Customer relationship management

What is an actionable complaint?

When there are more than Five complaints of the same batch of a Product shade for a Plant

When there are more than Ten complaints in a month of a Product-defect

When there are more than 25 complaints in a quarter of a Product-defect

When there are more than Fifty complaints in previous six months of a Product-defect

Consumer relation management team

Who is the Apex body for customer centricity management in APL ?

Central Quality and Safety Function

Customer Level closer & Dealer level closer

Consumer level closer & Dealer level closer

Customer level closer & Depot level closer

consumer level closer & Depot level closer

Customer Level closer & Dealer level closer

Customer Centricity Celebrations - Day-3

1.

What is Ask APARNA in APL?
- A.
  
  Web chat
- B.
  
  Web site
- C.
  
  Application
- D.
  
  Non of the above
Correct Answer
A. Web chat

Explanation
The correct answer is "Web chat" because "Ask APARNA in APL" refers to a web chat feature or platform where users can interact with Aparna, most likely an AI chatbot or customer service representative, to ask questions or seek assistance. This suggests that it is not a web site or application, but rather a specific functionality within a website or application that allows for real-time communication through chat.

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2.

What is the customer care email ID of APL?
- A.
  
  Customer [email protected]
- B.
  
  [email protected]
- C.
  
  [email protected]
- D.
  
  [email protected]
Correct Answer
B. [email protected]

Explanation
The correct answer is "[email protected]" because it follows the standard format for email addresses with a username, "@" symbol, and domain name. The domain name "asianpaints.com" suggests that it is the customer care email ID for Asian Paints.

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3.

Expand CRM
- A.
  
  Customer reacting management
- B.
  
  Customer report management
- C.
  
  Customer relationship management
- D.
  
  Customer response management
Correct Answer
C. Customer relationship management

Explanation
CRM stands for Customer Relationship Management. It is a strategy that aims to manage and improve the relationship between a company and its customers. CRM involves various processes and technologies that help businesses understand and interact with their customers effectively. It includes activities such as collecting and analyzing customer data, managing customer interactions, and implementing strategies to enhance customer satisfaction and loyalty. The goal of CRM is to build strong and long-lasting relationships with customers, ultimately leading to increased sales and profitability for the company.

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4.

What is an actionable complaint?
- A.
  
  When there are more than Five complaints of the same batch of a Product shade for a Plant
- B.
  
  When there are more than Ten complaints in a month of a Product-defect
- C.
  
  When there are more than 25 complaints in a quarter of a Product-defect
- D.
  
  When there are more than Fifty complaints in previous six months of a Product-defect
- E.
  
  All of the above
Correct Answer
E. All of the above

Explanation
An actionable complaint refers to a complaint that requires some form of action or resolution. In this case, all of the options listed above indicate situations where there is a significant number of complaints regarding a specific product or defect. Whether it is more than five complaints of the same batch, more than ten complaints in a month, more than 25 complaints in a quarter, or more than fifty complaints in the previous six months, all of these scenarios suggest a pattern of issues that need to be addressed and resolved. Therefore, all of the options qualify as actionable complaints.

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5.

What is CRT ?
- A.
  
  Consumer response team
- B.
  
  Consumer reaction team
- C.
  
  Consumer relation management team
- D.
  
  Complaint review team
Correct Answer
A. Consumer response team

Explanation
CRT stands for Consumer Response Team. This team is responsible for handling and addressing consumer complaints, feedback, and inquiries. They play a crucial role in ensuring customer satisfaction and maintaining a positive relationship between the company and its consumers.

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6.

Who is the Apex body for customer centricity management in APL ?
- A.
  
  Technical Function
- B.
  
  Central Quality and Safety Function
- C.
  
  SCRC
- D.
  
  Marketing
Correct Answer
B. Central Quality and Safety Function

Explanation
The Central Quality and Safety Function is the apex body for customer centricity management in APL. This function is responsible for ensuring that the company's products and services meet the highest quality and safety standards, with a focus on customer satisfaction. They oversee the implementation of customer-centric strategies and initiatives throughout the organization, working closely with other departments such as marketing to ensure that customer needs and preferences are understood and met.

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7.

Which product in SBU got frozen in market due to customer complaint in current FY ?
- A.
  
  SATIN BROUN
- B.
  
  TOUCH WOOD CLR GLOSSY
- C.
  
  Wood primer
- D.
  
  PGE EB1
Correct Answer
B. TOUCH WOOD CLR GLOSSY

Explanation
The product that got frozen in the market due to customer complaint in the current fiscal year is TOUCH WOOD CLR GLOSSY.

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8.

What is CLC & DLC ?
- A.
  
  Consumer level closer & Dealer level closer
- B.
  
  Customer level closer & Depot level closer
- C.
  
  Consumer level closer & Depot level closer
- D.
  
  Customer Level closer & Dealer level closer
Correct Answer
D. Customer Level closer & Dealer level closer

Explanation
CLC stands for Customer Level closer and DLC stands for Dealer level closer. These terms refer to different levels of closing deals or sales in a business context. Customer Level closer refers to the process of closing a sale or deal with the individual customer or end-user. This involves convincing and persuading the customer to make a purchase. Dealer level closer, on the other hand, refers to the process of closing a sale or deal with a dealer or distributor. This involves negotiating and finalizing the terms of the sale with the dealer.

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9.

Name the complaint
- A.
  
  Paint sagging
- B.
  
  Blistering
- C.
  
  Fading
- D.
  
  Dripping
Correct Answer
A. Paint sagging

Explanation
Paint sagging refers to the occurrence of paint drooping or running down the surface after application. This can happen due to various reasons such as applying too much paint at once, using a low-quality paint that does not have good leveling properties, or painting in high humidity conditions. When the paint sags, it creates an uneven and unattractive finish.

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10.

Name the complaint
- A.
  
  Peeling
- B.
  
  Flaking
- C.
  
  Blistering
- D.
  
  Non of the above
Correct Answer
B. Flaking

Explanation
Flaking refers to the process of small, thin pieces of a material or substance coming off in small layers or scales. In the context of the question, peeling and blistering are not appropriate terms to describe the complaint, as they refer to different processes. Therefore, the correct answer is flaking, as it accurately describes the complaint of small pieces coming off in layers or scales.

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Customer Centricity Celebrations - Day-3

What is Ask APARNA in APL?

What is the customer care email ID of APL?

Expand CRM

What is an actionable complaint?

What is CRT ?

Who is the Apex body for customer centricity management in APL ?

Which product in SBU got frozen in market due to customer complaint in current FY ?

What is CLC & DLC ?

Name the complaint

Name the complaint