Mgt610 Online solved quiz

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

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

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

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 Customer relationship management does not move around which of the following?

(a) Customer retention

(b) Policies development

(c) Retain customers

(d) Customer satisfaction

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 variables 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

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

Q.9 Supporting customers through the process of selecting, purchasing, and maintaining a

product or service is known as:

(a) Customer loyalty

(b) Customer satisfaction

(c) Customer services

(d) Customer retention

Q.10 Geographical Concentration Means:

(a) Group of customers

(b) Specific geographical area

(c) Thick city markets

(d) Terrain of the so

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 http://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

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How to Make a Study Plan - VUsolutions

For most students, the most difficult part of any exam is the actual studying. Typically, there is so much material to study that students begin to procrastinate, putting off studying until the night before. After a late-night cram session, students arrive at the exam tired and feeling dazed by the sheer amount of information they've tried to absorb. The easiest way to study for an exam, and avoid the cram sessions, is to make a study plan.

Group or solo? - The first step to making a study plan is to decide whether you want to study alone or in a group. When planning study times and organizing study sessions for a group, the needs and schedules of the group are a factor. As a result, you must decide whether you will be studying with a group before continuing with making a study plan.

Time - There are two time elements that are crucial to an effective study plan. The first time element to consider is the amount of time you have until the exam, while the second is the amount of time during the day that you can set aside for studying. Try to study for at least two hours per day for major exams, like entrance exams, and at least thirty minutes per day for lecture exams. If you are limited on the amount of time until the exam, such as one week or less, then you will need to increase your daily study time. Set up a schedule with clearly marked study times for each day.

Content - The content to be studied depends on the type of exam. For placement exams, entrance exams, and licensure exams, there are no specific textbooks or prior lecture notes. There are, however, commercially available review guides, and textbooks and lecture notes from past classes often contain a great deal of material that will help with the exam. By looking at the content areas of the test, you can determine what readily available material to study. For course-based exams, textbooks and lecture notes are both ideal study content. Break the content into chunks, and then assign specific chunks to the study times that you have listed on your schedule.

Chronological - Assign chunks of material to study times in chronological order. In other words, study the material in the order that it was presented. Remember to allot more time for studying the most important information.

Critical first - Assign study times so the most critical method is covered first, and then work down to the least important information. Allow more time for covering the most critical information. If you are having trouble with the most important information, re-assign time from the least important information.

The Studying Process

Once you have set up study times and assigned material to them, it is time to study. When reading textbooks, take notes on the information. With lecture notes, write notes in the margin. Use a highlighter. The idea is to make key information readily available for review. In addition, making notes and looking up ideas to supplement notes reinforces the material in your mind. Quiz yourself as you finish each area you are studying to determine what you still need to review.

Study plans are as unique as the person making them. The most effective study plan will take into account your schedule, the times each day when you are able to study without interruption, and the amount of material that needs reviewed. By spreading out the study times and breaking up the information, you make it easier for to absorb and retain the necessary material before the exam.

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MBA Admission Criteria of VU - CHANGED by Virtual University of Pakistan

MASTER OF BUSINESS ADMINISTRATION (MBA) PROGRAMS:

The Master of Business Administration (MBA) programs are designed for students to broaden their view of business that include management, marketing, accounting, human resource, organizational behavior, business research etc. Students would have an option to select an area of specialization to strengthen their expertise. MBA degree will equip students to work at managerial positions in the industry, business or government sectors etc. Virtual University of Pakistan is offering MBA programs as under:

1)    MBA (3 ½ -Year/ 7-Semester, 96 Credit Hours) study program for candidates having 14-year of education.

2)    MBA (2 ½ -Year/ 5-Semester, 72 Credit Hours) study program for candidates having 16-year of non-business education.

3)   MBA (Executive) 2-Year/ 4-Semester, 72 Credit hours for candidates having 14-year of education along with 4-year job experience.

4)   MBA (1 ½ Year/ 3-Semester, 36 Credit Hours) for candidates having BBA 4-year program.

1)     MBA (3 ½ -Year/ 7-Semester, 96 Credit Hours)

The Faculty of Management offers a 3½ -year /7-semester program leading to an MBA degree. The program is designed specially for Bachelor graduates having 14-year education who want to adopt business as career and likes to enhance their professional business skills. The program provides opportunities to learn special business techniques required to excel in the challenging and rapidly changing world. The student can opt any one of the areas of specialization including ‘Banking’, ‘Finance’, ‘Human Resource Management’, ‘Information Technology’, ‘Management’, and ‘Marketing’.

ADMISSION ELIGIBILITY CRITERIA:

Candidate having 2-year Bachelor (14-year of education, i.e., BA/B.Sc./B.Com etc) from a recognized university/institute with at least 45% marks or CGPA 2.00 out of 4.

ASSESSMENT OF STUDY PROGRESS:

The students’ study progress evaluation mechanism is based on continuous assessment throughout semester by giving assignments, on-line quizzes, Graded Moderated Discussion Boards (GMDBs), mid-term and final-term exams. The mid-term and final-term exams are conducted at VU’s designated exam centers and usually count 80 to 85% of the total marks of a course.

