Customer Relationship Management Exam Bank
Course Introduction
Customer Relationship Management (CRM) is a course that explores the strategies, technologies, and best practices organizations use to manage and analyze customer interactions throughout the customer lifecycle. The course covers the key concepts of building and maintaining long-term relationships with customers, understanding customer needs and behaviors, and leveraging data-driven tools to enhance customer satisfaction and loyalty. Students will learn about CRM software applications, customer segmentation, personalized marketing, and the integration of CRM with other business functions to improve sales, service, and overall business performance. The course also discusses challenges and ethical considerations in CRM implementation.
Recommended Textbook
SELL 3rd Edition by Thomas N. Ingram
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Verified Questions 1529 Flashcards
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Chapter 1: Overview of Personal Selling
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127 Verified Questions
127 Flashcards
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Sample Questions
Q1) One of the reasons for engaging in sales dialogue is so that the salesperson all of the features and benefits his/her product offers
A)True
B)False
Answer: False
Q2) Salespeople rarely get promoted into management positions because their training makes them too valuable where they are.
A)True
B)False
Answer: False
Q3) Salespeople help to stimulate the economy.
A)True
B)False
Answer: True
Q4) Salespeople should only be concerned with sales revenue.
A)True
B)False
Answer: False
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Page 3
Chapter 2: Building Trust and Sales Ethics
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109 Verified Questions
109 Flashcards
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Sample Questions
Q1) Which of the following is not recognized as a trust builder?
A) Customer orientation
B) Competence
C) Dependability
D) Candor
E) Each of the above is recognized as a trust builder Answer: E
Q2) It is can be difficult for new salespeople to be perceived as trustworthy if they do not have experience in their field.
A)True
B)False
Answer: True
Q3) In order for a salesperson to be customer-oriented they must, at least in part, be motivated by their customers' success
A)True
B)False
Answer: True
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Page 4
Chapter 3: Understanding Buyers
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144 Verified Questions
144 Flashcards
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Sample Questions
Q1) Needs which represent the desire for personal development and information are called?
A) Situational needs
B) Functional needs
C) Social needs
D) Psychological needs
E) Knowledge needs
Answer: E
Q2) After determining that his computer is no longer working, and that he needs a working computer, Jeff is most likely in which stage of the buying decision process?
A) Evaluating three different opportunities to buy a new computer
B) Recognizing the need for new computer
C) Determining the characteristics of the solution (getting a working computer)
D) Searching for information about various new computers, including pricing
E) Making a purchase
Answer: C
Q3) Individuals who are low and assertiveness and high and responsiveness referred to as ______________.
Answer: Amiables
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Page 5
Chapter 4: Communication Skills
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135 Verified Questions
135 Flashcards
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Sample Questions
Q1) One of the objectives of strategic questioning is to generate ________________________.
Q2) Salespeople need to possess effective trust-based sales communications skills so that they:
A) Can do a better job of asking for the order.
B) Are better able to identify buying needs and accurately convey proposed solutions.
C) Are better able to communicate to the selling organization.
D) Have an advantage over their customers.
E) Both the b and d are correct.
Q3) The rate at which a person speaks often affects how others will perceive him/her. A)True
B)False
Q4) With respect to SPIN, "have you had any challenges with your current system?" is an example of a/an _____________question.
Q5) Proper grammar is important to almost any sales presentation, either oral or written. A)True
B)False
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6
Chapter 5: Strategic Prospecting and Preparing for Sales Dialogue
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123 Verified Questions
123 Flashcards
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Sample Questions
Q1) _____________ refers to sales leads generated from company advertising efforts.
A) Company records.
B) Advertising inquiries
C) Advertising Prospects
D) Corporate Advertising Prospects (CAPs)
E) Company Advertising Prospects (CAPs)
Q2) The sales funnel is useful for understanding strategic prospecting.
A)True
B)False
Q3) Which of the following is not one of the common secondary lead sources?
A) Harris Directory
B) Moody's Industrial Directory
C) Thomas Register of American Manufacturers
D) Standard & Poor's Register of Corporations, Directors, and Executives
E) All of the above are common secondary lead sources
Q4) ______________is a process designed to identify, qualify, and prioritize sales opportunities, whether they represent potential new customers or opportunities to generate additional business from existing customers.
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Q5) ________________salespeople refers to a salesperson selling noncompeting products.
Chapter 6: Planning Sales Dialogues and Presentations
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139 Verified Questions
139 Flashcards
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Sample Questions
Q1) Sally is looking for a way to clearly communicate why her prospects should do business with her. Sally should learn how to:
A) Negotiate effectively
B) Develop customer value propositions
C) Handle buyer resistance
D) Promote her product's features and benefits
E) Develop effective visual aids
Q2) The D in ADAPT stands for ________________ questions.
