth potential of product or customer d. Knowing which customers will be advocates and supporters Q.2 CRM as a discipline that depends on people, process, information and __________ a. Technology b. Innovation c. Discovery d. All of the given options Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer Q.3 According to AOL Cyber study conducted in early in 2000, the increase form __________ per cent of the internet community purchasing something online in 1998 to __________ per cent of the same group purchasing semi-regularly online in 1999. a. 7, 32 b. 13, 42 c. 3, 42 d. 3, 32 Q.4 A __________ is a software application that enables a user to display and interact with text, images, and other information for customers/consumers located on a web page at a website on the World Wide Web or a local area network. a. Web browser b. HTML c. HTTP d. None of the given options Q.5 Which one of the following is NOT a part of sales applications? a. Compensation b. Opportunity and Pipeline Management c. Proposal Generation and Management d. Budgeting and forecasting Q.6 MRP is stand for __________ a. Materials resource pricing b. Material resource planning c. Material resource placing d. None of the given options Q.7 Acquiring the Right Customers, based on known characteristics, which drives growth and increased profit margin, is a benefit of __________ a. CRM Process b. eCRM c. CRM d. eCRM process Q.8 Correlate, combine, cognize and __________ are the four C’s of CRM Process a. Connect b. Customer c. Consumer d. None of the given options Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer Q.9 Quicker attention and resolution of complaints lead to ________ a. High profits b. Low cost c. Favorable word of mouth d. Stronger customer relationship Q.10 Organization’s win-back programs should be _________. a. Policy base b. Reward base c. Profit base d. Sales base Q.1 Which of the following is NOT the general purpose of CRM? (a) Purpose of CRM is better managing their customers through the introduction of reliable systems and methods. (b) Purpose of CRM is enable organizations to service their existing customers more emphatically and more forcefully (c) Purpose of CRM is not developing processes and procedures for interacting new customers. (d) All of above given options Q.2 Geographical Concentration Means: (a) (b) (c) (d) Group of customers Specific geographical area Thick city markets Terrain of the soil Q.3 Service Deficiency is known as: (a) (b) (c) (d) Product defects Inefficient service standards Incorrect service provision Identified in-sufficiency of service Q.4 Customer demands from suppliers are: (a) (b) (c) (d) Good people to handle them Good price and discounts Good Environment All of the above given options Q.5 Front Office CRM Systems covering real-time aspects of sales related activity is referred to as: (a) (b) (c) Automated Marketing CRM Customer Communications CRM Customer Services Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer (d) Sales Force Automation Q.6 Which of the following reasons to lose the customer? (a) (b) (c) (d) Price related reasons Product related reasons Service-related reasons All of above given options Q. 7 Relationship marketing approach has great significance from the organization’s point of view. Which one of the following is true? (a) Relationship management is enhancement in customer recruitment cost (b) Relationship management is reduction of customer base (c) Relationship management is reduction in advertisement and other sales promotion expenses (d) Relationship management is the loss of customer selectivity approach Q.8 The implementing CRM approach may include: (a) (b) (c) Training of Employees A Modification of Business Processes based on customers' needs An adoption of Relevant IT Systems (including software and maybe hardware) and/or usage of IT service that enable the organization or company to follow its CRM strategy. (d) All of above given options Q.9 Which one of the following in NOT the propriety of handling handicap customers. (a) (b) (c) (d) Making the customer realize his or her handicap Try to figure out things they cant say or explain Don’t show any offence Handle with special aids for the kind of helplessness Q.10 One objective of an overall __________ is to put the organization into a position to carry out its mission effectively and efficiently. (a) (b) (c) (d) Strategic management Strategy formulation Corporate strategy All of above given options Q. 1 Customer relationship management does not move around which of the following? (a) Customer retention (b) Policies development (c) Retain customers (d) Customer satisfaction Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer Q.2 Which of the following is NOT the general purpose of CRM? (a) Purpose of CRM is better managing customers through the introduction of reliable systems and methods. (b) Purpose of CRM is to enable organizations to service their existing customers more emphatically and more forcefully. (c) Purpose of CRM is not developing processes and procedures for interacting new customers. (d) All of above given options Q.3 Service Deficiency is known as: (a) Product defects (b) Inefficient service standards (c) Incorrect service provision (d) Identified in-sufficiency of service Q.4 The process of performing activities that increase the value of goods or services to consumers is known as: (a) Value development (b) Value creation (c) Value chain (d) Value addition Q.5 Incentive schemes, additional services and sentiments based scheme are called: (a) Concentration on the paying ability of customers (b) Building switching barriers (c) Relationship based pricing schemes (d) Differentiation in price and quality standards Q.6 Life style is an important variable of which of the following market segmentation? (a) Time segmentation (b) Geographic segmentation (c) Psychographics segmentation (d) Demographic segmentation Q.7 Customer service facilitation includes EXCEPT: (a) Divert attention of customer (b) Resolve problem (c) Improve efficiency (d) Provide full information Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer Q.8 traditionally, stores have carried inventory to: (a) Terminate production economies (b) Eliminate forecasting uncertainty (c) Provide better service for customers (d) Prevent strikes or product shortages 1. Traditional marketing