Sales CRM Management 2 — Questions and Answers
Question 1: What does CRM data segmentation allow a sales team to do?
- Send the same message to all contacts
- Target specific groups with tailored outreach (Correct answer)
- Reduce the number of contacts in the database
- Automatically close deals without rep involvement
Correct answer: Target specific groups with tailored outreach
Segmentation divides contacts into groups by shared attributes so reps can deliver more relevant, personalized outreach.
Question 2: A CRM pipeline stage called 'Proposal Sent' indicates that a deal is in which phase?
- Discovery
- Qualification
- Closing (Correct answer)
- Post-sale
Correct answer: Closing
'Proposal Sent' typically falls in the closing phase, where the rep has presented terms and is awaiting the prospect's decision.
Question 3: Which CRM metric measures the percentage of leads that become paying customers?
- Average deal size
- Lead conversion rate (Correct answer)
- Customer lifetime value
- Churn rate
Correct answer: Lead conversion rate
Lead conversion rate tracks how many leads ultimately convert into closed-won customers.
Question 4: When a sales rep logs a call note in the CRM immediately after a conversation, this practice is best described as:
- Data mining
- Real-time activity logging (Correct answer)
- Pipeline forecasting
- Lead scoring
Correct answer: Real-time activity logging
Real-time activity logging ensures accurate, timely records of customer interactions while details are fresh.
Question 5: A CRM 'round-robin' lead assignment rule is used to:
- Assign all leads to the most experienced rep
- Distribute leads equally among available reps (Correct answer)
- Prioritize leads by deal size
- Route leads based on geographic territory
Correct answer: Distribute leads equally among available reps
Round-robin assignment cycles leads evenly through reps to ensure fair workload distribution.
Question 6: What is the primary risk of having duplicate contact records in a CRM?
- Slower page load times
- Reps contacting the same prospect multiple times unknowingly (Correct answer)
- Higher subscription costs
- Reduced email open rates
Correct answer: Reps contacting the same prospect multiple times unknowingly
Duplicates cause reps to reach out to the same person more than once, damaging the prospect's experience and the company's credibility.
Question 7: In CRM terminology, an 'opportunity' typically represents:
- A marketing campaign
- A qualified deal in progress (Correct answer)
- A closed-won account
- An unsubscribed contact
Correct answer: A qualified deal in progress
An opportunity is a qualified prospect with a realistic chance of becoming a customer, tracked through pipeline stages.
Sales CRM Management 2
What does CRM data segmentation allow a sales team to do?