Question 1

Which of the following represents sales force automation?

Accepted Answer

A)   Helping an organization identify its customers across applications
B)   Selling additional products or services to a customer
C)   A system that automatically tracks all of the steps in the sales process
D)   Selling larger products or services to a customer

Question 2

Describe three CRM technologies used by sales departments.

Accepted Answer

Three sales operational CRM technologies...

Question 3

The three phases of CRM include (1) reporting, (2) ____________, and (3) predicting.

Accepted Answer

The answer of The three phases of CRM include (1)...

Question 4

_________ management systems target sales opportunities by finding new customers or companies for future sales.

Accepted Answer

The answer of _________ management systems target sales opportunities by...

Question 5

Cross-selling is selling _________ products or services to a customer.

Accepted Answer

The answer of Cross-selling is selling _________ products or services...

Question 6

___________ scripting systems access organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer.

Accepted Answer

The answer of ___________ scripting systems access organizational databases that...

Question 7

RFM stands for Regency, Frequency, and Monetary.

Accepted Answer

A) True 
 B)False  False

Question 8

Which question below represents a CRM analyzing technology question?

Accepted Answer

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 the above

Question 9

Which of the following operational CRM technologies does the marketing department typically use?

Accepted Answer

A)   Contact center, web-based self-service, call scripting
B)   Contact center, cross-selling and up-selling, web-based self-service
C)   List generator, opportunity management, cross-selling and up-selling
D)   List generator, campaign management, cross-selling and up-selling

Question 10

Which industries will want to keep using CRM as a major strategic focus in the future?

Accepted Answer

A)   Industries whose products are unique
B)   Industries whose products are difficult to differentiate
C)   Industries whose products are exclusive
D)   Industries whose products are distinctive B

Question 11

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 12

Sales management, contact management, and __________ management are the three primary operational CRM technologies used in the sales department.

Accepted Answer

The answer of Sales management, contact management, and __________ management...

Question 13

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
D)   None of the above

Question 14

What is an organization performing when it asks questions such as "which customers are at risk of leaving"?

Accepted Answer

A)   CRM reporting technologies
B)   CRM analyzing technologies
C)   CRM processing technologies
D)   CRM predicting technologies

Question 15

_________ dialing automatically dials outbound calls and when someone answers, the call is forwarded to an available agent.

Accepted Answer

The answer of _________ dialing automatically dials outbound calls and...

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

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 18

McDonald's is ____________ selling when it asks their customers if they would like to super-size their meals.

Accepted Answer

The answer of McDonald's is ____________ selling when it asks...

Question 19

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

Accepted Answer

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

Question 20

_________ management systems maintain customer contact information and identify prospective customers for future sales.

Accepted Answer

The answer of _________ management systems maintain customer contact information...

Exam 9: Customer Relationship Management

Which of the following represents sales force automation?

Correct AnswerverifiedShow Answer

Describe three CRM technologies used by sales departments.

Correct AnswerverifiedThree sales operational CRM technologies...View AnswerShow Answer

The three phases of CRM include (1) reporting, (2) ____________, and (3) predicting.

Correct AnswerverifiedShow Answer

_________ management systems target sales opportunities by finding new customers or companies for future sales.

Correct AnswerverifiedShow Answer

Cross-selling is selling _________ products or services to a customer.

Correct AnswerverifiedShow Answer

___________ scripting systems access organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer.

Correct AnswerverifiedShow Answer

RFM stands for Regency, Frequency, and Monetary.

Correct AnswerverifiedFalse

Which question below represents a CRM analyzing technology question?

Correct AnswerverifiedShow Answer

Which of the following operational CRM technologies does the marketing department typically use?

Correct AnswerverifiedShow Answer

Which industries will want to keep using CRM as a major strategic focus in the future?

Correct AnswerverifiedB

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

Sales management, contact management, and __________ management are the three primary operational CRM technologies used in the sales department.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

What is an organization performing when it asks questions such as "which customers are at risk of leaving"?

Correct AnswerverifiedShow Answer

_________ dialing automatically dials outbound calls and when someone answers, the call is forwarded to an available agent.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

McDonald's is ____________ selling when it asks their customers if they would like to super-size their meals.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedB

_________ management systems maintain customer contact information and identify prospective customers for future sales.

Correct AnswerverifiedShow Answer

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Three sales operational CRM technologies...
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False

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B

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B

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