Question 1

What accesses organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer?
A)Contact center
B)Web-based self-service
C)Call scripting
D)Website personalization

Accepted Answer

This process is known as call scripting, where organizational databases provide pre-written responses to common issues or questions to the customer service representative (CSR) who then communicates them to the customer.

Question 2

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

Accepted Answer

The answer of Which of the following was one of...

Question 3

Which of the following provides customer service representatives to answer customer inquiries and respond to problems through a number of different customer touch points?
A)Contact center
B)Web-based self-service
C)Call scripting
D)Website personalization

Accepted Answer

Contact center typically provides customer service representatives to handle customer inquiries and resolve problems through various touch points such as phone, email, chat, and social media. Web-based self-service on the other hand, allows customers to resolve issues on their own through a company's website. Call scripting is a tool used to standardize customer interactions by providing agents with pre-written dialogues, while website personalization is a technique used to deliver personalized content and experiences to customers based on their preferences and behavior.

Question 4

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?
A)Campaign management system
B)Cross-selling
C)Up-selling
D)List generator

Accepted Answer

The answer of What compiles customer information from a variety...

Question 5

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

Accepted Answer

Contact management involves managing and organizing information and interactions with existing customers, while opportunity management focuses on identifying and pursuing potential sales opportunities with new customers. Therefore, option D correctly distinguishes the two by stating that contact management deals with existing customers and opportunity management deals with new customers.

Question 6

What maintains customer contact information and identifies prospective customers for future sales?
A)Sales management CRM system
B)Contact management CRM system
C)Opportunity management CRM system
D)Sales force automation CRM system

Accepted Answer

Contact management CRM system maintains customer contact information and identifies prospective customers for future sales. Sales management CRM system focuses on managing sales activities and performance, opportunity management CRM system tracks and manages sales opportunities and sales force automation CRM system automates sales-related tasks such as lead management and sales forecasting.

Question 7

What is an organization performing when it asks questions such as "why was customer revenue so high"?
A)CRM reporting technologies
B)CRM analyzing technologies
C)CRM processing technologies
D)CRM predicting technologies

Accepted Answer

Asking "why was customer revenue so high" suggests that the organization is trying to analyze and understand the underlying factors that led to high customer revenue. This requires CRM analyzing technologies which can help analyze customer data and identify patterns and trends that can provide insights into customer behavior and preferences.

Question 8

Which of the following operational CRM technologies does the sales department typically use?
A)Campaign management, contact management, opportunity management
B)Sales management, contact management, contact center
C)Sales management, call scripting, opportunity management
D)Sales management, contact management, opportunity management

Accepted Answer

Sales department typically uses Sales management, contact management, and opportunity management technologies for their CRM operations. Campaign management and call scripting are more often used by marketing and customer service departments, respectively. Contact center is a broad term that can encompass a variety of technologies used by different departments.

Question 9

What is automatic call distribution?
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

Accepted Answer

Automatic Call Distribution (ACD) is a system that routes inbound calls to available agents. It helps to improve call management and routing, reduce customer wait times and improve customer satisfaction. Options A and B refer to other types of call center technology but are not directly related to ACD. Option D includes all three options, but not all are specific to ACD.

Question 10

What automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts?
A)Sales management CRM systems.
B)Contact management CRM systems.
C)Opportunity management CRM systems.
D)All of these.

Accepted Answer

The answer of What automates each phase of the sales...

Question 11

What guides users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis?
A)Campaign management system
B)Cross-selling
C)Up-selling
D)List generator

Accepted Answer

A campaign management system is designed to guide users through various aspects of a marketing campaign, from defining the campaign to analyzing its success. It helps with tasks such as campaign planning, scheduling, segmentation, and tracking customer responses to different campaigns. Cross-selling and up-selling refer to specific marketing techniques rather than a system or tool. A list generator is a tool that can be used in marketing campaigns, but it is not specifically designed to guide users through the various stages of a campaign.

Question 12

What allows customers to use the web to find answers to their questions or solutions to their problems?
A)Contact center
B)Web-based self-service
C)Call scripting
D)Website personalization

Accepted Answer

Web-based self-service allows customers to use the web to find answers to their questions or solutions to their problems. Contact center, call scripting, and website personalization are not directly related to enabling customers to find solutions through the web.