approach is not based on A. B. C. D. Gaining new customers Retaining Customers Individual transaction Market share 2. Customer who always use your product over competitor’s product are called A. Regular customer B. Loyal customers C. New customer D. A&B 3. CRM is selling product or service by using A. Economic inducement B. Business inducement C. Psychological inducement 4. ------------- is performing activities that increase the value of goods or services to consumers. A. Value addition B. Value creation C. value chain 5. Which of the following is one of the CRM business drivers? A. Inventory control B. Increase revenues C. Automation/productivity/efficiency D. All of the above 6. Quicker attention and resolution of complaints lead to ________ A. High profits B. Low cost C. Favorable word of mouth D. Stronger customer relationship Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer 8. Why would developing a privacy program be worthwhile for a company? A. So competitors can't steal its information B. To keep company secrets "in house" C. In order to demonstrate its respect for customer privacy D. In order to demonstrate its lack of respect for customer privacy E. Privacy policies are required by law 9. Analytical CRM analyzes customer data for following purposes except A. Design and execution of targeted marketing campaigns to optimize marketing effectiveness. B. Measuring and Optimizing Customer Relationships C. Delivers personalized and efficient marketing, sales, and service through multi-channel collaboration D. Data mining 10. -------------- involves the area of Customer Service and Support. A. Collaborative CRM B. Analytical CRM C. Operational CRM D. None of the Above 1. Which of the following process deals with the concept of designing marketing communications programs those coordinate all promotional activities to provide a consistent message across all audiences? Integrated marketing communications Relationship marketing The marketing mix Direct marketing 2. What is the largest media which we adopt for intensive interaction with respect to direct response? Telemarketing Door-to-door Broadcast Mail 3. Which of the following statements describes a key difference between advertising and publicity? Publicity is more expensive on a cost-per-contact basis than advertising. Publicity is usually directly paid, and advertising is usually indirectly paid. Advertising is usually directly paid, and publicity is usually indirectly paid. Publicity always has a much greater reach than advertising. Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer 4. Mention the characteristics of good CRM that this system contains. Integration between the customers calls and e-mails Does not need integration between the customers calls and e-mails Has never had the customers calls and e-mails integrated Integration between the customers calls and the headsets the agents wear 5. Which aspect of a message focuses on new information or ideas? Channel Relationship Content Context 6. A specified demographic group for which an advertising message is designed , is know as: Target Audience Lobbying efforts Spin Astroturf 7. Which of the following is heading the activities by which group pressures are brought to bear on legislatures, the legislative process, and all aspects of the public-policy-making process? Lobbying Spin Astroturf Press Conferences 8. Which one of the following is not a typical CRM application? Proposal preparation systems Lead management systems Call management Sales support systems Customer records Q.7 Acquiring the Right Customers, based on known characteristics, which drives growth and increased profit margin, is a benefit of __________ a. b. c. d. CRM Process eCRM CRM eCRM process Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer Q.9 a. b. c. d. Quicker attention and resolution of complaints lead to ________ High profits Low cost Favorable word of mouth Stronger customer relationship Q.10 Organization’s win-back programs should be _________. a. b. c. d. Policy base Reward base Profit base Sales base Question # 1 of 10 Which of the following is an element of an organization’s internalenvironment? 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 Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer 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 Opertional 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? Empathy Assurance Reliability Competence MKT610 Recent Quiz (2): • Question # 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 Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer Which of the following is NOT a dimension of service quality? Select correct option: • Empathy • Assurance • Reliability • Competence <~ Question # 3 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 Which of the following is not one of the questions that needs to be answered in doing industry and competitive analysis? Select correct option: • What is causing the industry's competitive structure and business environment to change? <~ not sure... • 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 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 <~ Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer • A haircut • Washing powder • A visit to the doctor Question # 6 Operational customer relationship management supports which of the following function? Select correct option: • Front Office • Customer campaigns • Effective interaction <~ • Data mining Question # 7 Which of the following customers require special attention? Select correct option: • Children • Foreign Visitors • Both a and b <~ • None of the above Question # 8 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 Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer Question # 9 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 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 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 Customer services are defined as: Select correct option: • Building company image • Provision of all resources and benefits to customers Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer • The provision of labor and other resources • Increasing the value that buyer receives for their purchase <~ Question # 13 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 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 