Deck 9: CRM, Technology, and Sales

Question 1

The acronym PDA stands for

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

Answer 1

B

Question 2

The acronym for WEP stands for

A) Wireless Executive Protocol
B) Wireless Equivalent Privacy
C) Wireless Equivalency Protocol
D) Wireless Equalization Protocol
E) None of the above

Answer 2

B

Question 3

The acronym VoIP stands for

A) Variable Internet Protocol
B) Voice Over Internet Protocol
C) Voice Intelligence Protocol
D) Voice Internet Protocol
E) None of the above

Answer 3

B

Question 4

The promise of new sales force automation tools is

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 5

Wireless networks are

A) Far more prevalent in small office applications
B) Far more prevalent in large businesses
C) Used only for mobile applications
D) More valuable to IT than Sales
E) All of the above

Question 6

Hard-wired networks are computer networks that

A) Connect users to the Internet
B) Connect users within a company
C) Connect computers and users over large areas of geography
D) Connect PDAs to CRM systems
E) All of the above

Question 7

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

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 8

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

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

Question 9

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

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

Question 10

Sales communications with headquarters is dependent upon all but one of the following factors. Which one is not a consideration?

A) The organization
B) The location of management
C) Customer routing requirements
D) SFA Technology
E) The CRM system

Question 11

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

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

Question 12

Which of the following is not a benefit of an inside sales organization?

A) Lower cost of coverage
B) More timely territory coverage
C) Better coverage of geographically disparate accounts
D) Better sales presentations
E) Less travel expense

Question 13

Which is not one of the usual responsibilities of customer 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

Question 14

From their dashboard, a sales manager can monitor all but one of the following sales characteristics. Which one?

A) The sales pipeline
B) Account contact information
C) PDA usage
D) CRM system compliance
E) Opportunities won and lost

Question 15

What is the most important reason that CRM systems fail?

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 16

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

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

Question 17

What is the key concern in wireless networks?

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

Question 18

Which of the following is not an advantage of on-demand CRM systems?

A) Free software upgrades
B) Ease of use
C) Availability anywhere you can access the internet 24/7
D) No IT involvement
E) On-line training

Question 19

Which of the following is a benefit of server-based CRM?

A) Completely customizable solution
B) Data security
C) IT department involvement
D) No upgrade requirements
E) Implementation expense

Question 20

Which of the following is not a sales dashboard analytic for managers?

A) Opportunities won and lost
B) Open cases
C) Pipeline
D) Access of various CRM areas
E) Customer service cases opened

Question 21

A pipeline forecast is most nearly

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 22

Campaign management involves all but one of the following:

A) E-mail
B) Direct mail
C) Targeted magazine advertising
D) Tracking offer performance
E) Tracking campaign expenses

Question 23

Document management is critical for which of the following?

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

Question 24

SFA tools include

A) Computers
B) PDAs
C) Digital Pens
D) Software
E) All of the above

Question 25

CRM helps us to develop an analytical framework to evaluate and segment customers based on productivity?

Question 26

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

Question 27

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

Question 28

Contact management software is the same as CRM software.

Question 29

Completing a customer profile finishes the relationship development process.

Question 30

A salesperson is the owner of their customer's contact information.

Question 31

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

Question 32

Web-based communication with the sales force works through intranet and Internet systems.

Question 33

Inside sales positions are less important than field sales positions.

Question 34

CRM systems are not important for motivating sales professionals.

Question 35

Many CRM programs fail because salespeople are resistant to change.

Question 36

Small and large organizations share the same challenges in using computer networks.

Question 37

WANs and LANs require a variety of security devices, including firewall protection,password protection, and encryption.

Question 38

Sales management is responsible to ensure participation in and performance of the CRM system.

Question 39

CRM programs allow sales teams to collaborate effectively on new businessopportunities.

Question 40

What is Sales Force Automation?

Question 41

What is the promise of new sales technology?

Question 42

What is the principal reason that so many CRM systems fail?

Question 43

What is a simple solution to increase the sales acceptance of CRM?

Question 44

What is a hard-wired network?

Question 45

What is a wireless network?

Question 46

Why are PDAs so valuable to sales people?

Question 47

What do contact management programs do?

Question 48

How have sales managers been affected by sales force automation?

Question 49

What customer data is important to collect for CRM?