CMQ-OE

CMQ-OE practice questions, page 22 of 29, with answer review and explanations.

Question 106

A clustered-preference customer segment would be characterized by:

  1. Consumer preferences that vary a great deal.
  2. Consumers having roughly the same preferences.
  3. Competing products that would be dissimilar between clusters.
  4. Competing products that would be similar between clusters.

Question 107

Which of the following should be accomplished first when implementing customer relationship management initiatives?

  1. Target key customers for relationship management.
  2. Appoint a manager to supervise the customer service representative.
  3. Assign a relationship manager to each key customer.
  4. Develop customer relationship management plans.

Question 108

Which of the following are proactive sources of customer information? I: Claims/refunds - II: Technical services provided as part of the total product package III: Monitoring of broad market trends IV: Observing customers using the product or service

  1. II only
  2. IV only
  3. I and III only
  4. III and IV only

Question 109

Which of the following is the most appropriate sequence of events for administering a customer satisfaction survey, from beginning to end? I: Prepare the survey instrument. II: Administer the survey. III: Report the results. IV: Identify survey objectives. V: Analyze the data. VI: Organize the data.

  1. I, VI, IV, II, V, III
  2. I, II, V, VI, III, IV
  3. IV, I, II, VI, V, III
  4. VI, I, II, V, IV, III

Question 110

Which of the following is the most direct technique for measuring customer value?

  1. Focus groups
  2. Market test
  3. Trade-off analysis
  4. In-person interview