Customer Relationship Management Exam Solutions
Course Introduction
Customer Relationship Management introduces students to the strategies, technologies, and practices that organizations use to analyze and manage customer interactions throughout the customer lifecycle. The course explores techniques for acquiring, retaining, and developing profitable customer relationships using data-driven insights and digital systems. Students learn about the integration of CRM software, customer segmentation, personalized marketing, sales force automation, and service delivery. Emphasis is placed on the alignment between business objectives and CRM initiatives, with case studies highlighting real-world applications. By the end of the course, students gain practical skills to design, implement, and evaluate effective CRM strategies in various industry contexts.
Recommended Textbook
Dalrymples Sales Management Concepts and Cases 10th Edition by William L. Cron
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16 Chapters
1140 Verified Questions
1140 Flashcards
Source URL: https://quizplus.com/study-set/1355
Page 2
Chapter 1: Introduction to Selling and Sales Management
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40 Verified Questions
40 Flashcards
Source URL: https://quizplus.com/quiz/27064
Sample Questions
Q1) An advantage of personal selling is <b>not</b>:
A) two way communication.
B) reaching a massive number of people quickly.
C) detailed explanation.
D) direction towards qualified prospects.
E) all are advantages of personal selling
Answer: B
Q2) The most powerful motivator for salespeople is usually:
A) compensation.
B) meetings.
C) quotas.
D) contests.
E) awards.
Answer: A
Q3) Most sales force automation initiatives have been successful.
A)True
B)False
Answer: False
To view all questions and flashcards with answers, click on the resource link above. Page 3
Chapter 2: Strategy and Sales Program Planning
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62 Verified Questions
62 Flashcards
Source URL: https://quizplus.com/quiz/27065
Sample Questions
Q1) Which of the following are given exclusive contracts to perform the selling function within specified geographic areas?
A) independent sales agents.
B) telemarketing.
C) alliances.
D) resellers.
E) integrators.
Answer: A
Q2) The sales force is generally more involved in a firm's supply chain management (SCM) efforts, than in its customer relationship management (CRM) processes.
A)True
B)False
Answer: False
Q3) A company's sales force program should follow directly from top management's business strategy decisions.
A)True
B)False
Answer: False
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Chapter 3: Sales Opportunity Management
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65 Verified Questions
65 Flashcards
Source URL: https://quizplus.com/quiz/27066
Sample Questions
Q1) The same sales effort and time should be given to each customer since each customer should be considered important.
A)True
B)False
Answer: False
Q2) It is not at all unusual for a company to find there is between a ______________ difference in the profitability of customers who purchase a similar quantity of product.
A) 10-25%
B) 25-50%
C) 50-75%
D) 75-100%
Answer: C
Q3) According to survey results, most firms fail to offer their salespeople training in time management.
A)True
B)False
Answer: False
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Chapter 4: Account Relationship Management
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63 Verified Questions
63 Flashcards
Source URL: https://quizplus.com/quiz/27067
Sample Questions
Q1) When selling to an economic buying influence such as a chief executive officer, salespeople are likely to do which of the following?
A) emphasize the contract's financial consequences for the organization
B) discuss how the deal would improve the firm's competitive position
C) discuss how corporate wide contracts can reduce costs per unit to the buyer
D) both a and b above
E) all of the above
Q2) The Economic Buyer controls the money to make a purchase.
A)True
B)False
Q3) It is generally good advice for salespeople to concentrate all their efforts on the purchasing agent when selling to organizations.
A)True
B)False
Q4) It is possible for one person to function in the roles of being the user, economic, and technical buyer for a particular purchase.
A)True
B)False
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Chapter 5: Customer Interaction Management
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68 Verified Questions
68 Flashcards
Source URL: https://quizplus.com/quiz/27068
Sample Questions
Q1) Most buyers volunteer to buy without the salesperson needing to explicitly ask for the order.
A)True
B)False
Q2) Precall planning should be used to help collect your thoughts and organize your sales strategy prior to meeting the buyer face to face.
A)True
B)False
Q3) "Recognition by one's boss" is an example of a personal motive for making a purchase decision.
A)True
B)False
Q4) Salespeople should anticipate possible customer concerns that may arise during a sales call and prepare strategies to address them.
A)True B)False
Q5) Successful salespeople expect to close a sales call only once.
