Practice Test Geeks(CSM) Certified Sales Manager Practice Test
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CRM Systems & Analytics Flashcards

7 cards from real CSM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

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  1. A sales manager wants to identify which sales activities (calls, emails, demos) most strongly correlate with won deals. Which CRM analysis approach should they use?

    Answer: Activity-to-outcome correlation analysis

    Activity-to-outcome correlation analysis compares which specific sales activities are most consistently present in closed-won deals.

  2. What is the primary risk of allowing reps to create duplicate contact records in a CRM?

    Answer: Fragmented data leads to poor customer experience and inaccurate reporting

    Duplicate records split interaction history across multiple records, leading to incomplete views of the customer and skewed reporting data.

  3. Which of the following best describes a 'single source of truth' in the context of CRM?

    Answer: The CRM is the authoritative system where all customer data is centralized

    A single source of truth means the CRM is the one authoritative system all teams rely on for consistent, up-to-date customer data.

  4. When should a sales manager use a CRM cohort analysis?

    Answer: To compare retention or revenue trends across groups of customers acquired in different time periods

    Cohort analysis groups customers by acquisition date to compare how different cohorts behave over time, revealing retention and revenue trends.

  5. A new sales manager inherits a CRM with years of unstructured notes in contact records. The best first step to improve data quality is to:

    Answer: Conduct a data audit to identify key gaps and inconsistencies

    A data audit identifies the scope and nature of data quality issues, providing the foundation for a structured cleanup plan.

  6. Which CRM feature enables sales managers to receive an automatic alert when a high-value deal has had no activity for 14 days?

    Answer: Workflow automation rules or alerts

    Workflow automation rules can monitor deal inactivity and trigger alerts to managers or reps when a defined condition is met.

  7. A company is evaluating CRM platforms and wants to ensure the system can grow with the business. Which factor is most important to assess?

    Answer: Scalability, API access, and integration ecosystem

    Scalability, open APIs, and a robust integration ecosystem ensure the CRM can handle growth and connect with other tools as business needs evolve.