CSCP 必威体育精装版 2011 模拟试卷 Module3（4）第四部分.doc

321. The correct answer is C. A product and service agreement does define specifications, but it does so in the context of segmenting customer groups. Customers are mapped and then aligned with different levels of customer service. In a CRM context, a product and service agreement (PSA) A. is a type of customer communication. B. defines product or service specifications. C. aligns customer groups with certain service levels. D. is part of a promotional strategy to win back customers. 322. The correct answer is C. Alliance relationships are marked by organization integration at many points in the partners organizations, from information systems through marketing and sales to finance. Which of the following statements about strategic alliances is true? A. In alliance relationships, flexibility is not a good thing. Processes must be rigidly followed and enforced. B. Despite potential benefits, there has been little growth in the development of strategic alliances. C. Alliances are relationships between two or more partners in the supply chain. D. Alliance relationships are marked by organizational integration at a few critical points. 323. The correct answer is B. Segmenting customers is an essential part of creating a promotional strategy, one of the four Ps of traditional marketing and CRM strategies. The other choices reflect those other components of a CRM strategy: product, price, and placement. Which of the following is the best example of a promotion activity in a CRM strategy? A. Creating a product and service agreement (PSA) B. Segmenting customers according to their value to the business C. Deciding where to distribute ones products D. Charging less if a customer orders through the Internet 324. The correct answer is B. In a dynamic marketplace, a static consultant contract without clear and flexible guidelines and processes to manage the relationship simply encourages consultants to break their connection with the company rather tha