A)True B)False
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Chapter 6: Sales Force Organization
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76 Verified Questions
76 Flashcards
Source URL: https://quizplus.com/quiz/27069
Sample Questions
Q1) Which of the following factors is not important when deciding to use sales agents in a particular geographic area?
A) how close the business prospects are to your headquarters
B) level of control over the actions of the sales force
C) the volume of business in the geographic area
D) the predictability of sales from the geographic area
Q2) Permission marketing refers to first asking the customer for permission to make a sales call.
A)True
B)False
Q3) Some common ways in which telemarketing is used by businesses includes all of the following <b>except</b>:
A) customer service - "800" numbers.
B) prospecting and lead qualification.
C) sales support - selling of services to compliment product purchases.
D) sales training - answering salespeople's questions about specific products.
Q4) Sales agents are likely to be used when the company is selling only a few products.
A)True
B)False
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Chapter 7: Recruiting and Selecting Personnel
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87 Verified Questions
87 Flashcards
Source URL: https://quizplus.com/quiz/27070
Sample Questions
Q1) According to a survey of purchasing agents, if you were to hire salespeople that had the most valued traits from a buyer's perspective, a candidate would have which of the following traits?
A) imagination.
B) diplomacy in dealing with operating departments.
C) knowledge of the product line.
D) thoroughness/follow-through.
E) all of the above.
Q2) Application blanks gather personal history data in a standardized format.
A)True
B)False
Q3) Because interviewing is an objective process, it is usually a very good predictor of future job performance.
A)True
B)False
Q4) While job qualifications focus on the activities and responsibilities of the job, a job description refers to key elements necessary to perform the job successfully.
A)True
B)False
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Chapter 8: Training
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72 Verified Questions
72 Flashcards
Source URL: https://quizplus.com/quiz/27071
Sample Questions
Q1) You have just completed a cross-tabulation analysis from the data you received on your sales force and customer base. The results suggest that the newest salespeople have the lowest closing ratio of your sales force and the senior salespeople with more than 7 years experience appear to have low new account numbers. From this analysis, you can confidently do the following:
A) Design a training program for senior salespeople.
B) Design a training program for junior salespeople on questioning, presentation style, and closing.
C) Conduct more needs analysis to identify the causes of the problems.
D) Do both a and b above.
E) From the data analysis described, I would do nothing to see if the problems fix themselves.
Q2) Internet training offers cost savings, flexibility and less distractions than any other training method.
A)True
B)False
Q3) Time management is not a critical factor in managing the sales force.
A)True
B)False
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Page 10
Chapter 9: Leadership
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91 Verified Questions
91 Flashcards
Source URL: https://quizplus.com/quiz/27072
Sample Questions
Q1) A sales manager who learns about a customer's sexual harassment behaviors toward one of his or her salespeople, but does nothing about it could be held personally liable for damages.
A)True
B)False
Q2) A common complaint about sales meetings is that salespeople spend most of their time listening rather than participating.
A)True
B)False
Q3) You hired an outside consultant trainer to provide training on relationship selling. One of your salespeople is heckling and disrupting the training specialist during his presentation with comments such as: "I've been doing relationship selling for the past five years; tell me something new." The best situation for effective coaching in this situation would most likely to be:
A) during the sales meeting and in front of everybody.
B) within one of the smaller breakout groups later on.
C) one-on-one during a break.
D) with several other salespeople after the entire training session is over.
E) none of the above.
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Page 11
Chapter 10: Ethical Leadership
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77 Verified Questions
77 Flashcards
Source URL: https://quizplus.com/quiz/27073
Sample Questions
Q1) Which of the following is usually the hardest to perform?
A) circulating an ethics policy statement to all levels of management
B) blowing the whistle on an unethical situation
C) setting realistic sales quotas
D) getting general verbal support from top management for a firing of an executive
E) none of the above
Q2) Kickbacks are ethical if the amount is small (less than $500) and the company awarded the contract offered the best price anyway.
A)True
B)False
Q3) With morality being based on a group consensus the problem is:
A) lack of leadership.
B) Machiavellianism.
C) the majority can be wrong.
D) profits may suffer.
E) none of the above.
Q4) The Clayton Antitrust Act prohibits price discrimination.
A)True
B)False
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Chapter 11: Motivating Salespeople
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88 Verified Questions
88 Flashcards
Source URL: https://quizplus.com/quiz/27074
Sample Questions
Q1) Which of the following are examples of activity quotas?
