Question 1

___________ is something that can be maximized via the CRM Process Cycle.

Accepted Answer

A)  Customer relationships 
B)  Return on customer investment 
C)  Customer data 
D)  None of the above 
A)  Customer relationships 
B)  Return on customer investment 
C)  Customer data 
D)  None of the above

Question 2

Which of the following are reasons for employees to resist CRM technology:

Accepted Answer

A)  Generational gap 
B)  Lack of training 
C)  Desire to keep things status quo 
D)  All of the above 
A)  Generational gap 
B)  Lack of training 
C)  Desire to keep things status quo 
D)  All of the above

Question 3

What are the main goals of CRM?

Accepted Answer

The main goals of CR

Question 4

Aligning the structure, processes, tools, managerial knowledge, and managerial commitment with the company's culture is called:

Accepted Answer

A)  Employee alignment 
B)  Cultural orientation 
C)  Formalization 
D)  Integrated corporate philosophy 
A)  Employee alignment 
B)  Cultural orientation 
C)  Formalization 
D)  Integrated corporate philosophy

Question 5

Answers to key CRM questions guide all of the following except:

Accepted Answer

A)  The evolution of a company's relationship with customers 
B)  Creation of a companywide management game plan 
C)  The selection of solutions with the most appropriate combination and application of supporting technology 
D)  All of the above 
A)  The evolution of a company's relationship with customers 
B)  Creation of a companywide management game plan 
C)  The selection of solutions with the most appropriate combination and application of supporting technology 
D)  All of the above

Question 6

A long standing customer has decided that the monetary value they pay for a good or service is no longer worth it; they are not benefitting any longer by buying the product. Thus, the_____ has diminished.

Accepted Answer

A)  Customer value 
B)  Customer benefits 
C)  Customer tangibility 
D)  Customer loyalty 
A)  Customer value 
B)  Customer benefits 
C)  Customer tangibility 
D)  Customer loyalty

Question 7

The making, usage, and knowledge of tools, techniques, crafts, systems, or methods of organization to solve a problem or serve some purpose is:

Accepted Answer

A)  Intangibility 
B)  Technology is only accepted by the salesperson if they like it 
C)  CRM 
D)  Space variance 
A)  Intangibility 
B)  Technology is only accepted by the salesperson if they like it 
C)  CRM 
D)  Space variance

Question 8

Time management tools allow salespeople to do all of the following EXCEPT:

Accepted Answer

A)  Track customer schedules 
B)  Make ""to-do"" lists 
C)  Create more efficiency in time usage throughout the day 
D)  Track appointments and daily schedules 
A)  Track customer schedules 
B)  Make ""to-do"" lists 
C)  Create more efficiency in time usage throughout the day 
D)  Track appointments and daily schedules

Question 9

Which of the following is an advantage CRM has over traditional mass marketing:

Accepted Answer

A)  Makes it easier to target specific customers by focusing on their needs 
B)  Creates a better way in which to fire the customer 
C)  Allows the customer to be tracked 
D)  All of the above 
A)  Makes it easier to target specific customers by focusing on their needs 
B)  Creates a better way in which to fire the customer 
C)  Allows the customer to be tracked 
D)  All of the above

Question 10

Explain the definition of technology, and give an example of a piece of technology.

Accepted Answer

Technology is the making, usage and know

Question 11

To a customer, _____ is a touchpoint that links them to the company.

Accepted Answer

A)  Facebook 
B)  Social media 
C)  Website feedback 
D)  All of the above 
A)  Facebook 
B)  Social media 
C)  Website feedback 
D)  All of the above

Question 12

Serena's company has CRM, but can't seem to keep customers coming back. Serena's company is likely missing which aspect of CRM?

Accepted Answer

A)  Product quality 
B)  Customer acquisition 
C)  Customer profitability 
D)  Customer retention 
A)  Product quality 
B)  Customer acquisition 
C)  Customer profitability 
D)  Customer retention

Question 13

_____focuses on developing relationships with customers.

Accepted Answer

A)  Mass marketing 
B)  Target marketing 
C)  One-on-one marketing 
D)  Customer marketing 
A)  Mass marketing 
B)  Target marketing 
C)  One-on-one marketing 
D)  Customer marketing

Question 14

Doug is a new salesperson for an IT company. He noticed recently that his boss seems to be short a few salespeople. Doug could use utilize which piece of technology to help his boss:

Accepted Answer

A)  Social media sites 
B)  Time management tools 
C)  Recruiting sites 
D)  Communication tools 
A)  Social media sites 
B)  Time management tools 
C)  Recruiting sites 
D)  Communication tools

Question 15

How can a salesperson increase customer value?