AWARD OF DEGREE:

To be eligible for the award of MBA (3½ -year) candidates are required to complete at least 96 credit hours course work program by attending minimum 7-semester with at least Cumulative Grade Point Average of 2.30 out of 4.

SCHEME OF STUDY:

The courses may be revised from time to time as a result of continuous review to bring them at par with courses being taught at top-class foreign universities. While reviewing the courses needs of local industry and job market are also given full consideration courses. The candidates are required to complete the following MBA courses.

Click here to View Study Scheme of Master of Business Administration 

Total Credit Hours = 96

PROJECT/ INTERNSHIP REPORT:

Students are required to complete a Project/ Internship Report of 3-credit hours in the final semester of their MBA (3 ½ -year) program. The choice of the final project is at the student’s discretion. However, consultation with the student advisor is compulsory. Students have to submit a detailed write-up of the Project and may be required to give a presentation.

Student taking Internship course are required to complete 6 to 8 weeks internship in the organization and shall get internship letter from the concerned organization. The students who are already in service shall be exempted from Internship but required to submit the Project.

2)     MBA (2 ½ -Year/ 5-Semester, 72 Credit Hours)

The Faculty of Management offers a 2½ -year /5-semester program leading to an MBA degree. The program is designed specially for candidates having 16-year non-business education who want to adopt business as career and likes to enhance their professional business skills. The program provides opportunities to learn special business techniques required to excel in the challenging and rapidly changing world. The student can opt any one of the areas of specialization including ‘Banking’, ‘Finance’, ‘Human Resource Management’, ‘Information Technology’, ‘Management’, and ‘Marketing’.

ADMISSION ELIGIBILITY CRITERIA:

Candidate having 16-year of non-business education (who have put in minimum of 4 years of education after Intermediate, and obtained professional degrees like B.Sc. /B.E (Engineering), B.Sc. Agriculture, LLB or 4 years BA/BS programs/MBBS or Masters Degree in non-business discipline from a recognized university/institute with at least 45 % marks or CGPA 2.25 out of 4. BBA 3-year graduates with at least 45 % marks or CGPA 2.00 out of 4 are eligible & allowed course exemptions by the University.

ASSESSMENT OF STUDY PROGRESS:

The students’ study progress evaluation mechanism is based on continuous assessment throughout semester by giving assignments, on-line quizzes, Graded Moderated Discussion Boards (GMDBs), mid-term and final-term exams. The mid-term and final-term exams are conducted at VU’s designated exam centers and usually count 80 to 85% of the total marks of a course.

AWARD OF DEGREE:

To be eligible for the award of degree of MBA (2½-year) candidates are required to complete course work program by attending minimum five semesters, at least 72 credit hours with a minimum Cumulative Grade Point Average of 2.30 out of 4.

SCHEME OF STUDY:

The courses may be revised from time to time as a result of continuous review to bring them at par with courses being taught at top-class foreign universities. While reviewing the courses needs of local industry and job market are also given full consideration courses. The candidates are required to complete the following MBA (2½ year) courses:

Click here to View Study Scheme of Master of Business Administration 

Total Credit Hours = 72

PROJECT/ INTERNSHIP REPORT:

Students are required to complete a Project/ Internship Report of 3-credit hours in the final semester of their MBA (2½ year) program. The choice of the final project is at the student’s discretion. However, consultation with the student advisor is compulsory. Students have to submit a detailed write-up of the Project and may be required to give a presentation.

Student taking Internship course are required to complete 6 to 8 weeks internship in the organization and shall get internship letter from the concerned organization. The students who are already in service shall be exempted from Internship but required to submit the Project

3)     MBA (Executive) 2-Year/ 4-Semester, 72 Credit hours

The Faculty of Management offers a 2-year program leading to an MBA (Executive) degree. The program is designed for candidates having 14-year of education with 4-year job experience at Managerial cadre who want to adopt business as career and like to enhance their professional business skills. The program provides opportunities to learn special business techniques required to excel in the challenging and rapidly changing world. The student can opt any one of the areas of specialization including ‘Banking’, ‘Finance’, ‘Human Resource Management’, Information Technology’, ‘Management’ and ‘Marketing’. (Note: The one year Business Education program after 14 years education shall be equal to a Diploma in Business Administration).

ADMISSION ELIGIBILITY CRITERIA:

Candidate must have minimum 14-year education with 4-year experience / 16-year education with 2-year experience with followings:

• At least 2^nd division (at least 45 % marks).


• Experience must be post-qualification at Managerial position.


• Public sector Employee (Grade 17 or above) or Private sector Employee (Income Tax Payer having NTN).

ASSESSMENT OF STUDY PROGRESS:

The students’ study progress evaluation mechanism is based on continuous assessment throughout semester by giving assignments, on-line quizzes, Graded Moderated Discussion Boards (GMDBs), mid-term and final-term exams. The mid-term and final-term exams are conducted at VU’s designated exam centers and usually count 80 to 85% of the total marks of a course.

