Question 1

New technology is sometimes resisted by employees.

Accepted Answer

A) True 
 B)False  True

Question 2

The concept of a customer's lifetime value is important to companies because:

Accepted Answer

A)  It lets the company know how many products they have sold over time 
B)  It forces the company to invest money into things they don't need 
C)  It helps decide what customers need and what amount of resources allocated to them 
D)  All of the above 
A)  It lets the company know how many products they have sold over time 
B)  It forces the company to invest money into things they don't need 
C)  It helps decide what customers need and what amount of resources allocated to them 
D)  All of the above C

Question 3

Which of the following are goals of CRM?

Accepted Answer

A)  To build relationships with customers 
B)  To focus on attributes of the company that represent value to the customer 
C)  To build customer loyalty 
D)  All of the above 
A)  To build relationships with customers 
B)  To focus on attributes of the company that represent value to the customer 
C)  To build customer loyalty 
D)  All of the above D

Question 4

Technology:

Accepted Answer

A)  Is bad 
B)  Changes how human beings control and adapt to their environments 
C)  Is stagnant and will never change 
D)  All of the above 
A)  Is bad 
B)  Changes how human beings control and adapt to their environments 
C)  Is stagnant and will never change 
D)  All of the above

Question 5

Market planning is only effective if:

Accepted Answer

A)  Knowledge discovery is accurate 
B)  Companies have at least four customer databases 
C)  Neither 
D)  Both A and B 
A)  Knowledge discovery is accurate 
B)  Companies have at least four customer databases 
C)  Neither 
D)  Both A and B

Question 6

Lisa is the branch manager of a sewage cleaning company. Recently, Lisa has encountered some issues with sewage cleaning techniques and would like to ask her employees, who are scattered throughout the Southwest, advice on how to handle the problem. Lisa should utilize which kind of technology?

Accepted Answer

A)  Communication tools 
B)  Social media 
C)  Presentation tools 
D)  Mapping software 
A)  Communication tools 
B)  Social media 
C)  Presentation tools 
D)  Mapping software

Question 7

A company should never fire a customer.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is part of the definition of the technology acceptance model?

Accepted Answer

A)  Salesperson is more likely to use technology the easier it is 
B)  Technology is only accepted by the salesperson if they like it 
C)  Technology must be fun if the salesperson is to use it 
D)  Salespersons born after the 1970s will not use technology unless bribed with a bonus 
A)  Salesperson is more likely to use technology the easier it is 
B)  Technology is only accepted by the salesperson if they like it 
C)  Technology must be fun if the salesperson is to use it 
D)  Salespersons born after the 1970s will not use technology unless bribed with a bonus

Question 9

Hunter senses a disconnect between the firm's culture and their market-oriented policies. Hunter's firm needs:

Accepted Answer

A)  Customer relationship management 
B)  A learning seminar 
C)  Formalization 
D)  Target marketing 
A)  Customer relationship management 
B)  A learning seminar 
C)  Formalization 
D)  Target marketing

Question 10

A customer-centric culture includes:

Accepted Answer

A)  Adopting a partnership business model 
B)  Investing money into customer service 
C)  Defining the selling role in terms of increasing revenue rapidly 
D)  Selling the customer more than what they initially asked for 
A)  Adopting a partnership business model 
B)  Investing money into customer service 
C)  Defining the selling role in terms of increasing revenue rapidly 
D)  Selling the customer more than what they initially asked for

Question 11

All of the following are objectives of CRM EXCEPT:

Accepted Answer

A)  Customer retention 
B)  Customer acquisition 
C)  Customer numbers 
D)  Customer profitability 
A)  Customer retention 
B)  Customer acquisition 
C)  Customer numbers 
D)  Customer profitability

Question 12

Name the four stages of the CRM Process Cycle.

Accepted Answer

Knowledge discovery,

Question 13

CRM has the following effects on a company:

Accepted Answer

A)  Reduces advertising costs 
B)  Improves the use of the customer channel 
C)  Helps make it easier to target specific customers 
D)  All of the above 
A)  Reduces advertising costs 
B)  Improves the use of the customer channel 
C)  Helps make it easier to target specific customers 
D)  All of the above

Question 14

Access to databases by the sales force can create problems concerning:

Accepted Answer

A)  Ethics 
B)  Company security 
C)  Job security 
D)  Both A and B 
A)  Ethics 
B)  Company security 
C)  Job security 
D)  Both A and B

Question 15

The lifetime value of a customer is the sum of the estimated stream of future profits.

Accepted Answer

A) True 
 B)False

Question 16

CRM data warehouses can sometimes cause problems with employee ethics.

Accepted Answer

A) True 
 B)False

Question 17

Acquisition of the right customers, based on known or learned characteristics which drive growth and increase margins is known as:

Accepted Answer

A)  Customer profitability 
B)  Customer buy-in 
C)  Customer loyalty 
D)  Customer profitability. 
A)  Customer profitability 
B)  Customer buy-in 
C)  Customer loyalty 
D)  Customer profitability.

