SPC Customer Relationship Management 2

Question 1

In CRM, what is a 'touchpoint'?

Accepted Answer

Any interaction between a customer and a company across channels

Answer

A physical product demonstration

Answer

The moment a contract is signed

Answer

A technical support ticket

Question 2

Why is segmenting customers in a CRM system beneficial for sales professionals?

Accepted Answer

It allows targeted messaging and strategies for groups with similar needs or behaviors

Answer

It eliminates the need for salespeople to remember customer names

Answer

It automatically closes deals

Answer

It reduces the total number of customers in the database

Question 3

What does 'cross-selling' mean in a sales relationship context?

Accepted Answer

Offering complementary products or services to an existing customer

Answer

Selling to customers in a competitor's territory

Answer

Reducing a customer's subscription tier

Answer

Transferring an account to a different sales representative

Question 4

A customer complaint is handled quickly and to the customer's satisfaction. According to CRM principles, what is the likely outcome?

Accepted Answer

The customer's loyalty often increases beyond pre-complaint levels

Answer

The customer will never complain again

Answer

The customer will demand a permanent discount

Answer

The company's costs will rise significantly

Question 5

Which metric best indicates the health of a long-term customer relationship?

Accepted Answer

Net Promoter Score (NPS)

Answer

Number of cold calls made per week

Answer

Gross margin percentage per SKU

Answer

Number of new accounts opened this quarter

Question 6

What is a 'win-back campaign' in CRM?

Accepted Answer

A targeted effort to re-engage former customers who have lapsed or churned

Answer

A contest for the top-performing salesperson

Answer

A pricing strategy to win a competitive deal

Answer

A training program for underperforming reps