Question 13

Which of the following is not one of the three phases in the evolution of CRM?
A)Reporting
B)Analyzing
C)Processing
D)Predicting

Accepted Answer

The three phases in the evolution of CRM are usually identified as reporting, analyzing, and predicting. Processing is not typically considered a distinct phase of CRM evolution.

Question 14

Which of the following operational CRM technologies does the customer service department typically use?
A)Contact center, web-based self-service, call scripting
B)Sales management, contact management, opportunity management
C)List generator, opportunity management, cross-selling and up-selling
D)List generator, campaign management, cross-selling and Up-selling

Accepted Answer

The customer service department typically uses contact center technology to handle customer inquiries and issues through various communication channels like phone, email, and social media. They also use web-based self-service portals to provide customers with access to information and support without having to contact a representative. Call scripting software is used to ensure that customer service representatives follow a consistent script when addressing customer issues. Sales management, contact management, and opportunity management are more commonly used by the sales department. List generator and campaign management technology are used by marketing teams to create targeted marketing campaigns, while cross-selling and up-selling technology can be used by both sales and marketing departments.

Question 15

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

Accepted Answer

The marketing department typically uses operational CRM technologies such as list generator, campaign management, and cross-selling and up-selling to manage and promote their campaigns, generate leads and maximize profits. Contact center, web-based self-service, and call scripting are more commonly used by the customer service department to provide support and resolve issues.

Question 16

What is McDonald's performing when it asks its customers if they would like to super-size their meals?
A)Campaign management
B)Cross-selling
C)Up-selling
D)Down-selling

Accepted Answer

McDonald's is up-selling when it asks its customers if they would like to super-size their meals, which means encouraging customers to purchase a larger or more expensive version of the product they are already buying.

Question 17

What targets sales opportunities by finding new customers or companies for future sales?
A)Sales management system
B)Contact management system
C)Opportunity management system
D)Sales force automation system

Accepted Answer

Opportunity management system targets sales opportunities by finding new customers or companies for future sales. Sales management system is a broader term that includes various strategies for managing the sales process, while contact management system is focused on organizing and maintaining contacts with existing customers. Sales force automation system refers to the use of technology to automate and streamline sales-related tasks, but may not necessarily focus specifically on finding new customer opportunities.

Question 18

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

Accepted Answer

This is an example of website personalization, where a website uses data about a person's preferences and behaviors to tailor their browsing experience and offer more relevant content or offers. Operational CRM refers to the use of technology to streamline and automate customer-facing processes, while analytical CRM involves analyzing customer data to gain insights and make strategic decisions. List generators CRM is not a commonly used term in the field of CRM.

Question 19

What helps an organization identify its customers across applications?
A)CRM reporting technologies
B)CRM analyzing technologies
C)CRM processing technologies
D)CRM predicting technologies

Accepted Answer

CRM reporting technologies provide insights into customer behavior across applications, allowing organizations to identify their customers and understand their needs and preferences. Other CRM technologies such as analyzing, processing, and predicting may also be helpful, but they do not directly address the issue of identifying customers across applications.

Question 20

Which of the following represents sales force automation?
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.

Accepted Answer

Sales force automation refers to a system that automates and tracks all the steps in the sales process, from lead generation to closing the sale. Options A and B refer to customer identification and selling techniques, respectively. Option D refers to upselling, which is not specific to sales force automation.

Quiz 11: Building a Customer-Centric Organization Customer Relationship Management

What accesses organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer?

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?

Which of the following provides customer service representatives to answer customer inquiries and respond to problems through a number of different customer touch points?

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?

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

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

What is an organization performing when it asks questions such as "why was customer revenue so high"?

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

What is automatic call distribution?

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

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

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

Which of the following is not one of the three phases in the evolution of CRM?

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

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

What is McDonald's performing when it asks its customers if they would like to super-size their meals?

What targets sales opportunities by finding new customers or companies for future sales?

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?

What helps an organization identify its customers across applications?

Which of the following represents sales force automation?