Question 1

The process by which customer information is centralized and shared to enhance the relationship between customers and the organization is called ___________ management.

Accepted Answer

The answer of The process by which customer information is...

Question 2

A touch point that customers encounter in stores or information kiosks,and that uses software to enable them to easily provide information about themselves without feeling violated,is called __________.

Accepted Answer

The answer of A touch point that customers encounter in...

Question 3

Which of the following occurs when a customer and a company representative exchange information and develop learning relationships?

Accepted Answer

An interaction occurs when a customer and a company representative exchange information and develop learning relationships.

Question 4

The point at which a customer and a company representative exchange information and develop learning relationships is called __________.

Accepted Answer

Interaction is the point at which a customer and a company representative exchange information and develop learning relationships.

Question 5

Point-of-sale interaction is a touch point in stores or information kiosks that uses software to enable customers to easily provide information about themselves without feeling violated.

Accepted Answer

Point-of-sale interactions often involve software that allows customers to input information, typically for transactions or loyalty programs, in a way that is designed to be user-friendly and non-intrusive.

Question 6

Which of the following describes the kind of candidates sales managers look for when recruiting sales force candidates?

Accepted Answer

Sales managers typically look for candidates who are assertive, creative, and empathetic, as these traits are important for effective sales performance and building customer relationships.

Question 7

Which of the following measures one customer's influence on the behavior of other customers through recommendations on social media?

Accepted Answer

The answer of Which of the following measures one customer's...

Question 8

A term that describes a company that customizes its products and services based on data generated through interactions between the customer and the company would be described as being ______.

Accepted Answer

A company that customizes its products and services based on customer interactions is focused on the needs and preferences of the customer, making it customer-centric.

Question 9

Which of the following best defines the term "touch points"?

Accepted Answer

Touch points refer to the various points of interaction between a customer and a company, where data can be collected to enhance customer experience and business operations.

Question 10

Which of the following is NOT true of sales force compensation?

Accepted Answer

Lower levels of compensation typically lead to higher turnover rates, as salespeople may leave for better-paying opportunities.

Question 11

An electronic equipment manufacturer collects data about its customers through customer interactions.On the basis of the data,the firm customizes its products and services according to the needs of customer segments.This is an example of effective _____.

Accepted Answer

The firm is using customer data to tailor its marketing efforts and product offerings to specific customer segments, which is a key aspect of campaign management.

Question 12

LaPizza is a restaurant that recently implemented a new system to identify and gather information about its regular customers.It rewards these customers by giving them gift coupons and cash prizes.This practice is an example of _____.

Accepted Answer

This practice is an example of customer relationship management (CRM) as it focuses on identifying and rewarding regular customers to enhance customer loyalty and satisfaction.

Question 13

Which term refers to developing product or service offerings customized for a customer segment and then pricing and communicating these offerings for the purpose of enhancing customer relationships?

Accepted Answer

Campaign management involves creating and managing marketing strategies tailored to specific customer segments to enhance relationships through targeted communication and pricing.

Question 14

Name the ultimate goal of a new trend in marketing that focuses on understanding consumers as individuals instead of as part of a group.

Accepted Answer

Customer relationship management (CRM) focuses on understanding consumers as individuals to build long-term relationships and enhance customer satisfaction.

Question 15

A sales manager's sole function is to maximize sales at a reasonable cost while also maximizing profits.

Accepted Answer

A sales manager's role includes maximizing sales and profits, but also involves other responsibilities such as team management, customer relationship management, and strategic planning.

Quiz 17: Personal Selling and Sales Management