Question 1

Document management is critical for which of the following?

Accepted Answer

A)  Boeing salespeople working on a contract at United Airlines 
B)  P&G sales working with Safeway 
C)  A Kraft salesperson working with Wal-Mart 
D)  A Tyson salesperson working with McDonalds 
E)  A 3M salesperson working with Office Max 
A)  Boeing salespeople working on a contract at United Airlines 
B)  P&G sales working with Safeway 
C)  A Kraft salesperson working with Wal-Mart 
D)  A Tyson salesperson working with McDonalds 
E)  A 3M salesperson working with Office Max A

Question 2

Channel partners create a problem in the collection of data for CRM systems.

Accepted Answer

A) True 
 B)False  True

Question 3

The current challenges in sales today include all but one of the following:

Accepted Answer

A)  Smaller organizations 
B)  Larger and fewer customers 
C)  Increased competition 
D)  Poor training 
E)  Scarce human and financial resources 
A)  Smaller organizations 
B)  Larger and fewer customers 
C)  Increased competition 
D)  Poor training 
E)  Scarce human and financial resources D

Question 4

What is the key concern in wireless networks?

Accepted Answer

A)  Geographic coverage 
B)  Cost of the system 
C)  Speed of the system 
D)  Ability to connect anywhere 
E)  Data security 
A)  Geographic coverage 
B)  Cost of the system 
C)  Speed of the system 
D)  Ability to connect anywhere 
E)  Data security

Question 5

What is the most important reason that CRM systems fail?

Accepted Answer

A)  Complex system design 
B)  Lack of access to the Internet 
C)  Inability of sales people to accept change 
D)  Lack of training 
E)  Lack of management support 
A)  Complex system design 
B)  Lack of access to the Internet 
C)  Inability of sales people to accept change 
D)  Lack of training 
E)  Lack of management support

Question 6

A pipeline forecast is most nearly

Accepted Answer

A)  The actual cases forecast 
B)  A manager's reevaluation of a saleperson's forecast 
C)  The best estimate of a salesperson with respect to volume and timing 
D)  The production forecast 
E)  The commitment of volume to senior management 
A)  The actual cases forecast 
B)  A manager's reevaluation of a saleperson's forecast 
C)  The best estimate of a salesperson with respect to volume and timing 
D)  The production forecast 
E)  The commitment of volume to senior management

Question 7

A successful sale is the result of the hard work of an industrious sales representative.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is a benefit of an intranet site?

Accepted Answer

A)  Customer promotions 
B)  Project status reports 
C)  Advertising 
D)  Customer chat room 
E)  Customer service communication 
A)  Customer promotions 
B)  Project status reports 
C)  Advertising 
D)  Customer chat room 
E)  Customer service communication

Question 9

The acronym PDA stands for

Accepted Answer

A)  Personal Digital Automation 
B)  Personal Data Assistant 
C)  Professional Data Automation 
D)  Professional Digital Assistant 
E)  None of the above 
A)  Personal Digital Automation 
B)  Personal Data Assistant 
C)  Professional Data Automation 
D)  Professional Digital Assistant 
E)  None of the above

Question 10

What do contact management programs do?

Accepted Answer

Contact management programs control inte

Question 11

The mentality of SFA provides us the means to communicate quickly and accurately.

Accepted Answer

A) True 
 B)False

Question 12

What is a wireless network?

Accepted Answer

A wireless computer network utilizes rad

Question 13

The promise of new sales force automation tools is

Accepted Answer

A)  Better customer communication 
B)  Improved levels of customer service 
C)  Improved visibility for customer problems 
D)  Better handling of their sales responsibilities 
E)  All of the above 
A)  Better customer communication 
B)  Improved levels of customer service 
C)  Improved visibility for customer problems 
D)  Better handling of their sales responsibilities 
E)  All of the above

Question 14

Which of the following is not an important CRM system provider?

Accepted Answer

A)  Oracle 
B)  Siebel 
C)  Goldmine 
D)  Salesforce.com 
E)  SAP 
A)  Oracle 
B)  Siebel 
C)  Goldmine 
D)  Salesforce.com 
E)  SAP

Question 15

Sales representatives require computers. Which of the following answers is not a reason for a salesperson to have a computer?

