CCRM Sales & Business Development Techniques 5

Question 1

A CCRM professional receives a complaint from a key client mid-contract. The FIRST action should be to:

Accepted Answer

Acknowledge the issue, apologize, and schedule a same-day or next-day call

Answer

Swift acknowledgment and a prompt call signal that the client is valued and prevent escalation; investigation and resolution follow from there.

Question 2

Which of the following describes the concept of 'social selling' in modern business development?

Accepted Answer

Using social platforms to research, connect with, and nurture prospects before formal outreach

Answer

Social selling involves leveraging platforms like LinkedIn to build credibility, share insights, and engage prospects authentically before entering a formal sales conversation.

Question 3

An ideal customer profile (ICP) in business development is BEST described as:

Accepted Answer

A detailed description of the company type most likely to buy and retain your solution

Answer

An ICP defines firmographic and behavioral characteristics of accounts that generate the most value and have the highest retention rates, guiding prospecting focus.

Question 4

When a client's stakeholder champion leaves the company, the relationship manager should IMMEDIATELY:

Accepted Answer

Map the account and schedule introductions with new and existing stakeholders

Answer

Champion departure is a top churn risk trigger; immediately mapping remaining stakeholders and building new relationships protects the account.

Question 5

Which of the following is an example of 'solution selling'?

Accepted Answer

Customizing a proposal based on the client's specific business challenges

Answer

Solution selling tailors the offering to address a client's diagnosed, specific business problem rather than presenting a one-size-fits-all product.

(CCRM) Certified Client Relationship Manager Practice Test

(CCRM) Certified Client Relationship Manager Practice Test

CCRM Sales & Business Development Techniques 5