Question 1

Predictive dialing automatically dials outbound calls and forwards answered calls to an available agent.

Accepted Answer

A) True 
 B)False

Question 2

List generators compile customer information from a variety of sources and segment it for different marketing campaigns.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following was one of the first CRM components built to address the issues that sales representatives were struggling with the overwhelming amount of customer account information they were required to maintain and track?

Accepted Answer

A)   Sales management system
B)   Contact management system
C)   Opportunity management system
D)   Sales force automation system

Question 4

Interactive voice response directs customers to use touch-tone phones or keywords to navigate or provide information.

Accepted Answer

A) True 
 B)False

Question 5

Website personalization occurs when a website has stored enough data about a person's likes and dislikes to fashion offers more likely to appeal to that person.

Accepted Answer

A) True 
 B)False

Question 6

What is a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone?

Accepted Answer

A)   Contact center
B)   Web-based self-service
C)   Call scripting system
D)   Uplift modeling

Question 7

What allows customers to use the web to find answers to their questions or solutions to their problems?

Accepted Answer

A)   Contact center
B)   Web-based self-service
C)   Call scripting system
D)   Uplift modeling

Question 8

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

Accepted Answer

A)   Operational CRM
B)   Analytical CRM
C)   Website personalization
D)   List generators CRM

Question 9

Call scripting falls under the category of the sales department's CRM tools.

Accepted Answer

A) True 
 B)False

Question 10

CRM analysis technologies help organizations segment their customers into categories such as best and worst customers.

Accepted Answer

A) True 
 B)False

Question 11

Call scripting occurs when a customer service representative answers customer inquiries and solves problems by email and chat.

Accepted Answer

A) True 
 B)False

Question 12

What maintains customer contact information and identifies prospective customers for future sales?

Accepted Answer

A)   Sales management CRM system
B)   Contact management CRM system
C)   Opportunity management CRM system
D)   Sales force automation CRM system

Question 13

What is predictive dialing?

Accepted Answer

A)   Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
B)   Directs customers to use touch-tone phones or keywords to navigate or provide information
C)   A phone switch routes inbound calls to available agents
D)   All of these

Question 14

Interactive voice response automatically dials outbound calls and forwards answered calls to an available agent.

Accepted Answer

A) True 
 B)False

Question 15

What guides users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis?

Accepted Answer

A)   Cross-selling
B)   Up-selling
C)   Campaign management system
D)   Customer service and support

Question 16

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

Accepted Answer

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

Question 17

List generators fall under the category of the sales department's CRM tools.

Accepted Answer

A) True 
 B)False

Question 18

What automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts?

Accepted Answer

A)   Sales management CRM systems
B)   Contact management CRM systems
C)   Opportunity management CRM systems
D)   All of these

Question 19

CRM predicting technologies help organizations identify their customers across other applications.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is a common marketing CRM metric?

Accepted Answer

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

Exam 11: Building a Customer-Centric Organizationcustomer Relationship Management

Website personalization occurs when a website has stored enough data about a person's likes and dislikes to fashion offers more likely to appeal to that person.

Correct AnswerverifiedShow Answer

CRM predicting technologies help organizations identify their customers across other applications.

Correct AnswerverifiedShow Answer

Predictive dialing automatically dials outbound calls and forwards answered calls to an available agent.

Correct AnswerverifiedShow Answer

CRM analysis technologies help organizations segment their customers into categories such as best and worst customers.

Correct AnswerverifiedShow Answer

Interactive voice response automatically dials outbound calls and forwards answered calls to an available agent.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

What is predictive dialing?

Correct AnswerverifiedShow Answer

What automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts?

Correct AnswerverifiedShow Answer

List generators fall under the category of the sales department's CRM tools.

Correct AnswerverifiedShow Answer

What allows customers to use the web to find answers to their questions or solutions to their problems?

Correct AnswerverifiedShow Answer

Interactive voice response directs customers to use touch-tone phones or keywords to navigate or provide information.

Correct AnswerverifiedShow Answer

What is a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone?

Correct AnswerverifiedShow Answer

Which of the following is a common marketing CRM metric?

Correct AnswerverifiedShow Answer

Call scripting falls under the category of the sales department's CRM tools.

Correct AnswerverifiedShow Answer

Call scripting occurs when a customer service representative answers customer inquiries and solves problems by email and chat.

Correct AnswerverifiedShow Answer

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

Correct AnswerverifiedShow Answer

What maintains customer contact information and identifies prospective customers for future sales?

Correct AnswerverifiedShow Answer

List generators compile customer information from a variety of sources and segment it for different marketing campaigns.

Correct AnswerverifiedShow Answer

What guides users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis?

Correct AnswerverifiedShow Answer

Which of the following was one of the first CRM components built to address the issues that sales representatives were struggling with the overwhelming amount of customer account information they were required to maintain and track?

Correct AnswerverifiedShow Answer

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