Customer Relationship Management
Chapter Exam Questions
Course Introduction
Customer Relationship Management (CRM) explores the principles, strategies, and technologies that organizations use to manage and analyze customer interactions and data throughout the customer lifecycle. This course covers the importance of building long-term relationships with customers, methods for acquiring and retaining clients, and the role of CRM systems in personalizing marketing, sales, and service efforts. Students will examine case studies and current practices in various industries, learn how to segment customers effectively, and develop skills to implement CRM solutions that drive customer satisfaction and business growth.
Recommended Textbook
SELL 2 Canadian 2nd Edition by Thomas N. Ingram
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11 Chapters
1323 Verified Questions
1323 Flashcards
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Page 2
Chapter 1: Overview of Personal Selling
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111 Verified Questions
111 Flashcards
Source URL: https://quizplus.com/quiz/23739
Sample Questions
Q1) According to the textbook, which of the following is a potential disadvantage of using the problem-solving selling approach?
A) The approach can often take more time than either sellers or buyers are willing to spend.
B) Buyers tend to become resentful when an outsider recognizes problems that exist within their organization.
C) Problems are considered a negative aspect of business that sellers are advised to avoid whenever possible.
D) The approach requires an experienced salesperson who can handle a high degree of ambiguity.
Answer: A
Q2) In the evolution of personal selling, what characterizes the modern era?
A) selling through mass marketing of goods and services
B) a focus on hiring lower-cost salespeople
C) increased professionalism on the part of salespeople
D) increased efficiency of the factory production process
Answer: C
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Chapter 2: Building Trust and Sales Ethics
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113 Verified Questions
113 Flashcards
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Sample Questions
Q1) According to the textbook, what describes the extent of the buyer's confidence that he or she can rely on the salesperson's integrity?
A) trust
B) empathy
C) dependability
D) honesty
Answer: A
Q2) Ethical standards for a profession are based on society's standards.
A)True
B)False Answer: True
Q3) Reliability and integrity are important components of trust.
A)True
B)False
Answer: True
Q4) Trust in a selling relationship can mean different things to different people.
A)True
B)False Answer: True
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Chapter 3: Understanding Buyers
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134 Verified Questions
134 Flashcards
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Sample Questions
Q1) With respect to buying teams, what is the term for individuals within an organization who identify a need?
A) initiators
B) influencers
C) users
D) deciders
Answer: A
Q2) What is the biggest challenge for a salesperson trying to gain business from a customer who considers a specific purchase a straight rebuy decision situation from another supplier?
A) convincing the buyer that a gap exists between his or her actual and desired state
B) repositioning the buying decision to include more attributes
C) changing the importance weights attached to product attributes
D) using competitive depositioning to open up the contract for rebidding
Answer: A
Q3) The first step in the buying process is to search for qualified suppliers.
A)True
B)False
Answer: False
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Page 5
Chapter 4: Communication Skills
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148 Verified Questions
148 Flashcards
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Sample Questions
Q1) Suppose you are a salesperson engaged in face-to-face communication with a prospective buyer. You notice that the buyer backs away from you each time you step closer. According to the textbook, what is most likely happening?
A) The buyer is not interested in what you are saying.
B) You are invading the buyer's personal zone.
C) You are invading the buyer's public zone.
D) The buyer does not like you.
Q2) Which of the following is an example of an open-end question?
A) Does your company use this type of equipment in your operation?
B) Are you interested in hearing more about our new line of accessories?
C) What is your opinion on the new improvements that we have made to our equipment?
D) How many employees do you have working at this location?
Q3) One of the problems many people have with listening is that they make assumptions about what the other person is saying before that person is finished communicating.
A)True
B)False
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Chapter 5: Strategic Prospecting and Preparing for Sales Dialogue
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96 Verified Questions
96 Flashcards
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Sample Questions
Q1) Highly productive salespeople have much narrower sales funnel bottoms than less productive salespeople.
A)True
B)False
Q2) The process of searching out, collecting, and analyzing information to determine the likelihood of a sales lead being a good candidate for making a sale is known as qualifying.
A)True
B)False
Q3) What is the first step in a strategic prospecting plan?=
A) set goals for prospecting activities
B) allocate specific times for prospecting activities
C) track results of prospecting activities
D) evaluate the effectiveness of prospecting activities
Q4) According to the textbook, social media such as Facebook and MySpace have proven to be excellent prospecting tools for salespeople.
