Customer Relationship Management Test Preparation
Course Introduction
Customer Relationship Management (CRM) explores strategies and technologies that organizations use to manage interactions with current and potential customers. This course covers key concepts such as customer lifecycle, segmentation, data-driven marketing, and the integration of CRM systems with sales and service processes. Students will learn how businesses use CRM tools to enhance customer satisfaction, loyalty, and retention, as well as to drive profitability and achieve competitive advantage. Through case studies and practical projects, the course emphasizes the importance of building long-term, mutually beneficial relationships with customers in today's dynamic business environment.
Recommended Textbook Sales Force Management 10th Edition by Mark Johnston
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13 Chapters 1146 Verified Questions 1146 Flashcards
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Chapter 1: Introduction to Sales Management in the
Twenty-First Century
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85 Verified Questions
85 Flashcards
Source URL: https://quizplus.com/quiz/62543
Sample Questions
Q1) Which of the following statements about the sales force in the 21<sup>st</sup> century is true?
A)Sales managers will use a hands-off approach and let the professional salesperson be his or her own boss
B)Transactional exchanges no longer occur
C)Sales management must be smart and nimble and provide technology-centered solutions to support the sales effort
D)Salespeople make little use of the Internet because they realize the importance of the personal touch
E)All of the above statements about the sales force in the 21<sup>st</sup> century are true
Answer: C
Q2) Selling skills and requirements vary due to the consistency of the buying process and constant level of product complexity.
A)True
B)False
Answer: False
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Chapter 2: The Process of Selling and Buying
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80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/62542
Sample Questions
Q1) Images of salespeople personified by Willie Loman and Herb Tarleck
A)Exaggerate the benefits of being in sales
B)Are not totally undeserved
C)Stimulate interest in sales positions
D)Show how technology can change sales dynamics
E)All of the above
Answer: B
Q2) Fiona,a new sales rep for a pharmaceutical company,has considerable autonomy.She makes her own schedule,determining which customers to see and how often but,she knows her supervisor is keeping close tabs on
A)Travel time
B)Where she is
C)Results
D)Sample inventory
E)All of the above
Answer: C
Q3) What are the four types of B2B selling?
Answer: Trade service,missionary seller,technical seller,new business seller.
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Chapter 3: Linking Strategies and the Sales Role in the Era of Customer Relationship Management
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97 Verified Questions
97 Flashcards
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Sample Questions
Q1) Research suggests that firms with a higher level of customer orientation are more successful.
A)True
B)False
Answer: True
Q2) Some key reasons for CRM system flops in sales organizations include:
A)Lack of focus
B)Complicated procedures
C)Minimal buy-in
D)Business units are silos
E)All of the above
Answer: E
Q3) In marketing strategy,personal selling is relatively important when there are many potential customers.
A)True
B)False
Answer: False
Q4) What is Michael Porter's typology of generic business strategies?
Answer: Low-cost supplier,differentiation and niche or focus.
Page 5
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Chapter 4: Organizing the Sales Effort
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) Which of the following statements about decision making within the sales organization is true?
A)The significance of the decision has no effect on the level at which the decision will be made
B)Firms that have many low-paid salespeople who perform relatively routine sales tasks usually place the decision-making authority in the hands of its top sales executives
C)As a general rule of organization,the more important a decision is for the success of the firm,the higher the level of management that should make the decision
D)As a rule,field-line sales managers are responsible for seeing that sales tasks are completed,but have no decision-making authority
E)Firms that have professional salespeople who perform complex sales tasks typically place all decision-making authority in the hands of its salespeople
Q2) How does telemarketing fit within a sales strategy?
Q3) What is the first key building block in starting a new sales force?
Q4) What are the six key building blocks for starting a sales force?
Q5) What are the advantages of geographic sales organization?
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Chapter 5: The Strategic Role of Information in Sales Management
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) The work load method of determining the size of the field sales labor force assumes that all workers will work with the same degree of efficiency.
A)True
B)False
Q2) Compare the advantages and disadvantages of one subjective with one objective sales forecasting technique.
Q3) What decisions are affected by territory demand estimates?
Q4) The sales force composite method of forecasting sales:
A)Involves the people who will be responsible for the results in setting the forecast
B)Is an objective combined estimate of individual salespeople,product by product and customer by customer
C)Is extremely accurate
D)Will not produce biased results
E)Is accurately described by all of the above
Q5) The acronym MSA stands for Marketing Statistical Area.
A)True
B)False
Q6) How are sales forecasts used within an organization?
Page 7
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Chapter 6: Salesperson Performance: Behavior, role
Perceptions, and Satisfaction
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88 Verified Questions
88 Flashcards
Source URL: https://quizplus.com/quiz/62538
Sample Questions
Q1) What is meant by a salesperson's skill level?
Q2) Roger,a sales rep for an office furniture company is not sure whether he should be spending time showing customers how to assemble the furniture.Roger is experiencing __________ concern.
A)Role expectancy
B)Role ambiguity
C)Role conflict
D)Role inaccuracy
E)Role rotation
Q3) How have Web site sales affected traditional sales people?
