MKT206/ENT206  EXAM PRACTICE QUESTIONS AND ANSWERS

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One of the following is not a merit of CRM

a. Psychology of being tracked

b.It helps in getting all the data centralized.

c.It builds long-lasting relationships with customers

d.It helps to manage your growing database and speeds up the growth process

Which of the CRM technology components sit between the back office and the front office?

a.Enterprise application integration

b.Front office solutions

c.CRM engine

d.Data migration software

What focuses upon the creation of and delivery of lifetime value to the customer?

a.Work plan

b.Customer life cycle

c.Customer engagement

d.Customer management

Which of the following is not a step taken by firms to mitigate customer defection?

a.The company needs to estimate how much profit it loses and when it loses customers

b.The company must define and measure its retention rate

c.listening to customers

d.Information dissemination

All but one of the following are a consequence of a highly satisfied customer

a.Speaks favorably of the firm and its products and services

b.Work for the firm

c.Continue shopping for a long time

d.Buys more as long as the firm produces new products and the existing products are improved

What is the first step in the CRM implementation process?

a.Business objectives

b.Progarmme initiatives

c.Technology

d.Suppliers

The CRM selection and implementation processes do not include one of the following

a.Technology management

b.CRM review and selection

c.Project management

d.Data migration

One of the following is not an important decision in the CRM formation process

a.Purpose definition

b.Developing CRM programs

c.Selecting parties

d.Customer acquisition

What is the first step in the Jim Sterne and Matt Cutler\’s five-step customer life cycle

a.Conversion

b.Reach

c.Retention

d.Acquisition

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One of the following is not a tool deployed by the CRM project manager to help keep the CRM project on track

a.Budget spreadsheet

b.Calendar

c.Technology file

d.Work plan

Entrepreneurs are NOT confident in their abilities and the business concept.

a.FALSE

b.all of the above

c.TRUE

d.maybe

Entrepreneurship is derived from the _______ term entreprendre which means to undertake, to pursue opportunities, to fulfill the needs and wants through innovation and starting businesses.

a.Spanish

b.italian

c.french

d.english

Entrepreneurship involves the creation process of something new of value.

a.FALSE

b.all of the above

c.TRUE

d.maybe

Which one of the following is NOT an advantage of Entrepreneurship?

a.Personal Sacrifices

b.Challenge of a start-up

c.Autonomy

d.Financial control

Entrepreneurs often see things in a holistic sense; they can see the big picture when others see only the parts.

a.TRUE

b.all of the above

c.FALSE

d.maybe

Especially in the early years of a business, the entrepreneur often works extremely long hours, possibly six or seven days each week.

a.maybe

b.all of the above

c.TRUE

d.FALSE

Most economists today agree that entrepreneurship is a necessary ingredient for stimulating economic growth and employment opportunities in all societies.

a.maybe

b.all of the above

c.FALSE

d.TRUE

_________has been defined as a person\’s belief in his or her capability to perform a task.

a.self-actualization

b.self-determination

c.self-efficacy

d.self-reliance

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The concept of entrepreneurship does NOT involve the consideration of some opportunities to enhance living standards and business profits.

a.all of the above

b.TRUE

c.FALSE

d.maybe

An entrepreneur must NOT have more than a casual interest in the business because he or she must overcome many hurdles and obstacles.

a.FALSE

b.maybe

c.all of the above

d.TRUE

Work team offers the potential and prospect for positive growth and development in the area of entrepreneurial development.

a.FALSE\’

b.all of the above

c.maybe

d.TRUE

According to__________ the approach to strategic change is characterized by a process of artfully blending formal analysis, behavioral techniques, and power politics to bring about cohesive step-by-step movement towards ends that were initially conceived.

a.Quinn (1980)

b.Moss (1980)

c.Armstrong (1980)

d.none of the above

Christensen and Overdorf maintain that when an organization faces the same sort of problem that its processes and values were designed to address, managing can be straightforward.

a.FALSE

b.maybe

c.all of the above

d.TRUE…..

Work teams can exist in isolation.

a.maybe

b.FALSE

c.TRUE\’

d.all of the above

Which one of the following is NOT a mechanism for change according to Lewin\’s model?

a.changing

b.unfreezing

c.refreezing

d.diluting

__________ is an instrument of sustained and enduring success in business ventures.

a.group

b.none of the above

c.associate

d.team

Which one of the following is NOT a type of work team in an organization?

a.intectual team

b.Project team

c.Management team

d.Functional or operational team

The factors that define capabilities and disabilities evolve – they start with resources, then move to visible, articulated processes and values, and finally migrate to culture.

a.TRUE

b.FALSE

c.maybe

d.all of the above

Which one of the following is NOT among the 3 factors that affect organizational responses to different changes according to Christensen and Overdorf?

a.lands

b.processes

c.resources

d.values

Thurley (1979) described the following _________approaches to managing change.

a.6

b.3

c.7

d.5

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