Sales Customer Relationship 3

Question 1

A CRM system is MOST useful in managing customer relationships because it:

Accepted Answer

Centralizes customer data and interaction history for informed outreach

Answer

CRM systems give sales teams a complete view of each customer, enabling personalized and timely engagement.

Question 2

What does 'customer churn' refer to in a sales context?

Accepted Answer

The rate at which customers stop doing business with a company

Answer

Churn measures customer attrition and is a key indicator of relationship health and retention effectiveness.

Question 3

When a salesperson shares industry insights and market trends with a customer unprompted, this practice is called:

Accepted Answer

Value-added communication

Answer

Value-added communication builds credibility and positions the salesperson as a resource beyond just a vendor.

Question 4

A customer asks for a favor outside the scope of the contract. A salesperson should FIRST:

Accepted Answer

Assess whether accommodating it creates long-term relationship value

Answer

Evaluating the business impact helps the salesperson make a strategic decision that balances relationship and company interests.

Question 5

Which of the following BEST describes a 'customer advocate' in a sales organization?

Accepted Answer

A satisfied customer who actively promotes your brand to others

Answer

Customer advocates are loyal clients who generate referrals and social proof, making them valuable relationship assets.

Sales Practice Test