CRM Trivia 5 — Questions and Answers
Question 1: What is 'social CRM'?
- Integrating social media channels into CRM to track and engage customers (Correct answer)
- A CRM designed exclusively for nonprofits
- A type of CRM sold through social media ads
- A shared CRM database for multiple companies
Correct answer: Integrating social media channels into CRM to track and engage customers
Social CRM combines traditional CRM with social media listening and engagement tools so companies can interact with customers on platforms like Twitter and LinkedIn.
Question 2: Which CRM platform is most commonly used by small businesses in the US due to its free tier and ease of use?
- HubSpot CRM (Correct answer)
- Salesforce Enterprise
- SAP CRM
- Oracle Siebel
Correct answer: HubSpot CRM
HubSpot's free CRM tier is widely adopted by small businesses because it provides core contact and pipeline management at no cost.
Question 3: In CRM software, what is a 'workflow automation'?
- A series of automated actions triggered by specific conditions or events (Correct answer)
- A manual checklist for sales representatives
- A scheduled meeting between the sales team
- A report generated at the end of a sales cycle
Correct answer: A series of automated actions triggered by specific conditions or events
Workflow automation triggers predefined actions (like sending an email or assigning a task) automatically when a contact meets specified conditions.
Question 4: What is the main advantage of a 'cloud-based CRM' over an 'on-premise CRM'?
- Accessible from anywhere with internet without local server infrastructure (Correct answer)
- Faster processing speed due to local hardware
- No subscription fees required
- Full offline functionality without internet
Correct answer: Accessible from anywhere with internet without local server infrastructure
Cloud CRM is hosted by the vendor, so teams access it from any device with internet, eliminating the need to maintain local servers.
Question 5: Which CRM feature tracks every email, call, and meeting associated with a specific contact or deal?
- Activity timeline / interaction history (Correct answer)
- Deal forecast module
- Customer health score
- Revenue attribution report
Correct answer: Activity timeline / interaction history
The activity timeline logs all communications and interactions in chronological order so any team member can see the full context of a relationship.
Question 6: What term describes the practice of selling additional or upgraded products to existing CRM-tracked customers?
- Upselling (Correct answer)
- Cold calling
- Lead nurturing
- Churn prevention
Correct answer: Upselling
Upselling involves encouraging existing customers to purchase a higher-end product or add-on, a common strategy tracked and managed in CRM systems.
Question 7: Which open-source CRM, founded in 2004, gives businesses full control over their CRM data by allowing self-hosting?
- SugarCRM (Correct answer)
- Vtiger
- Odoo
- Dolibarr
Correct answer: SugarCRM
SugarCRM was one of the first major open-source CRM platforms, allowing companies to host and customize it on their own servers.