AWARD OF DEGREE:

To be eligible for the award of degree of 2-year MBA (Executive) candidates are required to complete course work program by attending minimum four semester, at least 72  credit hours with a minimum Cumulative Grade Point Average of 2.30 out of 4.

SCHEME OF STUDY:

The courses may be revised from time to time as a result of continuous review to bring them at par with courses being taught at top-class foreign universities. While reviewing the courses needs of local industry and job market are also given full consideration courses. The candidates are required to complete the following MBA (Executive) courses:

Click here to View Study Scheme of Master of Business Administration (Executive) 

Total Credit Hours = 72

Project / Internship Report:

Students are required to complete a Project/ Internship Report of 3-credit hours in the final semester of their MBA (Executive) program. The choice of the final project is at the student’s discretion. However, consultation with the student advisor is compulsory. Students have to submit a detailed write-up of the Project and may be required to give a presentation.

Student taking Internship course are required to complete 6 to 8 weeks internship in the organization and shall get internship letter from the concerned organization. The students who are already in service shall be exempted from Internship but required to submit the Project.

4)     MBA (1 ½ Year/ 3-Semester, 36 Credit Hours)

The Faculty of Management offers a 1½ year program leading to an MBA degree. The program is designed for candidates having Bachelor of Business Administration (4-Year program) who want to enhance their professional business skills. The program provides opportunities to learn special business techniques required to excel in the challenging and rapidly changing world. The student can opt any one of the areas of specialization including ‘Banking’, ‘Finance’, ‘Human Resource Management’, ‘Information Technology’, ‘Management’, and ‘Marketing’.

ADMISSION ELIGIBILITY CRITERIA

Candidates holding 4-year Bachelor of Science in Business Administration with at least CGPA 2.25 out of 4.00/ 2^nd Division (at least 45 % marks) are eligible to apply.

(Note: Candidates having specialization in their 4-year Bachelor of Business Administration are not allowed to select the same area of specialization as mentioned under Areas of Specialization).

ASSESSMENT OF STUDY PROGRESS:

The students’ study progress evaluation mechanism is based on continuous assessment throughout semester by giving assignments, on-line quizzes, Graded Moderated Discussion Boards (GMDBs), mid-term and final-term exams. The mid-term and final-term exams are conducted at VU’s designated exam centers and usually count 80 to 85% of the total marks of a course.

AWARD OF DEGREE

To be eligible for the award of Master of Business Administration (1½ year), the candidates are required to complete course work program by attending minimum three semesters, at least 36 credit hours with a minimum Cumulative Grade Point Average of 2.30 out of 4.

SCHEME OF STUDY:

The courses may be revised from time to time as a result of continuous review to bring them at par with courses being taught at top-class foreign universities. While reviewing the courses needs of local industry and job market are also given full consideration courses. The candidates are required to complete the following courses.

Click here to View Study Scheme of Master of Business Administration

Total Credit Hours = 36

RESEARCH PROJECT/ INTERNSHIP PROJECT:

Student who completed Internship in their previous bachelor degree/ already in service is required to complete a Research Project of 3-credit hours in the final semester of their MBA (1½ year) program. The choice of the final project is at the student’s discretion. However, consultation with the student advisor is compulsory. Students have to submit a detailed write-up of the Project and may be required to give a presentation.

Student that has not completed Internship in their previous Bachelor degree is required to take 6 to 8 weeks internship in an organization and shall get internship letter from the concerned organization.

NOTE: A student may select at least four courses from the area of specialization which not previously qualified in 4-year Bachelor of Business Administration.

(a) Fee structure for student within Pakistan:

Tuition fee rates are fixed and are dependent of the number of courses being taught in one semester. Security, Admission and Registration fee are charged once at the start of the first semester. The remaining charges are payable monthly. Security fee is refundable on completion of degree or in case of withdrawal from the University under rules.

Admission Fee	Rs. *3,500 one time
Registration Fee	Rs. 2,000 one time
Security	Rs. 5,000 (one time, refundable)
Enrolment Fee Tuition Fee/credit hour	Rs. 1,000 (per semester) Rs. 750
Admission Processing Fee+	Rs. 200 (online admission form)/ Rs.50 (on VU purchased admission form)

*Admission fee includes degree verification fee.

+For Online admission Rs. 200/- charged with fee voucher & for purchased admission form Rs. 150/-

to the campus for admission form & Rs. 50/- to be charged with voucher.

NOTE: Fee payable at the time of admission is Rs. 11,700/- (includes admission fee, registration fee, security fee, semester enrollment fee and admission processing fee).

(b) Fee structure for Student outside Pakistan:

Pakistani students abroad should deposit fee through FTT (Foreign Telegraph Transfer) or bank draft inclusive of Bank charges that is minimum up to $ 15 per transaction.

Admission Fee	US *$60 one time
Registration Fee Enrolment Fee Tuition fee	US $50 one time US $15 (per semester) US $30

*Admission fee includes degree verification fee.

NOTE: Fee payable at the time of admission is $125 (includes admission fee, registration fee, security fee, semester enrollment fee and admission processing fee).