Question

1) Which of the following is not a valid way that a CRM system can collect...

1) Which of the following is not a valid way that a CRM system can collect information?

A. accounting system

B. order fulfillment system

C. inventory system

D. customer’s personal computer

2)Which of the following is a common marketing CRM metric?

A. number of new prospective customers

B. average number of service calls per day

C. average time to resolution

D. cost per interaction by marketing campaign

3)Which question below represents a CRM reporting technology example?

A. Why did sales not meet forecasts?

B. What customers are at risk of leaving?

C. What is the total revenue by customer?

D. All of these are correct.

4)Which question below represents a CRM predicting technology question?

A. Why did sales not meet forecasts?

B. What customers are at risk of leaving?

C. What is the total revenue by customer?

D. All of these are correct.

5)Which of the following is not considered a feature in a contact center?

A. automatic call distribution

B. interactive voice response

C. predictive dialing

D. automatic predictive dialing

6)Which of the following is where customer service representatives answer customer inquiries and

respond to problems through a number of different customer touchpoints?

A. contact center

B. web-based self-service

C. call scripting

D. website personalization

7) What is the primary difference between contact management and opportunity management?

A. Contact management deals with new customers; opportunity management deals with existing

customers.

B. Contact management deals with existing customers; opportunity management deals with

existing customers.

C. Contact management deals with new customers; opportunity management deals with new

customers.

D. Contact management deals with existing customers; opportunity management deals with new

customers.

8) Which of the following occurs when everyone involved in sourcing, producing, and delivering

the company’s product works with the same information?

A. eliminates redundancies

B. cuts down wasted time

C. removes misinformation

D. All of these are correct.

9) Which of the following describes an ERP system?

A. ERP systems provide a foundation for collaboration between departments.

B. ERP systems enable people in different business areas to communicate.

C. ERP systems have been widely adopted in large organizations to store critical knowledge used

to make the decisions that drive the organization’s performance.

D. All of these are correct.

10) Which of the following is a business-related consequence of successful software?

A. increased revenues

B. damage to brand reputation

C. increased liabilities

D. increased expenses

11) Which of the following represents the phases in the SDLC?

A. plan, analysis, design, test, maintain, develop, implement

B. analysis, plan, design, test, develop, maintain, implement

C. plan, analysis, design, develop, test, implement, maintain

D. analysis, plan, develop, design, test, implement, maintain

12) What is a project manager?

A. the application of knowledge, skills, tools, and techniques to project activities in order to meet

or exceed stakeholder needs and expectations from a project

B. any measurable, tangible, verifiable outcome, result, or item that is produced to complete a

project or part of a project

C. the representation of key dates when a certain group of activities must be performed

D. an individual who is an expert in project planning and management

13) Which of the following does a project manager perform?

A. defines and develops the project plan

B. tracks the plan to ensure all key project milestones are completed on time

C. expert in project planning and management

D. All of these are correct.

14) Which phase of the SDLC gathers business requirements?

A. plan

B. analysis

C. test

D. design

15) What is a data flow diagram (DFD)?

A. an illustration of the movement of information between external entities and the processes and

data stores within the system

B. software suites that automate systems analysis, design, and development

C. a formal, approved document that manages and controls the entire project

D. a graphical representation of the processes that capture, manipulate, store, and distribute

information between a system and its environment

16) Which phase takes all the detailed design documents from the design phase and transforms them

into the actual system?

A. testing phase

B. analysis phase

C. development phase

D. planning phase

17)What are defects in the code of an information system?

A. testing

B. bugs

C. insects

D. All of these are correct.

18) What assesses if the entire system meets the design requirements of the users?

A. alpha testing

B. development testing

C. integration testing

D. system testing

19) What verifies that separate systems can work together passing data back and forth correctly?

A. alpha testing

B. development testing

C. integration testing

D. system testing

20) What is the implementation phase in the SDLC?

A. Involves establishing a high-level plan of the intended project and determining project goals.

B. Involves analyzing end-user business requirements and refining project goals into defined

functions and operations of the intended system.

C. Involves describing the desired features and operations of the system.

D. Involves placing the system into production so users can begin to perform actual business

operations with the system.

21) What makes system changes to repair design flaws, coding errors, or implementation issues?

A. corrective maintenance

B. preventative maintenance

C. pilot implementation

D. phased implementation

22) What is an activity-based process in which each phase in the SDLC is performed sequentially

from planning through implementation and maintenance?

A. RAD methodology

B. agile methodology

C. waterfall methodology

D. extreme programming

23) Which of the following is an issue related to the waterfall methodology?

A. flaws in accurately defining and articulating the business problem

B. managing costs, resources, and time constraints

C. assumes users can specify all business requirements in advance

D. All of these are correct.

24) What breaks a project into tiny phases, and developers cannot continue on to the next phase until

the first phase is complete?

A. RAD methodology

B. agile methodology

C. waterfall methodology

D. extreme programming

25) Which gate in the RUP methodology expands on the agreed-upon details of the system,

including the ability to provide an architecture to support and build it?

A. inception

B. elaboration

C. construction

D. transition

26) Which gate in the RUP methodology includes building and developing the project?

A. inception

B. elaboration

C. construction

D. transition

27) Which methodology begins or ends each day with a stand-up meeting to monitor and control the

development effort?

A. Scrum

B. XP

C. RUP

D. RAD

28) What measures how well the solution will be accepted in a given opportunity?

A. political feasibility

B. operational feasibility

C. schedule feasibility

D. legal feasibility

29) What is the number one reason that IT projects fall behind schedule or fail?

A. change in business goals during the project

B. lack of support from business management

C. unclear or missing business requirements

D. change in technology during the project

30) What defines the how, what, when, and who regarding the flow of project information to

stakeholders and is key for managing expectations?

A. communication plan

B. executive sponsor

C. project assumptions

D. project deliverable

31) Which of the following is not a characteristic of a well-defined project plan?

A. prepared by the project manager

B. easy to read

C. appropriate to the project’s size

D. communicated to all key participants

32) What is the most important part of the project plan?

A. Gantt chart

B. specification

C. communication

D. None of these are correct.

33) What type of chart typically displays the critical path?

A. Gantt chart

B. PERT chart

C. All of these are correct.

D. None of these are correct.

34) Which of the following is the primary reason why companies outsource?

A. tap outside sources of expertise for a low cost

B. concentrate resources on core business

C. reduce headcount and related expenses

D. better manage the costs of internal processes

35) Which of the following is the least common reason why companies outsource?

A. tap outside sources of expertise for a low cost

B. concentrate resources on core business

C. reduce headcount and related expenses

D. better manage the costs of internal processes

Homework Answers

Answer #1

1)

D) Customer's personal computer.

CRM cannot access the personal data saved on a computer of the customer without the customer explicitly providing the data that is required.

2)

D) Cost per interaction by marketing campaign

This helps to save costs to the company because the company has to pay for only those ads with which the customer made an interaction.

3)

C) What is the total sales by the customer?

CRM helps in reporting this question by the use of report generation and chart building options which can create reports about the purchase trends of customers over a certain period of time.

4)

B) What customer's are at the risk of leaving?

CRM can predict what customers are at the risk of leaving in the near future by the observation and analysis of their behaviors in the recent times and also based on past trends.

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