CSCP 399模拟考试题
Q:1 The effectiveness of the CRM strategy must be ______ to ensure that thestrategy is having the desired effects of establishing lifetime customers and increasing the organization's profitability?
You answered: C) Measured
The correct answer was: C) Measured
Explanation: The CRM strategy must be measured to ensure that the strategy ishaving the desired effects of establishing lifetime customers and increasing theorganization's profitability.
Q:1 The obvious way organizations can gauge their success at establishing loyal
customers is to measure customer ______ ?
You answered: A) Retention
The correct answer was: C) Satisfaction
Q:1 _____ customer feedback questionnaires are a good source of data for measuring timely customer satisfaction levels?
You answered: B) Extensive
The correct answer was: D) Transaction
Explanation: Transaction customer feedback questionnaires are a good source of data for measuring timely customer satisfaction levels.
Q:1 If a customer indicates dissatisfaction employees are _______________to address the problem or concern immediately?
You answered: A) Encouraged
The correct answer was: D) Trained
Explanation: When a customer indicates dissatisfaction employees are trained to address the problem or concern immediately.
Q:1 The organizational or team goal must be to give customers what they wantand achieve a ______ percent customer satisfaction rate?
You answered: B) 90
The correct answer was: A) 100
Explanation: Organizations and teams must have the goal of giving customers what they want every time and achieve a 100 percent customer satisfaction rate.
Q:1 During a ______ review key customers (B2B) can provide valuable customer satisfaction data by evaluating their account manager's or team's results?
You answered: A) Performance
The correct answer was: A) Performance
Explanation: During a performance review key customers (B2B) can provide
valuable customer satisfaction data by evaluating their account manager's or team's results?
Q:1 The first step toward effective outsourcing is to establish clear performance________________ from the vendor who will provide the rvice?
You answered: C) Expectations
The correct answer was: C) Expectations
Explanation: Clear performance expectations must be addresd up front the vendor who will provide the rvices.
Q:1 It is important that an organization measure vendor performance at_______________ intervals to ensure customer needs are satisfactory being met?
You answered: B) Regular
The correct answer was: B) Regular
Explanation: An organization must measure vendor performance at regular intervals and make any necessary adjustments needed to ensure customer needs are satisfactory being met.
Q:1 It is esntial for organizations working with ______ vendors to coordinate activities and to establish a formal sharing of best practices among the vendors?
You answered: B) Outsourced
The correct answer was: D) Multiple
Explanation:Organizations working with multiple vendors need to activities and establish a formal sharing of best practices among all the.
Q:1 When an organization’s need for a new outsourced vendor aris,organizations need to be prepared with an exit strategy?
You answered: B) Alternative
The correct answer was: A) Exit
Explanation: Spreading out organizational needs among a number of vendors provides an exit strategy should a vendor need to be replaced.
Q:1 _____ sourcing is the development and management of supplier relationships to acquire goods and rvices in a way that aids in achieving the immediate needs of a business?
You answered: C) Strategic
The correct answer was: C) Strategic
Explanation: Strategic sourcing is the development and management of supplier relationships to acquire goods and rvices in a way that aids in achieving the immediate needs of a business.
Q:1 While traditional purchasing focus on purcha price; strategic sourcing
focus on the true cost to the ______?
You answered: C) Business
The correct answer was: D) Customer
Explanation: With traditional purchasing focus on purcha price; strategic sourcing focus on the true cost to the customer.
Q:1 Traditional purchasing es each purcha as a discrete transaction and as a result traditional purchasing is transactional; but strategic sourcing is _________________ ?
You answered: C) Collaborative
The correct answer was: C) Collaborative