Question 18

Kendall is a fashion director at a magazine company. Lately, Kendall has noticed that customers are not buying as many clothes featured in ads as they have previously. Kendall needs to figure out a way to get reader feedback. Kendall may want to utilize:

Accepted Answer

A)  Company researchers 
B)  Sales calls 
C)  Data mining 
D)  Touchpoints 
A)  Company researchers 
B)  Sales calls 
C)  Data mining 
D)  Touchpoints

Question 19

Which of the following is NOT associated with knowledge discovery:

Accepted Answer

A)  Call center files 
B)  Contacting customers directly 
C)  Data warehouse 
D)  Data mining 
A)  Call center files 
B)  Contacting customers directly 
C)  Data warehouse 
D)  Data mining

Question 20

The present decade represents a______ in selling.

Accepted Answer

A)  Stronghold 
B)  Technological change 
C)  Revolution 
D)  War 
A)  Stronghold 
B)  Technological change 
C)  Revolution 
D)  War

New technology is sometimes resisted by employees.

The concept of a customer's lifetime value is important to companies because:

Which of the following are goals of CRM?

Technology:

Market planning is only effective if:

Lisa is the branch manager of a sewage cleaning company. Recently, Lisa has encountered some issues with sewage cleaning techniques and would like to ask her employees, who are scattered throughout the Southwest, advice on how to handle the problem. Lisa should utilize which kind of technology?

A company should never fire a customer.

Which of the following is part of the definition of the technology acceptance model?

Hunter senses a disconnect between the firm's culture and their market-oriented policies. Hunter's firm needs:

A customer-centric culture includes:

All of the following are objectives of CRM EXCEPT:

Name the four stages of the CRM Process Cycle.

CRM has the following effects on a company:

Access to databases by the sales force can create problems concerning:

The lifetime value of a customer is the sum of the estimated stream of future profits.

CRM data warehouses can sometimes cause problems with employee ethics.

Acquisition of the right customers, based on known or learned characteristics which drive growth and increase margins is known as:

Kendall is a fashion director at a magazine company. Lately, Kendall has noticed that customers are not buying as many clothes featured in ads as they have previously. Kendall needs to figure out a way to get reader feedback. Kendall may want to utilize:

Which of the following is NOT associated with knowledge discovery:

The present decade represents a______ in selling.

Introduction to Sales Management in the Twenty-First Century

The Process of Selling and Buying

Linking Strategies and the Sales Role in the Era of Customer Relationship Management

Organizing the Sales Effort

Salesperson Performance: Behavior, Role Perceptions, and Satisfaction

Salesperson Performance: Motivating the Sales Force

Personal Characteristics and Sales Aptitude: Criteria for Selecting Salespeople

Sales Force Recruitment and Selection

Sales Training: Objectives, Techniques, and Evaluation

Salesperson Compensation and Incentives Comprehensive Cases for Part Two

Cost Analysis

Evaluating Salesperson Performance

Filters

Exam 5: The Strategic Role of Information in Sales Management Comprehensive Cases for Part One

New technology is sometimes resisted by employees.

The concept of a customer's lifetime value is important to companies because:

Which of the following are goals of CRM?

Technology:

Market planning is only effective if:

Lisa is the branch manager of a sewage cleaning company. Recently, Lisa has encountered some issues with sewage cleaning techniques and would like to ask her employees, who are scattered throughout the Southwest, advice on how to handle the problem. Lisa should utilize which kind of technology?

A company should never fire a customer.

Which of the following is part of the definition of the technology acceptance model?

Hunter senses a disconnect between the firm's culture and their market-oriented policies. Hunter's firm needs:

A customer-centric culture includes:

All of the following are objectives of CRM EXCEPT:

Name the four stages of the CRM Process Cycle.

CRM has the following effects on a company:

Access to databases by the sales force can create problems concerning:

The lifetime value of a customer is the sum of the estimated stream of future profits.

CRM data warehouses can sometimes cause problems with employee ethics.

Acquisition of the right customers, based on known or learned characteristics which drive growth and increase margins is known as:

Kendall is a fashion director at a magazine company. Lately, Kendall has noticed that customers are not buying as many clothes featured in ads as they have previously. Kendall needs to figure out a way to get reader feedback. Kendall may want to utilize:

Which of the following is NOT associated with knowledge discovery:

The present decade represents a______ in selling.

Introduction to Sales Management in the Twenty-First Century

The Process of Selling and Buying

Linking Strategies and the Sales Role in the Era of Customer Relationship Management

Organizing the Sales Effort

Salesperson Performance: Behavior, Role Perceptions, and Satisfaction

Salesperson Performance: Motivating the Sales Force

Personal Characteristics and Sales Aptitude: Criteria for Selecting Salespeople

Sales Force Recruitment and Selection

Sales Training: Objectives, Techniques, and Evaluation

Salesperson Compensation and Incentives Comprehensive Cases for Part Two

Cost Analysis

Evaluating Salesperson Performance

Filters