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 Baber's company was just surprised by a new competitor in their field. Baber wants to plan a way for his business to retake the lead. For this purpose, Baber offered a plan to compete in the market. Which one of the following parts of the strategic landscape has been described? Select correct option: Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer Strategy initiation Strategy formulation Strategy implementation Strategy assessment 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 Customer relationship management does not move around which of the following? Select correct option: Customer retention Policies development Retain customers Customer satisfaction The way airline tickets are marketed is an example of: Select correct option: Company orientation Customer orientation Selling orientation Product orientation Supporting customers through the process of selecting, purchasing, and maintaining a product or service is known as: Select correct option: Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer Customer loyalty Customer satisfaction Customer retention Customer services Automation to the basic business processes refers to: Select correct option: Operational CRM Public relations Analytical CRM Collaborative CRM Telemarketing in B2B has increased at the expense of which concept. Select correct option: Personal selling Direct mail Advertising Promotions Life style is an important variables of which of the following market segmentation? Select correct option: Time segmentation Geographic segmentation Psychographics segmentation Demographic segmentation Insufficient information sharing among stakeholders would result as: Select correct option: Failure to obtain Senior Management Commitment Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer Poor Communications Failure to Coordinate Inability to Predict Environmental Reaction The way of searching for new customer is need of very marketer. Which concept is the most appropriate explanation of given definition? Select correct option: Presenting Prospecting Trawling Soliciting Which of the following is NOT concerned with strategy implementation? Select correct option: Situational analysis Managing the process Responsibility of specific tasks Allocation of sufficient resources A customer-driven strategy has three main strands. Which of the following is not one of them? Select correct option: Understanding the customer An obsession with efficiency Provision of real value for money Responsiveness to customer needs customer relationship management analyzes customer's data for following purposes EXCEPT: Select correct option: Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer Delivers personalized and efficient marketing, sales, and service through multi-channel collaboration. Data mining Measuring and optimizing customer relationships Design and execution of targeted marketing campaigns to optimize marketing effectiveness. Products can be further classified according to their tangibility and durability. Which one of the following is NOT a feature of product durability? Select correct option: Used on many occasions. Normally survive for several years. Consumed rapidly Used over an extended period of time Audiences for public relations are: Select correct option: Suppliers Employees Local Authorities Top Management Question # 1 of 15 ( Start time: 01:32:42 AM ) Total Marks: 1 Telemarketing in B2B has increased at the expense of which concept. Select correct option: Personal selling Direct mail Advertising Promotions Question # 2 of 15 ( Start time: 01:34:04 AM ) Total Marks: 1 Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer Logic and reasoning are helpful for which one of the following categories? Select correct option: Message understanding Critical listening Responding to message Receiving a message Question # 3 of 15 ( Start time: 01:34:38 AM ) Total Marks: 1 Which of the following statements is true? Select correct option: Brand recognition is the end result of Brand Familiarity Brand Familiarity is the end result of Brand recognition Brand recognition is not the end result of Brand Familiarity None of the given statement is wrong Question # 4 of 15 ( Start time: 01:35:10 AM ) Total Marks: 1 In service marketing, the most important link to the customer is known as: Select correct option: The tangible aspects of the service Well-trained contact employees Good word-of-mouth communication Effective advertising Question # 5 of 15 ( Start time: 01:35:40 AM ) Total Marks: 1 Why would developing a privacy program be worthwhile for a company? Select correct option: Privacy policies are required by law In order to demonstrate its lack of respect for customer privacy Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer To keep company secrets "in house" So competitors can't steal its information Question # 6 of 15 ( Start time: 01:36:08 AM ) Total Marks: 1 Which of the following system typically a part of a company’s customer relationship management system that automatically records all the stages in a sales process? Select correct option: Business Automation (BA) Enterprise Marketing Automation (EMA) Sales Force Automation (SFA) Customer Service and Support (CSS) Question # 7 of 15 ( Start time: 01:36:32 AM ) Total Marks: 1 The process of performing activities that increase the value of goods or services to consumers is known as: Select correct option: Value development Value creation Value chain Value addition Automation to the basic business processes refers to: Select correct option: Operational CRM Public relations Analytical CRM Collaborative CRM Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer Question # 9 of 15 ( Start time: 01:37:59 AM ) 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 # 10 of 15 ( Start time: 01:38:40 AM ) Total Marks: 1 The way airline tickets are marketed is an example of: Select correct option: Company orientation Customer orientation Selling orientation Product orientation Question # 11 of 15 ( Start time: 01:39:38 AM ) Total Marks: 1 Which of the following is known as the highest level of managerial activity? Select correct option: Strategic management Financial management Marketing management Operations management Question # 12 of 15 ( Start time: 01:40:16 AM ) 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. Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer 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. s Question # 13 of 15 ( Start time: 01:41:40 AM ) Total Marks: 1 Artificially created grassroots coalitions are referred to which one of the following concepts? Select correct option: Advertising Spin Lobby groups Astroturf Identify which of the following objective is NOT related to "total customer care program"? Select correct option: Only earns revenue Always provide choices Extend opportunity to inspect the brand Display organization image and goodwill Question # 15 of 15 ( Start time: 01:43:11 AM ) Total Marks: 1 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 1. Which of the following tool provides the company with business-related information like industry trends and competitor information? a) Business Automation (BA) Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer b) Enterprise Marketing Automation (EMA) c) Customer Service and Support (CSS) d) Sales Force Automation (SFA) 2. A security measure to unauthorized access to documents is: a) Backup/restore b) Physical access restrictions c) Network access control d) None of the given options 3. The centralized storage (in a data warehouse) of all information relevant to customer interaction is BEST described by which of the following concepts? a) Collaborative CRM b) Scalability c) Data base d) Workflow 4. With respect to customer satisfaction, which of the following is referred as the key to success? a) Preference b) Up-to-date Supply c) Courtesy d) Enthusiasm 5. Product-related ethical issues can arise when marketers: a) Do not provide consumers with enough information about product transportation. b) Fail to disclose information to consumers about the risks associated with using a product. c) Force intermediaries to behave in a specific manner. d) Do not provide consumers with enough information about how a product is priced. 6. A _____ is an organized collection of comprehensive information about individual customers or prospects. a) Business database b) Customer mailing list c) Customer database d) Marketing database 7. Companies can gain a strong competitive advantage through having bettertrained people. This is known as: a) Personnel differentiation b) Product differentiation Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer c) Personnel training d) Human resources parity 8. In service marketing, the most important link to the customer is known as: a) The tangible aspects of the service b) Well-trained contact employees c) Good word-of-mouth communication d) Effective advertising 9. Which of the following is a technique that might be used by an active listener? a) Offer a point of view often when in conversation b) Paraphrase the speaker's meaning c) Express concern d) Explain the speaker's meaning 10. Which of the following are the two skills associated with being a good listener? a) To pay attention and to provide a strong point of view in response to a given message b) To pay attention and to provide feedback c) To pay attention and to mask your disinterest when necessary d) To listen to more than one message at a time and to provide constructive criticism 11. Which of the following is NOT part of an organization’s micro-environment? a) Competitors b) Suppliers c) Customers d) Government legislation 12. Which of the following are the means by which long-term objectives will be achieved? a) Long-term goals b) Mission statements c) Strategies d) Vision statements 13. Karen's company just finished meeting with the consultants who delivered a 4-year plan of improvements. Which part of the strategic landscape is described? a) Strategy initiation b) Strategy formulation c) Strategy implementation d) Strategy assessment 14. It is a job for the whole management team, not a few senior managers, because every manager needs to be concerned with what has to be done in Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer his/her area of authority to implement the company's strategy successfully refers to as: a) Implementing and executing strategy b) Formulating and implementing strategy c) Formulating and executing strategy d) Statement is wrong 15. Which one of the following is NOT a good indicator of how well a company's present strategy is working? a) The company's market share ranking and whether its share is trending up, down, or staying more or less the same b) Whether the company is regarded as a leader in some significant area (technology,product quality, customer service, product innovation and so on) and the firm's image and reputation with customers c) Whether the company's profit margins are increasing or decreasing and how large they are relative to other firms in the industry d) Whether the company's resource strengths and competitive capabilities outweigh its 16. 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? a) Inability to predict environmental reaction b) Failure to coordinate c) Poor communications d) Failure to obtain senior management commitment 17. Immediate attention and help must be given to customers in sensitive to situations. This skill refers to which of the followings? a) Skill to listen b) Skill to speed up response c) Skill to provide positive experience d) Skill to be receptive 18. Branding assists buyers in numerous ways. Which of the following is NOT a direct consumer benefit derived from branding? a) Brand names convey product quality b) Branding enables suppliers to attract loyal and profitable set of customers c) Brand names raise awareness and increase consumer interest d) Brand names increase shopper efficiency Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer 19. Consumer’s perception of product or service quality is influenced by which of the following category? a) Brand perception, price perception, and value perception b) Brand name, objective price, and perceived sacrifice c) Brand perception, price perception, and store perception d) Brand name, objective price, and willingness to buy 20. A brand relationship strategy is used for which of the following purpose? a) Focuses on profits b) Identifies building market share as its objective c) Pulls a firm's diverse product lines into a “family of brands” d) Brings brands and customers together Create PDF with GO2PDF for free, if you wish to remove this line, click here to buy Virtual PDF Printer