__________ database model allows children to have one parent, more than one parent, or no parent.

• A) Hierarchical model
• B) Network model
• C) Relational model
• D) Big data model

_____________ is also known as incident management and issue management.

• A) Case assignment
• B) Activity management
• C) Case management
• D) Agent management

___________ databases have one or more fields that provide a unique form of identification for each record.

• A) Network database
• B) Hierarchical database
• C) Relational database
• D) Structured database

_________ scale has a fixed and absolute zero point.

• A) Nominal
• B) Ordinal
• C) Interval
• D) Ratio

In ____________ the only way to get access to the lower levels is to start at the top and work downwards.

• A) Relational model
• B) Network model
• C) Hierarchical model
• D) Big data model

____________ helps users explain why facts are as they are, by reference to dimensions.

• A) Online Analytical Processing
• B) Web analytics
• C) Standard reports
• D) Data mining

___________is the total number of inbound contacts across all channels.

• A) Average queuing time
• B) Abandon rate
• C) Volumes received
• D) Average handle time (AHT)

____________ data are the most rudimentary, and are used only to classify, identify or categorize.

• A) Ordinal data
• B) Ratio data
• C) Interval data
• D) Nominal data

_____________ uses customer-related data to identify which customers to target for acquisition, retention, and development, and generate insight for the appropriate value propositions and experiences to offer them.

• A) Analytical CRM
• B) Strategic CRM
• C) Operational CRM
• D) Collaborate CRM

_____________ rank the variable being measured.

• A) Nominal data
• B) Ratio data
• C) Ordinal data
• D) Interval data

In which of the following business should be able to clearly state brand positioning?

• A) Inspiration
• B) Direction
• C) Awareness
• D) Understanding

Addition of 2.25 liter bottle by Coca Cola will cause to:

• A) Enhance customer loyalty
• B) Increase customer base and usage
• C) Develop brand image
• D) Generate more profit

The disadvantage of line extension is that it may lead to:

• A) Weak brands range
• B) Lack of scale economies
• C) All of the given options
• D) Retailer power

Which one of the following is indicator of a company’s desire to better meet the demands of the market, not only through differentiated products but also through different brands and there fore different identities?

• A) Brand extension
• B) Line extension
• C) Brand portfolio
• D) Brand diversification

According to Scot M. Davis how many principles are there to update the brand position?

• A) Five
• B) Two
• C) Four
• D) Three

A company should go for brand extensions because:

• A) There is always a low opportunity cost
• B) Extensions can fill all the gaps in the markets
• C) Increase in profit volume required
• D) None of the given options

There are ----------- kinds of brand extensions.

• A) Four
• B) Five
• C) Three
• D) Two

A brand’s positioning can be updated on all of the following criteria EXCEPT:

• A) Credibility
• B) Sustainability
• C) Uniqueness
• D) Commonness

To update brand position is very necessary and there are different criteria to update it. How many criteria are adapted to judge if there is need for updating?

• A) Five
• B) Three
• C) Four
• D) Six

When any brand of cooking oil is launched with new formula (for more safety of health), it is the example of which of the following?

• A) Extending the definition of business
• B) Extending your point of difference
• C) Extending your target market
• D) Extending the entire positioning