A) calls on new accounts
B) product demonstrations
C) number of calls per day
D) proposals submitted
E) all of the above
Q2) As a new first-line sales manager, you would like to understand what motivates each salesperson. Joe, one of your salespeople, is a person who is almost completed self-motivated - you don't need to do much of anything to keep this person going. Joe always sets high goals for himself and likes it when the branch achieves its monthly quota, regardless of who sold the most to make that possible. Based on this information, you determine that Joe has which motivational drive?
A) the Competitor
B) the Ego-driven
C) the Achiever
D) the Service-oriented
E) a combination of all of the above
Q3) Every salesperson knows how to handle rejection.
A)True
B)False
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Chapter 12: Compensating Salespeople
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84 Verified Questions
84 Flashcards
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Sample Questions
Q1) The goal of the compensation package is to reward employees for their efforts without putting the firm's profitability in jeopardy.
A)True
B)False
Q2) As a sales consultant specializing in designing compensation plans, you advise your clients that the most influential factor is:
A) To develop as many goals as possible with the plan.
B) Drive multiple, specific salesperson behaviors.
C) Align your pay plan with company strategy
D) That the most expensive plan is typically the most motivating one.
E) Design a plan to minimize salesperson compensation.
Q3) Under a straight commission plan, sales managers usually have less control over their reps.
A)True
B)False
Q4) With regard to compensation programs, most firms just use a draw against commission.
A)True
B)False
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Chapter 13: Evaluating Sales Force Performance
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95 Verified Questions
95 Flashcards
Source URL: https://quizplus.com/quiz/27076
Sample Questions
Q1) Behavioral measures of performance are usually more effective for salaried work forces.
A)True B)False
Q2) Although ranking procedures are an effective efficiency measurement tool, they:
A) do not measure input and output factors simultaneously.
B) do not allow comparison of individual salespeople.
C) assume that all ranking criteria are of equal importance.
D) allow sales volume to rank higher than batting average.
E) none of the above.
Q3) A salesperson with a 7% higher than average contribution margin and an average profit margin may be:
A) trading profits for revenues.
B) buying customers with entertainment.
C) reaching a territories potential.
D) trying to penetrate new markets.
E) none of the above.
Q4) An assessment of sales results is usually very rare in evaluation systems.
A)True B)False
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Chapter 14: Estimating Potentials and Forecasting Sales
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) An important aspect of exponential smoothing is its ability to emphasize recent data and systematically discount old information.
A)True
B)False
Q2) Sales force composite methods involve regression analysis.
A)True
B)False
Q3) Salespeople projecting sales volume for customers in their own territory is known as:
A) jury of executive opinion.
B) sales force composite.
C) time series index.
D) regression.
E) naïve approach.
Q4) When using the trend projection method, the analyst estimates trend from past data and adds this figure to current sales to obtain a forecast.
A)True
B)False
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Chapter 15: Territory Design
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47 Verified Questions
47 Flashcards
Source URL: https://quizplus.com/quiz/27078
Sample Questions
Q1) Which of the following sites are common choices for starting points?
A) small towns
B) homes of salespeople
C) mountains and rivers
D) both a and b are correct
E) all of the above are correct
Q2) Many large firms with numerous sales territories use computer programs in the redesign of territories to make them more compact and similar in potential.
A)True
B)False
Q3) A group of current and prospective customers located in a geographical area that is assigned to an individual salesperson can best be defined as:
A) sales niche.
B) a sales territory.
C) a market share.
D) customer cluster.
E) a and d only.
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17
Chapter 16: Sales Force Investment and Budgeting
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40 Verified Questions
40 Flashcards
Source URL: https://quizplus.com/quiz/27079
Sample Questions
Q1) A drawback to the percentage of sales approach is that budget allocation for selling expenses tends to change in the <b>same</b> direction as sales.
A)True
B)False
Q2) Your sales force is probably too large if the number of new customer sales is down.
A)True
B)False
Q3) There is likely to be a high sales carryover when:
A) the product is mature.
B) there is strong brand equity.
C) the product is identical to a competitor's.
D) only a and b above.
E) a, b, and c are all indicators of high sales carryover.
Q4) A sales forecast is usually made prior to estimating selling costs as a percent of sales.
A)True
B)False
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