Question 1

_____ systems support the front-office business processes which directly interact with customers.

Accepted Answer

Operational CRM systems are designed to support the front-office business processes which directly interact with customers. These systems include sales automation, marketing automation, and service automation. The goal of operational CRM is to provide efficient and effective customer service, improve customer satisfaction, and increase sales and profitability.

Question 2

_____ is a sales strategy which the business person will provide customers the opportunity to purchase higher-value related products.

Accepted Answer

Up-selling is a sales strategy where the business offers customers the chance to upgrade or purchase a more expensive version of the product they are already buying. This can increase the total amount of the sale and the overall profit for the business.

Question 3

Which of the follow statements concerning customer interaction centers (CIC)is false?

Accepted Answer

The answer of Which of the follow statements concerning customer...

Question 4

_____ is a form of _____.

Accepted Answer

Bundling is a form of cross-selling, where two or more products are sold together as a package deal.

Question 5

When customers help themselves, often through electronic touch points, this process is called:

Accepted Answer

Customer-touching CRM refers to systems where customers interact directly with the technology, such as self-service kiosks or online portals.

Question 6

_____ systems provide interactive communication with the customer throughout the organization.

Accepted Answer

Collaborative CRM systems focus on providing interactive communication between the customer and different departments within the organization, such as sales, marketing, and customer support. This allows for a more cohesive and personalized customer experience. The other types of CRM systems focus on different aspects of customer relationship management, such as managing customer data (operational CRM), analyzing customer behavior (analytical CRM), and managing transactional interactions (transactional CRM).

Question 7

You are in the market for a small economy car. The salesperson has you drive the economy car, and then hands you the keys to a mid-sized car of the same brand for you to drive. The salesperson is engaged in ____________.

Accepted Answer

Up-selling is when a salesperson encourages a customer to purchase a more expensive or higher-end product. In this scenario, the salesperson is trying to up-sell the customer from a small economy car to a mid-sized car of the same brand. Cross-selling would involve offering the customer additional products or services related to the economy car purchase (such as extended warranties or maintenance plans). Bundling would involve offering the customer a package deal with multiple products or services included. Customer relationship management and customer intimacy are broader concepts related to how a business interacts with and builds relationships with its customers.

Question 8

_____ occurs when a business sells a group of products or services together at a lower price than the combined individual prices of the products.

Accepted Answer

The term described in the question is bundling, where a business bundles a group of products or services together and sells them for a lower price than the individual prices. Up-selling refers to offering a more expensive product or service to a customer, re-selling refers to selling a product or service that has already been sold once, additional selling refers to selling additional products or services to a customer, and cross-selling refers to selling complementary products or services to a customer.

Question 9

Which of the following statements is false?

Accepted Answer

Data consolidation refers to the process of combining data from various sources into one location, while a 360-degree view refers to having a comprehensive understanding of the customer across all touchpoints and interactions with the organization. These are two distinct concepts and not interchangeable.

Question 10

_____ are applications and technologies with which customers interact and typically help themselves.

Accepted Answer

The term "customer-touching applications" refers to any technology or application that directly interacts with customers and allows them to help themselves without the need for intervention from customer service representatives or salespeople. Examples include self-service kiosks, mobile apps, and online portals.

Question 11

_____ is the practice of marketing additional related products to customers based on a previous purchase.

Accepted Answer

Cross-selling is the practice of marketing additional related products to customers based on a previous purchase. Bundling is combining multiple products or services into one package for sale. Up-selling is persuading a customer to purchase a more expensive or upgraded version of a product. Re-selling is the act of selling something that has already been owned by someone else. Additional selling is not a widely recognized term in marketing.

Question 12

_____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process.

Accepted Answer

Sales force automation is the component of an operational CRM system that automatically records all the aspects in a sales transaction process, such as customer interactions, order processing, and inventory management. Inbound and outbound telesales, sales team efforts, and the customer help desk are all parts of the overall sales process but do not specifically refer to the recording and automation of sales transactions.

Question 13

AT&T sells telephone services that include local and long-distance service, voice mail service, caller ID, and digital subscriber line access to the Internet. This is a form of _____________.

Accepted Answer

AT&T is bundling different services together to offer a comprehensive package to the customers.

Question 14

In _____, company representatives use multiple communication channels to support their customers' communications preferences.

Accepted Answer

The description fits the concept of a customer interaction center (CIC), where multiple communication channels such as phone, email, chat, social media, and even video can be used to support customers in their preferred mode of communication. Telesales rooms, group decision support rooms, and sales team meetings may not necessarily involve direct customer communication, while videoconferencing centers are more specific to video communication only.

Question 15

The sales, marketing, and service functions are part of ____________.

Accepted Answer

The sales, marketing, and service functions are part of operational CRM, which focuses on automating and streamlining customer-facing business processes. Operational CRM includes tools for managing customer interactions such as sales automation, marketing automation, and customer service automation. Analytical CRM focuses on using customer data to gain insights for business decisions, collaborative CRM focuses on integrating customer interactions across multiple channels, and transactional CRM focuses on automating specific interactions such as online purchases. The functions described in the question are better suited to operational CRM.

Question 16

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union.
Which of the following customer touch points will give Haya the most information after her first weekend of selling?

Accepted Answer

The best choice for Haya to gather the most information after her first weekend of selling would be to physically interact with customers when they visit her store. This would allow her to observe their reactions to the products, ask for feedback, and gain valuable insights into their needs and preferences. While communication via smartphones, building a website, sending an email, and putting a flyer in mailboxes may all be useful in promoting her business, they would not provide the same level of direct customer insight as interacting with customers in person.

Question 17

Which of the following allows customers to connect to a company representative and conduct an instant messaging session?

Accepted Answer

Live chat allows customers to connect to a company representative and conduct an instant messaging session. The other options, such as information help desk, customer interaction center, teleconference, and videoconference may allow communication between customers and company representatives, but do not specifically involve instant messaging.

Question 18

Refer to IT's About Business 12.1 - Amazon: Truly Superb Customer Service: Amazon's optimized product information pages include all of the following except for________,

Accepted Answer

The article states that Amazon's optimized product information pages include price comparisons, cross-sold product frequency, and real-time inventory and availability. However, there is no mention of actual product delivery times being included on the page.

Question 19

Which of the following statements concerning customer relationship management is false?

Accepted Answer

CRM is not limited to the use of technology, although technology can certainly play a role in its implementation. Customer relationship management is a broader strategic approach that involves all aspects of an organization's interactions with customers, including marketing, sales, and customer service.

Question 20

_____ includes those areas where customers directly interact with the company.

Accepted Answer

Customer-facing CRM includes those areas where customers directly interact with the company.

Quiz 12: Customer Relationship Management