Post-Sale Customer Relationship Management Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

Page 1

Question 1 1. Explain what winning a new customer means.

Question 2 2. What does the acronym 'CRM' stand for in management and marketing?

Question 3 3. What are potential issues with CRM?

Question 4 4. Why is it important to record accurate information when using CRM?

Question 5 5. How can social media enhance CRM?

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Question 6 6. Social media tools are a great way companies can _____.

Question 7 7. Which of the following steps are important for building customer loyalty?

Question 8 8. Why is good telephone service important for your business?

Question 9 9. Why is it important for companies to nurture loyal customers?

Question 10 10. How is customer satisfaction measured?

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Question 11 11. What are some typical objectives for implementing a CRM system?

Question 12 12. Which of the following items is NOT one of the 3 items that should be focused on when implementing a CRM system?

Question 13 13. In the managing the issue phase of resolving customer complaints, how do you uncover information?

Question 14 14. Jeff works at a pet supply store. A customer walks in the front door, carrying a birdcage, yelling about how the door is broken. What is the first thing Jeff should do?

Question 15 15. What is a customer loyalty program?

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Question 16 16. How can a program be tailored to your company's needs?

Question 17 17. How does operational CRM differ from analytical CRM?

Question 18 18. Which term best describes a popular marketing strategy that centers around the acquisition, enhancement, and retention of long-term relationships that add value for the organization and the customer?

Question 19 19. The goal of CRM is _____.

Question 20 20. What is a tip for managing CRM information?

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Question 21 21. Which is an example of personalized service?

Question 22 22. Which is NOT an example of body language?

Question 23 23. Which of the following best describes the purpose of CRM software for companies?

Question 24 24. Why might customers feel like their privacy is being breached with CRM?

Question 25 25. What is an advantage of integrating social media with customer relationship management?

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Question 26 26. Why is patience important to creating good customer service and earning loyal customers?

Question 27 27. Why would a company use focus groups as a way to measure customer satisfaction?

Question 28 28. Your CRM business processes need to support your workflow. Which of the following step is LEAST likely to help define these processes?

Question 29 29. After finding a resolution, what is the final step in completing the customer complaint process?

Question 30 30. What is NOT a benefit of a customer loyalty program?

Post-Sale Customer Relationship Management Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

Marketing 306: Principles of Selling  /  Business Courses
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