Practice Test Geeks(CSM) Certified Sales Manager Practice Test
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Customer Relationship Management & Retention 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.

Read the first 7 Customer Relationship Management & Retention flashcards as text

  1. A sales manager wants to reduce customer churn by identifying at-risk accounts before renewal. Which CRM capability is MOST useful for this purpose?

    Answer: Predictive churn scoring using behavioral data

    Predictive churn scoring analyzes usage and engagement data to flag at-risk accounts so sales teams can intervene proactively.

  2. In the context of CRM, what does 'customer segmentation' allow a sales manager to do?

    Answer: Tailor messaging and offers to specific groups based on shared characteristics

    Segmentation groups customers by attributes such as industry, size, or behavior, enabling personalized and relevant communication.

  3. Which of the following best describes a 'land and expand' CRM strategy?

    Answer: Closing a small initial deal and growing the account through upsells and cross-sells

    Land and expand involves winning a modest initial contract, then growing account revenue by expanding usage or adding products over time.

  4. A sales manager is reviewing CRM data and finds that the top 20% of customers generate 80% of revenue. This observation reflects which principle?

    Answer: The Pareto Principle

    The Pareto Principle (80/20 rule) commonly applies in sales, where a small segment of customers drives the majority of revenue.

  5. Which action best demonstrates proactive CRM in a sales context?

    Answer: Scheduling regular check-ins to review customer goals and usage health

    Proactive CRM means anticipating customer needs and reaching out before issues arise, rather than reacting to problems.

  6. When a customer agrees to provide a public testimonial or case study, they are demonstrating which stage of the customer lifecycle?

    Answer: Advocacy

    Advocacy is the stage where satisfied customers actively promote the company, providing testimonials, referrals, and case studies.

  7. A sales manager wants to improve customer satisfaction scores after implementation. The MOST effective immediate action is:

    Answer: Conducting a structured onboarding review to address early friction points

    A structured onboarding review identifies and resolves friction early, setting the foundation for long-term satisfaction and retention.