A)True
B)False
Page 7
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Chapter 6: Planning Sales Dialogues and Presentations
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101 Verified Questions
101 Flashcards
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Sample Questions
Q1) Salespeople should propose an agenda for the sales call but be flexible enough to revise it during the sales call to accommodate the needs of the buyer.
A)True
B)False
Q2) Which section of a sales dialogue planning template states how the salesperson will add value to the prospect's business by meeting a need or providing an opportunity?
A) prospect information
B) customer value proposition
C) sales call objective
D) linking buying motives, benefits, support information, and other reinforcement methods
Q3) Salespeople know that buyers do not want to spend a lot of time reading sales proposals that are not appropriate for solving their particular needs. Accordingly, what part of the proposal should salespeople make sure is enticing?
A) the needs and benefits analysis
B) the company description
C) the executive summary
D) the introduction
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8
Chapter 7: Sales Dialogue
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109 Verified Questions
109 Flashcards
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Sample Questions
Q1) What is the term for a testimonial written in story or anecdotal form used as a proof provider?
A) a satisfied customer statement
B) a case history
C) a word-of-mouth opportunity
D) an analogy
Q2) Presentation tools and sales aids are best used when uncovering needs.
A)True
B)False
Q3) When it comes to voice characteristics, the louder the message is delivered, the better it will be understood.
A)True
B)False
Q4) A brief description of a specific instance used to illustrate features and benefits of a product or service is known as an analogy.
A)True
B)False
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Chapter 8: Addressing Concerns and Earning Commitment
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105 Verified Questions
105 Flashcards
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Sample Questions
Q1) What is the term for a selling technique in which a salesperson relates how one of his or her customers had a problem similar to the prospect's and solved it by using the salesperson's product?
A) referral or testimonial close
B) boomerang method
C) success story commitment
D) T-account or balance sheet commitment
Q2) What is the term for a traditional, and since discredited, sales closing technique in which the salesperson presumes that an agreement has been reached, places the order form in front of the buyer, and hands him or her a pen to sign it?
A) standing-room-only close
B) assumptive close
C) fear or emotional close
D) continuous yes close
Q3) It is common for inexperienced salespeople to lose a sale because they were afraid to ask for the order.
A)True
B)False
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10
Chapter 9: Expanding Customer Relationships
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107 Verified Questions
107 Flashcards
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Sample Questions
Q1) Seminars, training sessions, and social engagements are good ways for a salesperson to expand the collaborative involvement between his or her organization and customers.
A)True
B)False
Q2) Each time a customer interacts with a member of the selling organization it is referred to as a moment of truth.
A)True
B)False
Q3) The salesperson should encourage critical encounters with their customers to encourage effective dialogue.
A)True
B)False
Q4) From the customer's perspective, what is the primary benefit provided by Internet-based software applications such as Netsuite<sup>TM</sup> and Salesforce.com<sup>TM</sup>?
A) security of information
B) faster order processing
C) more accurate billing information
D) improved communications with suppliers
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Chapter 10: Adding Value
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124 Verified Questions
124 Flashcards
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Sample Questions
Q1) According to the textbook, what is a territory routing plan in which the salesperson begins at the office and moves in an expanding pattern of concentric circles that spiral across the territory?
A) a cloverleaf routing plan
B) a circular routing plan
C) a straight line routing plan
D) a major city routing plan
Q2) Dollar or unit sales, number of orders, and aggregates or by groups are examples of profitability goals.
A)True
B)False
Q3) What is the term for tools that streamline the selling process, generate improved selling opportunities, facilitate cross-functional teaming and intraorganizational communication, and enhance communication and follow-up with customers?
A) selling technology and automation
B) productivity improvement software
C) a professional selling skills toolbox
D) total quality management (TQM)
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12
Chapter 11: Sales Management and Sales 20
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175 Verified Questions
175 Flashcards
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Sample Questions
Q1) According to the textbook, what is the critical task in determining a relationship strategy with different account groups?
A) balancing the customer's needs with the cost of serving the account
B) determining the optimal balance between sales call duration and frequency
C) estimating the amount of collaboration required to ensure customer satisfaction
D) allocating the appropriate amount of time needed for relationships to develop
Q2) What is the disadvantage of a functional sales organization design?
A) It has a limited span of control due to the greater size of salesforce needed.
B) It is inflexible due to a high degree of specialization.
C) It requires greater coordination and it is not cost efficient due to duplication of effort.
D) It has limited specialization and requires more training.
Q3) Locating prospective candidates is the first step in the recruitment and selection process.
A)True
B)False
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