CSA Customer Relationship Management 2

Question 1

A customer returns to your store frequently but never makes a purchase. Which CRM strategy is most appropriate?

Accepted Answer

Engage the customer to identify barriers preventing purchase

Answer

Engaging repeat browsers helps uncover objections or needs, turning prospects into buyers.

Question 2

Which metric best measures the long-term value of a customer relationship?

Accepted Answer

Customer lifetime value (CLV)

Answer

Customer lifetime value projects the total revenue a business can expect from a single customer over time.

Question 3

A loyal customer mentions they found a competitor offering a lower price. What is the best CRM response?

Accepted Answer

Acknowledge their concern, highlight your unique value, and explore options

Answer

Addressing price objections by emphasizing unique value reinforces the relationship beyond just price.

Question 4

What does 'customer segmentation' mean in CRM?

Accepted Answer

Dividing customers into groups based on shared characteristics

Answer

Segmentation groups customers by traits like behavior or demographics to deliver more targeted service.

Question 5

Which behavior demonstrates proactive CRM in a retail setting?

Accepted Answer

Contacting customers after a purchase to ensure satisfaction

Answer

Proactive follow-up after purchase shows genuine care and helps catch dissatisfaction early.

(CSA) Certified Sales Associate Practice Test