Q3) In an organized sales dialogue (presentation,) the salesperson's ability to develop a customized solution is heavily dependent upon:
A) The salesperson's ability to listen during needs discovery.
B) The salesperson's ability to speak convincingly.
C) The buyer's ability to articulate his/her needs.
D) The salesperson's ability to use visual aids
E) Both a and d
Q4) Features address rational buying motives and benefits address emotional buying motives.
A)True
B)False
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Chapter 7: Sales Dialogue: Creating and Communicating Value
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133 Verified Questions
133 Flashcards
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Sample Questions
Q1) A key to the success of effective sales dialogue is to limit the involvement of the buyer.
A)True
B)False
Q2) LaToya is a salesperson for XYZ Co. and is preparing to make a sales call. She should plan to use a check-back type of question after she has ____.
A) Gone through a specific feature-benefit sequence
B) Made an introduction
C) Responded to an objection
D) Both A and C are correct
E) None of the above are correct
Q3) When preparing to conduct a product demonstration, a salesperson should remember ____.
A) To ensure the appearance of the product is neat and clean
B) To check for problem-free operation
C) To anticipate problems and have back-up or replacement parts on hand
D) None of the above are correct
E) A, b, and c are correct
Q4) An anecdote is a specific type of a/an __________________
Page 9
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Chapter 8: Addressing Concerns and Earning Commitment
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139 Verified Questions
139 Flashcards
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Sample Questions
Q1) Mike is a sales rep for an industrial equipment company. Mike can expect sales resistance when ____.
A) The buyer wants to avoid the sales interview
B) The prospect lacks information.
C) The buyer simply resists change
D) The he has failed to prospect properly.
E) All of the above are correct.
Q2) Just before moving into the securing commitment and closing stage, a salesperson should ____.
A) Review with the customer all of the product's features and benefits
B) Summarize the confirmed benefits
C) Disclose the price of the product
D) Remind the customer of their concerns
E) All of the above are accurate
Q3) When dealing with buyer objections, it is a good idea to use the Forestalling method most of the time.
A)True
B)False
Q4) _____________refers to a buyer's objections to a product or service during the sales presentation.
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Chapter 9: Expanding Customer Relations
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140 Verified Questions
140 Flashcards
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Sample Questions
Q1) Most companies do a good job of understanding and satisfying their customers.
A)True
B)False
Q2) Salespeople should be careful not to encourage relationships between engineers from the selling organization and individuals in the customer's organization because engineers don't understand how to sell.
A)True
B)False
Q3) Which of the following is not one of the four benefits of service enthusiasm that allow the sales organization to gain an advantage over its competitors?
A) Service enthusiasm helps the salesperson build a strong reputation
B) Service enthusiasm eliminates customer complaints
C) Service enthusiasm reduces mistakes thereby improving profitability
D) Service enthusiasm helps customers feel more comfortable complaining
E) Service enthusiasm stimulates interest in the selling organization
Q4) Although not to be used alone, a handwritten thank you card to a customer is always a good form of customer follow-up.
A)True
B)False
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Chapter 10: Adding Value: Self-Leadership and Teamwork
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154 Verified Questions
154 Flashcards
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Sample Questions
Q1) Which the following is not one of the sequential stages of self-leadership?
A) Setting goals and objectives
B) Implementation of strategies
C) Taking advantage of technology
D) Assessment and evaluation
E) Each of the above is one of the sequential stages of self-leadership
Q2) Steve is looking for a way to analyze customer data from his territory in an effort to identify new opportunities for sales revenue growth. _______________ could help Steve with this task.
A) Conducting a sales audit
B) Cloud computing
C) Sales call auditing software
D) Deal analytics
E) Customer Relationship Management
Q3) A salesperson's desire to sell a certain amount of product within an area or territory in order to achieve personal goals is referred to an account goal.
A)True
B)False
Q4) The first stage of Self-Leadership is _____________________.
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Chapter 11: Sales Management and Sales
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186 Verified Questions
186 Flashcards
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Sample Questions
Q1) The objective of a sales channel strategy is to ensure accounts receive proper selling effort and coverage.
A)True
B)False
Q2) Sharon has decided to conduct a sales analysis. She will be examining unit sales by district in the current period to unit sales by district in the previous period. The one key decision regarding the sales analysis Sharon still needs to make is _______?
A) Unit of analysis
B) Production cost analysis
C) Type of sales
D) Method of analysis
E) Organization level of analysis
Q3) One of the advantages of organizing the sales force by product is management control over selling effort allocated to products.
A)True
B)False
Q4) ___________assess is the extent to which measures provide accurate assessments of the criteria they are intended to measure.
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