Accepted Answer

The value of the customer offering can b

Question 16

When benefits realized by a customer are less than the cost of the relationship with the seller, the customer value is high.

Accepted Answer

A) True 
 B)False

Question 17

A firm must be market oriented in order to be profitable.

Accepted Answer

A) True 
 B)False

Question 18

Sometimes the use of old technology in sales is more effective than new technology.

Accepted Answer

A) True 
 B)False

Question 19

A data warehouse:

Accepted Answer

A)  Aids in knowledge discovery 
B)  Can include point of sale systems 
C)  Neither 
D)  Both A and B 
A)  Aids in knowledge discovery 
B)  Can include point of sale systems 
C)  Neither 
D)  Both A and B

Question 20

Jenna's customers have recently been complaining about the products she has sold them, but she is unsure exactly why. Jenna wants to gather data in order to hone in on the customer needs. This is an example of:

Accepted Answer

A)  Marketing orientation 
B)  The marketing mix 
C)  Customer relationship management 
D)  Data mining 
A)  Marketing orientation 
B)  The marketing mix 
C)  Customer relationship management 
D)  Data mining

___________ is something that can be maximized via the CRM Process Cycle.

Which of the following are reasons for employees to resist CRM technology:

What are the main goals of CRM?

Aligning the structure, processes, tools, managerial knowledge, and managerial commitment with the company's culture is called:

Answers to key CRM questions guide all of the following except:

A long standing customer has decided that the monetary value they pay for a good or service is no longer worth it; they are not benefitting any longer by buying the product. Thus, the_____ has diminished.

The making, usage, and knowledge of tools, techniques, crafts, systems, or methods of organization to solve a problem or serve some purpose is:

Time management tools allow salespeople to do all of the following EXCEPT:

Which of the following is an advantage CRM has over traditional mass marketing:

Explain the definition of technology, and give an example of a piece of technology.

To a customer, _____ is a touchpoint that links them to the company.

Serena's company has CRM, but can't seem to keep customers coming back. Serena's company is likely missing which aspect of CRM?

_____focuses on developing relationships with customers.

Doug is a new salesperson for an IT company. He noticed recently that his boss seems to be short a few salespeople. Doug could use utilize which piece of technology to help his boss:

How can a salesperson increase customer value?

When benefits realized by a customer are less than the cost of the relationship with the seller, the customer value is high.

A firm must be market oriented in order to be profitable.

Sometimes the use of old technology in sales is more effective than new technology.

A data warehouse:

Jenna's customers have recently been complaining about the products she has sold them, but she is unsure exactly why. Jenna wants to gather data in order to hone in on the customer needs. This is an example of:

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

___________ is something that can be maximized via the CRM Process Cycle.

Which of the following are reasons for employees to resist CRM technology:

What are the main goals of CRM?

Aligning the structure, processes, tools, managerial knowledge, and managerial commitment with the company's culture is called:

Answers to key CRM questions guide all of the following except:

A long standing customer has decided that the monetary value they pay for a good or service is no longer worth it; they are not benefitting any longer by buying the product. Thus, the_____ has diminished.

The making, usage, and knowledge of tools, techniques, crafts, systems, or methods of organization to solve a problem or serve some purpose is:

Time management tools allow salespeople to do all of the following EXCEPT:

Which of the following is an advantage CRM has over traditional mass marketing:

Explain the definition of technology, and give an example of a piece of technology.

To a customer, _____ is a touchpoint that links them to the company.

Serena's company has CRM, but can't seem to keep customers coming back. Serena's company is likely missing which aspect of CRM?

_____focuses on developing relationships with customers.

Doug is a new salesperson for an IT company. He noticed recently that his boss seems to be short a few salespeople. Doug could use utilize which piece of technology to help his boss:

How can a salesperson increase customer value?

When benefits realized by a customer are less than the cost of the relationship with the seller, the customer value is high.

A firm must be market oriented in order to be profitable.

Sometimes the use of old technology in sales is more effective than new technology.

A data warehouse:

Jenna's customers have recently been complaining about the products she has sold them, but she is unsure exactly why. Jenna wants to gather data in order to hone in on the customer needs. This is an example of:

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