CSA Customer Relationship Management 3

Question 1

Which scenario best illustrates a transactional relationship rather than a relational one?

Accepted Answer

A cashier completes a sale with no conversation or follow-up

Answer

A transactional relationship focuses solely on the exchange with no effort to build a deeper connection.

Question 2

How does effective complaint handling contribute to CRM?

Accepted Answer

It can convert dissatisfied customers into loyal advocates

Answer

Research shows that customers whose complaints are resolved effectively often become more loyal than those who never complained.

Question 3

What is 'customer churn' in the context of CRM?

Accepted Answer

The rate at which customers stop doing business with a company

Answer

Churn rate measures how many customers are lost over a given period, a key indicator of relationship health.

Question 4

A customer frequently buys running shoes. According to CRM best practices, what is the best follow-up action?

Accepted Answer

Notify them when new running shoe models or related accessories arrive

Answer

Personalized communication based on known preferences increases relevance and the likelihood of repeat purchase.

Question 5

Which of the following is a key feature of a CRM database?

Accepted Answer

Tracks customer interactions, preferences, and purchase history

Answer

A CRM database centralizes customer information to help businesses manage and improve relationships.

(CSA) Certified Sales Associate Practice Test