Question 1

Cross-selling is increasing the value of the sale.

Accepted Answer

A) True 
 B)False  False

Question 2

Analytical CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Accepted Answer

A) True 
 B)False  False

Question 3

What divides a market into categories that share similar attributes such as age, location, gender, habits, and so on?

Accepted Answer

A)  Contact center 
B)  Customer segmentation 
C)  Call scripting system 
D)  Uplift modeling 
A)  Contact center 
B)  Customer segmentation 
C)  Call scripting system 
D)  Uplift modeling B

Question 4

Supplier relationship management discovers optimal sales channels by selecting the right partners and identifying mutual customers.

Accepted Answer

A) True 
 B)False

Question 5

Customer service and support (CSS) is a part of operational CRM that automates service requests, complaints, product returns, and information requests.

Accepted Answer

A) True 
 B)False

Question 6

What allows customers to use the web to find answers to their questions or solutions to their problems?

Accepted Answer

A)  Contact center 
B)  Web-based self-service 
C)  Call scripting 
D)  Website personalization 
A)  Contact center 
B)  Web-based self-service 
C)  Call scripting 
D)  Website personalization

Question 7

What is interactive voice response (IVR)?

Accepted Answer

A)  Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent 
B)  Directs customers to use touch-tone phones or keywords to navigate or provide information 
C)  A phone switch routes inbound calls to available agents 
D)  All of these 
A)  Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent 
B)  Directs customers to use touch-tone phones or keywords to navigate or provide information 
C)  A phone switch routes inbound calls to available agents 
D)  All of these

Question 8

What is increasing the value of the sale?

Accepted Answer

A)  Cross-selling 
B)  Up-selling 
C)  Campaign management system 
D)  Customer service and support 
A)  Cross-selling 
B)  Up-selling 
C)  Campaign management system 
D)  Customer service and support

Question 9

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?

Accepted Answer

A)  Campaign management system 
B)  Cross-selling 
C)  Up-selling 
D)  List generator 
A)  Campaign management system 
B)  Cross-selling 
C)  Up-selling 
D)  List generator

Question 10

Interactive voice response routes inbound calls to available agents.

Accepted Answer

A) True 
 B)False

Question 11

Customer data management is a means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is not considered a feature in a contact center?

Accepted Answer

A)  Automatic call distribution 
B)  Interactive voice response 
C)  Predictive dialing 
D)  Automatic predictive dialing 
A)  Automatic call distribution 
B)  Interactive voice response 
C)  Predictive dialing 
D)  Automatic predictive dialing

Question 13

Partner relationship management provides web-based self-service tools that streamline and automate the human resource department.

Accepted Answer

A) True 
 B)False

Question 14

What gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer?

Accepted Answer

A)  Contact center 
B)  Web-based self-service 
C)  Call scripting system 
D)  Uplift modeling 
A)  Contact center 
B)  Web-based self-service 
C)  Call scripting system 
D)  Uplift modeling

Question 15

What is web-based self-service?

Accepted Answer

A)  A place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone 
B)  A system that allows customers to use the web to find answers to their questions or solutions to their problems 
C)  A system that gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer 
D)  A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products 
A)  A place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone 
B)  A system that allows customers to use the web to find answers to their questions or solutions to their problems 
C)  A system that gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer 
D)  A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products

Question 16

What is an organization performing when it asks questions such as "why was customer revenue so high"?

Accepted Answer

A)  CRM reporting technologies 
B)  CRM analyzing technologies 
C)  CRM processing technologies 
D)  CRM predicting technologies 
A)  CRM reporting technologies 
B)  CRM analyzing technologies 
C)  CRM processing technologies 
D)  CRM predicting technologies

Question 17

Which of the following provides customer service representatives to answer customer inquiries and respond to problems through a number of different customer touch points?

Accepted Answer

A)  Contact center 
B)  Web-based self-service 
C)  Call scripting 
D)  Website personalization 
A)  Contact center 
B)  Web-based self-service 
C)  Call scripting 
D)  Website personalization

Question 18

What discovers optimal sales channels by selecting the right partners and identifying mutual customers?

Accepted Answer

A)  Supplier relationship management 
B)  Partner relationship management 
C)  Employee relationship management 
D)  All of these 
A)  Supplier relationship management 
B)  Partner relationship management 
C)  Employee relationship management 
D)  All of these

Question 19

Opportunity management CRM systems target sales opportunities by finding new customers or companies for future sales.

Accepted Answer

A) True 
 B)False

Question 20

What provides web-based self-service tools that streamline and automate the human resource department?

Accepted Answer

A)  Supplier relationship management 
B)  Partner relationship management 
C)  Employee relationship management 
D)  All of these 
A)  Supplier relationship management 
B)  Partner relationship management 
C)  Employee relationship management 
D)  All of these

Exam 11: Building a Customer-Centric Organizationcustomer Relationship Management

Cross-selling is increasing the value of the sale.

Analytical CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

What divides a market into categories that share similar attributes such as age, location, gender, habits, and so on?

Supplier relationship management discovers optimal sales channels by selecting the right partners and identifying mutual customers.

Customer service and support (CSS) is a part of operational CRM that automates service requests, complaints, product returns, and information requests.

What allows customers to use the web to find answers to their questions or solutions to their problems?

What is interactive voice response (IVR)?

What is increasing the value of the sale?

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?

Interactive voice response routes inbound calls to available agents.

Customer data management is a means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

Which of the following is not considered a feature in a contact center?

Partner relationship management provides web-based self-service tools that streamline and automate the human resource department.

What gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer?

What is web-based self-service?

What is an organization performing when it asks questions such as "why was customer revenue so high"?

Which of the following provides customer service representatives to answer customer inquiries and respond to problems through a number of different customer touch points?

What discovers optimal sales channels by selecting the right partners and identifying mutual customers?

Opportunity management CRM systems target sales opportunities by finding new customers or companies for future sales.

What provides web-based self-service tools that streamline and automate the human resource department?

Business Driven Technology

Identifying Competitive Advantages

Strategic Initiatives for Implementing Competitive Advantages

Measuring the Success of Strategic Initiatives

Organizational Structures That Support Strategic Initiatives

Valuing and Storing Organizational Informationdatabases

Accessing Organizational Informationdata Warehouses

Understanding Big Data and Its Impact on Business

Enabling the Organizationdecision Making

Extending the Organizationsupply Chain Management

Integrating the Organization From End to Endenterprise Resource Planning

Creating Innovative Organizations

Ebusiness

Creating Collaborative Partnerships

Integrating Wireless Technology in Business

Developing Software to Streamline Operations

Methodologies for Supporting Agile Organizations

Managing Organizational Projects

Business Driven Technology

Identifying Competitive Advantages

Strategic Initiatives for Implementing Competitive Advantages

Measuring the Success of Strategic Initiatives

Organizational Structures That Support Strategic Initiatives

Valuing and Storing Organizational Informationdatabases

Accessing Organizational Informationdata Warehouses

Understanding Big Data and Its Impact on Business

Enabling the Organizationdecision Making

Extending the Organizationsupply Chain Management

Building a Customer-Centric Organizationcustomer Relationship Management

Integrating the Organization From End to Endenterprise Resource Planning

Filters