MGMT300
Customer Care & Relationship Management
Comprehensive Finals Test (Qns & Ans)
2025
1. Which of the following strategies is most effective in building
long-term customer relationships?
- A. Offering frequent discounts
- B. Providing personalized customer service
- C. Implementing a strict return policy
- D. Conducting aggressive sales calls
ANS: B. Providing personalized customer service
©/2025
, Rationale: Personalized customer service helps build long-
term relationships by addressing individual customer needs and
preferences, enhancing customer satisfaction and loyalty.
2. What is the primary goal of customer relationship
management (CRM) systems?
- A. Increasing operational costs
- B. Enhancing customer satisfaction and retention
- C. Reducing product quality
- D. Limiting customer interactions
ANS: B. Enhancing customer satisfaction and retention
Rationale: The primary goal of CRM systems is to enhance
customer satisfaction and retention by managing and analyzing
customer interactions and data throughout the customer lifecycle.
Fill-in-the-Blank Questions
3. The __________ is a metric that measures the likelihood of
customers recommending a company's products or services to
others.
ANS: Net Promoter Score (NPS)
©/2025
, Rationale: The Net Promoter Score (NPS) is a metric that
measures the likelihood of customers recommending a company's
products or services to others, providing insights into customer
loyalty and satisfaction.
4. In customer relationship management, __________ involves
analyzing customer data to identify patterns and insights that can
inform business decisions.
ANS: data mining
Rationale: Data mining involves analyzing customer data to
identify patterns and insights, helping businesses make informed
decisions and improve customer relationships.
True/False Questions
5. True or False: Customer satisfaction surveys are an effective
tool for gathering feedback and identifying areas for
improvement.
ANS: True
Rationale: Customer satisfaction surveys are an effective tool
for gathering feedback from customers and identifying areas for
improvement, helping businesses enhance their products and
services.
©/2025
, 6. True or False: Cross-selling involves offering additional
products or services to existing customers based on their previous
purchases.
ANS: True
Rationale: Cross-selling involves offering additional products
or services to existing customers based on their previous
purchases, helping to increase sales and improve customer
satisfaction.
Multiple Response Questions
7. Which of the following are key components of a successful
customer care strategy? (Select all that apply)
- A. Timely response to customer inquiries
- B. Clear communication
- C. Rigid and inflexible policies
- D. Empathy and understanding
ANSs: A, B, D
Rationale: Key components of a successful customer care
strategy include timely response to customer inquiries, clear
communication, and empathy and understanding. Rigid and
inflexible policies can hinder customer satisfaction.
©/2025
Customer Care & Relationship Management
Comprehensive Finals Test (Qns & Ans)
2025
1. Which of the following strategies is most effective in building
long-term customer relationships?
- A. Offering frequent discounts
- B. Providing personalized customer service
- C. Implementing a strict return policy
- D. Conducting aggressive sales calls
ANS: B. Providing personalized customer service
©/2025
, Rationale: Personalized customer service helps build long-
term relationships by addressing individual customer needs and
preferences, enhancing customer satisfaction and loyalty.
2. What is the primary goal of customer relationship
management (CRM) systems?
- A. Increasing operational costs
- B. Enhancing customer satisfaction and retention
- C. Reducing product quality
- D. Limiting customer interactions
ANS: B. Enhancing customer satisfaction and retention
Rationale: The primary goal of CRM systems is to enhance
customer satisfaction and retention by managing and analyzing
customer interactions and data throughout the customer lifecycle.
Fill-in-the-Blank Questions
3. The __________ is a metric that measures the likelihood of
customers recommending a company's products or services to
others.
ANS: Net Promoter Score (NPS)
©/2025
, Rationale: The Net Promoter Score (NPS) is a metric that
measures the likelihood of customers recommending a company's
products or services to others, providing insights into customer
loyalty and satisfaction.
4. In customer relationship management, __________ involves
analyzing customer data to identify patterns and insights that can
inform business decisions.
ANS: data mining
Rationale: Data mining involves analyzing customer data to
identify patterns and insights, helping businesses make informed
decisions and improve customer relationships.
True/False Questions
5. True or False: Customer satisfaction surveys are an effective
tool for gathering feedback and identifying areas for
improvement.
ANS: True
Rationale: Customer satisfaction surveys are an effective tool
for gathering feedback from customers and identifying areas for
improvement, helping businesses enhance their products and
services.
©/2025
, 6. True or False: Cross-selling involves offering additional
products or services to existing customers based on their previous
purchases.
ANS: True
Rationale: Cross-selling involves offering additional products
or services to existing customers based on their previous
purchases, helping to increase sales and improve customer
satisfaction.
Multiple Response Questions
7. Which of the following are key components of a successful
customer care strategy? (Select all that apply)
- A. Timely response to customer inquiries
- B. Clear communication
- C. Rigid and inflexible policies
- D. Empathy and understanding
ANSs: A, B, D
Rationale: Key components of a successful customer care
strategy include timely response to customer inquiries, clear
communication, and empathy and understanding. Rigid and
inflexible policies can hinder customer satisfaction.
©/2025
