Question 1

__________ represents the bonding, or affective attachment, between a customer and a sales firm.

Accepted Answer

Customer commitment refers to the emotional or affective attachment a customer has with a sales firm, indicating a strong bond or loyalty.

Question 2

Which of the following is a major disadvantage of relational selling and strategic partnerships?

Accepted Answer

Strategic partnerships can lead to increased dependence on partners, which can be a disadvantage if the partner's goals or performance change.

Question 3

__________represents an individual's selective perception of the worth of some activity, object, or idea.

Accepted Answer

Value represents an individual's selective perception of the worth of some activity, object, or idea.

Question 4

With CRM the salesperson does more than just create sales. In helping create value for the customer, which of the following is not among the important goals for salespeople?

Accepted Answer

Helping the customer reduce turnover of their employees is not typically a goal for salespeople using CRM systems. The focus is more on gathering and utilizing data to enhance customer service and value.

Question 5

The set of products that a customer is responsible for selling is known as __________.

Accepted Answer

The answer of The set of products that a customer...

Question 6

Sets of customers who have something in common refers to __________.

Accepted Answer

Customer portfolios refer to groups of customers who share common characteristics or behaviors.

Question 7

__________ focuses on aggregating customer information electronically, allowing for better identification of target markets and opportunities for cross-selling.

Accepted Answer

Analytical CRM focuses on analyzing customer data and information to better understand customer behavior and identify target markets and cross-selling opportunities.

Question 8

__________ focuses on using information to improve internal efficiencies.

Accepted Answer

The answer of __________ focuses on using information to improve...

Question 9

__________ involves using data stored about a particular customer or customer group; helps send the particular customer information and promotional material when the data suggests the customer will be interested in a purchase.

Accepted Answer

The answer of __________ involves using data stored about a...

Question 10

__________ represents the proportion of e-mail sent that is successfully delivered to the intended recipient.

Accepted Answer

Deliverability refers to the ability of an email to successfully reach the recipient's inbox, indicating the proportion of emails that are delivered as intended.

Question 11

Which of the following statements about sales force automation (SFA) is inaccurate?

Accepted Answer

Sales force automation (SFA) is designed to enhance the productivity and efficiency of salespeople, not to replace them entirely.

Question 12

Which of the following is not a benefit of sales force automation (SFA)?

Accepted Answer

Sales force automation (SFA) primarily focuses on improving efficiency and effectiveness in sales processes, such as tracking customer interactions and managing sales data. While it can indirectly contribute to job satisfaction, it is not specifically designed to lower sales force turnover.

Question 13

__________ use computer technology to integrate all aspects of marketing.

Accepted Answer

The answer of __________ use computer technology to integrate all...

Question 14

__________ refers to a computerized process for analyzing customer databases in a way that allows more effective selling by tailoring product and promotional offerings to a specific customer's sales patterns.

Accepted Answer

Database marketing involves analyzing customer databases to tailor product and promotional offerings based on specific customer sales patterns.

Question 15

__________ is an electronic storage center containing data records from diverse information systems that are shared across all functional departments.

Accepted Answer

A database warehouse is a centralized repository that stores data from various sources, allowing for data analysis and sharing across different departments.

Question 16

The exploratory statistical analysis of the data in the data warehouse, which aims to reveal relationships that allow customers to be targeted more accurately, is known as __________.

Accepted Answer

Data mining involves exploring and analyzing large data sets to discover patterns and relationships that can be used for more accurate customer targeting.

Question 17

CRM software converts information into data that can be used in solving a sales manager's problem refers to __________.

Accepted Answer

CRM intelligence involves analyzing customer data to provide insights and solutions for sales management problems.

Question 18

Drawing conclusions based on the path a customer takes while navigating information on the company website is called __________.

Accepted Answer

Click-stream analysis involves tracking and analyzing the path a customer takes through a website, which helps in understanding user behavior and preferences.

Question 19

Which of the following characteristics should sales managers not look for before recommending a particular CRM software?

Accepted Answer

CRM software should not be adopted solely based on its low cost.

Question 20

A systematic integration of information, technology, and human resources, all oriented toward (1) providing maximum value to customers and (2) maximizing the value obtained from customers is known as CRM.

Accepted Answer

CRM stands for Customer Relationship Management, which involves integrating information, technology, and human resources to enhance customer value and derive value from customer interactions.

Quiz 3: Customer Relationship Management Crm and Building Partnerships