Accepted Answer

A)  Sending a quote to a customer 
B)  Using the company intranet 
C)  Using the Internet 
D)  Inputting data to a CRM system 
E)  These are all appropriate answers. 
A)  Sending a quote to a customer 
B)  Using the company intranet 
C)  Using the Internet 
D)  Inputting data to a CRM system 
E)  These are all appropriate answers.

Question 16

Many CRM programs fail because salespeople are resistant to change.

Accepted Answer

A) True 
 B)False

Question 17

What is Sales Force Automation?

Accepted Answer

SFA is the automation of the p

Question 18

How have sales managers been affected by sales force automation?

Accepted Answer

Sales managers are very dependent upon S

Question 19

With respect to sales, which entity within an organization is responsible for CRM usage?

Accepted Answer

A)  IT 
B)  Senior management 
C)  Sales management 
D)  Marketing management 
E)  Customer service management 
A)  IT 
B)  Senior management 
C)  Sales management 
D)  Marketing management 
E)  Customer service management

Question 20

Which is not one of the usual responsibilities of customer service?

Accepted Answer

A)  Confirming accuracy of orders 
B)  Arranging for manufacturing, warehousing, and shipping requirements 
C)  Concluding pricing 
D)  Canvassing for new business 
E)  Providing for customer credit service 
A)  Confirming accuracy of orders 
B)  Arranging for manufacturing, warehousing, and shipping requirements 
C)  Concluding pricing 
D)  Canvassing for new business 
E)  Providing for customer credit service

Document management is critical for which of the following?

Channel partners create a problem in the collection of data for CRM systems.

The current challenges in sales today include all but one of the following:

What is the key concern in wireless networks?

What is the most important reason that CRM systems fail?

A pipeline forecast is most nearly

A successful sale is the result of the hard work of an industrious sales representative.

Which of the following is a benefit of an intranet site?

The acronym PDA stands for

What do contact management programs do?

The mentality of SFA provides us the means to communicate quickly and accurately.

What is a wireless network?

The promise of new sales force automation tools is

Which of the following is not an important CRM system provider?

Sales representatives require computers. Which of the following answers is not a reason for a salesperson to have a computer?

Many CRM programs fail because salespeople are resistant to change.

What is Sales Force Automation?

How have sales managers been affected by sales force automation?

With respect to sales, which entity within an organization is responsible for CRM usage?

Which is not one of the usual responsibilities of customer service?

Principles of CRM

History and Development of CRM

Relationship Marketing and Customer Relationship Management

Organization and CRM

CRM and Data Management

Technology and Data Platforms

Database and Customer Data Development

Sales Strategy and CRM

Marketing Strategy and CRM

CRM, Marketing Automation, and Communication

CRM Program Measurement and Tools

Privacy and Ethics Considerations

The Future of CRM

Filters

Exam 9: CRM, Technology, and Sales

Document management is critical for which of the following?

Channel partners create a problem in the collection of data for CRM systems.

The current challenges in sales today include all but one of the following:

What is the key concern in wireless networks?

What is the most important reason that CRM systems fail?

A pipeline forecast is most nearly

A successful sale is the result of the hard work of an industrious sales representative.

Which of the following is a benefit of an intranet site?

The acronym PDA stands for

What do contact management programs do?

The mentality of SFA provides us the means to communicate quickly and accurately.

What is a wireless network?

The promise of new sales force automation tools is

Which of the following is not an important CRM system provider?

Sales representatives require computers. Which of the following answers is not a reason for a salesperson to have a computer?

Many CRM programs fail because salespeople are resistant to change.

What is Sales Force Automation?

How have sales managers been affected by sales force automation?

With respect to sales, which entity within an organization is responsible for CRM usage?

Which is not one of the usual responsibilities of customer service?

Principles of CRM

History and Development of CRM

Relationship Marketing and Customer Relationship Management

Organization and CRM

CRM and Data Management

Technology and Data Platforms

Database and Customer Data Development

Sales Strategy and CRM

Marketing Strategy and CRM

CRM, Marketing Automation, and Communication

CRM Program Measurement and Tools

Privacy and Ethics Considerations

The Future of CRM

Filters