Q4) In small doses,role conflict and ambiguity provide the salesperson and the organization with some stress.This stress:
A)Produces an unhappy situation because stress reduces productivity
B)Can be eliminated by more training and closer supervision
C)Is a healthy situation since low levels of stress lead to adaptation and change
D)Prevents salespeople from taking on any innovative roles
E)Is the normal state of affairs for everyday existence and businesses could not operate without it
8
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Chapter 7: Salesperson Performance: Motivating the Sales Force
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) The accuracy of a salesperson's expectancy perceptions indicates:
A)How clearly the salesperson understands the relationship between the effort expended and the resulting achievement
B)The ranking of rewards attained as a result of improved performance
C)The degree to which that individual believes expending effort on job activities will influence ultimate job performance
D)The difficulty assigned to a task in comparison to the reward offered for performing the task
E)The degree to which an individual wants extrinsic rewards
Q2) The higher the earnings opportunity ratio is within the company,the higher the average salesperson's valence for pay is likely to be.
A)True
B)False
Q3) The disengagement stage of a salesperson's career is also referred to as the self-termination period.
A)True
B)False
Q4) Discuss the criticisms of financial incentives in sales motivation programs.
Page 9
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Chapter 8: Personal Characteristics and Sales Aptitude:
Criteria for Selecting Salespeople
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) Training and supervision are management actions that primarily attempt to influence:
A)Role perceptions and motivation
B)Aptitude and skill levels
C)Motivation and aptitude
D)Aptitude and motivation
E)Skill levels and role perceptions
Q2) Research indicates interpersonal skills
A)Are not closely related to sales performance
B)Are more important than vocational skills
C)Are equally as important as general management skills
D)Are less important than vocational esteem skills
E)None of the above
Q3) Which of the following aptitudes is most relevant to the success of a person who is hired for a sales position?
A)Intelligence
B)Math ability
C)Cognitive abilities
D)Sales aptitude
E)Verbal intelligence
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Chapter 9: Sales Force Recruitment and Selection
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87 Verified Questions
87 Flashcards
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Sample Questions
Q1) The first step in recruiting and selecting salespeople is to determine what personnel skills the company needs that it does not currently have.
A)True
B)False
Q2) What are the pros and cons associated with recruiting salespeople from competing firms?
Q3) Which of the following selection tools has declining popularity as a result of the Americans with Disabilities Act?
A)Intelligence tests
B)Physical examinations
C)Reference checks
D)Personality tests
E)Stress interviews
Q4) There is evidence that job candidate evaluations based on personal interviews are the least valid predictors of subsequent job performance.
A)True
B)False
Q5) What six dimensions and requirements should a good job description include?
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Chapter 10: Sales Training: Objectives,techniques,and Evaluation
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) Companies have found that use of computers by salespeople results in:
A)Greater computer adaptations
B)More time for face-to-face communication
C)Technical solutions to sales problems
D)Increased sales force satisfaction
E)Alternative product knowledge demonstration
Q2) It is not unusual to find sales representatives who spend 80 percent of their time with customers who account for only 20 percent of their sales.
A)True
B)False
Q3) George is training his sales team in the skill of bundling and building value.George's training is in the area of
A)Market/industry orientation
B)Price negotiation
C)Territory management
D)Product knowledge
E)Legal/ethical issues
Q4) What do sales executives consider the most important issue in sales training?
Q5) What is the relationship between sales training costs and increased profits?
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Chapter 11: Salesperson Compensation and Incentives
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77 Verified Questions
77 Flashcards
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Sample Questions
Q1) One of the disadvantages of a combination compensation plan is that with this system selling expenses are not as predictable as with the other two forms of compensation plans.
A)True
B)False
Q2) The core of a salary compensation plan is
A)Salary and incentive payments
B)Straight salary
C)Benefits and draw
D)Perks and expense accounts
E)Quotas and bonuses
Q3) What is required for sales contests to be successful?
Q4) Why is this sales contest doomed to fail?
A)The company does not have a clearly defined sales objective for the contest
B)The contest features will produce anxiety among the sales force because they are too exciting
C)The rewards are likely to be more demotivating than motivating
D)The company over-sold the sales contest
E)Nothing is wrong with this contest;it has every reason to succeed
Q5) Why do companies offer a draw against commissions?
Page 13
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Chapter 12: Cost Analysis
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88 Verified Questions
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Sample Questions
Q1) Which of the following statements about how a manufacturer categorizes its costs and expenses is True?
A)A general expense is much like a direct cost in that it cannot be identified directly with a specific object of profit measurement,such as a territory,salesperson or product
B)All costs are categorized as either direct or indirect-but never as both
C)A salesperson's salary would be a direct cost for his or her territory,but an indirect cost for the product sold
D)Advertising is a direct cost
E)A specific expense is much like a direct in that it can generally be identified with a wide range of products and functions
Q2) What is the major benefit of marketing cost analysis?
Q3) A key factor in determining the overall profitability of each customer is
A)The cost of goods produced
B)The pricing authority of salespeople
C)Competitiveness of the derived demand
D)Returns on assets managed
E)Full-cost accounting
Q4) How should advertising costs be functionally allocated?
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Page 14
Chapter 13: Evaluating Salesperson Performance
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84 Verified Questions
84 Flashcards
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Sample Questions
Q1) Careful specification of performance standards by territory will eliminate inequities across territories.
A)True
B)False
Q2) What are the common instructions given to sales managers using evaluation forms?
Q3) In light of attribution theory,evaluating the performance of a salesperson is all about the sales manager attributing causes of that performance.
A)True
B)False
Q4) Which salesperson had the highest order per call ratio?
A)Lee
B)Arno
C)Bly
D)Snow
E)Ford
Q5) Ability equals task difficulty multiplied by effort.
A)True
B)False
Q6) What are the typical measures of effectiveness used is assessing salespeople?
Page 15
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