SPC Customer Relationship Management

Question 1

What is the primary goal of Customer Relationship Management (CRM) in a sales context?

Accepted Answer

To build long-term, profitable customer relationships

Answer

To automate invoicing

Answer

To reduce headcount in customer service

Answer

To track competitor activity

Question 2

Which CRM activity best supports customer retention?

Accepted Answer

Conducting regular post-sale follow-ups

Answer

Cold calling new leads daily

Answer

Increasing product prices for loyal customers

Answer

Reducing service touchpoints to cut costs

Question 3

A sales professional identifies that a key account has not placed an order in 90 days. What is the best CRM response?

Accepted Answer

Proactively contact the customer to assess their needs and re-engage

Answer

Remove the account from the CRM

Answer

Wait for the customer to reach out

Answer

Offer a steep discount immediately without context

Question 4

What does the term 'customer lifetime value' (CLV) measure?

Accepted Answer

The total revenue expected from a customer over the entire relationship

Answer

The age of the customer's account

Answer

The number of products a customer has purchased

Answer

The cost to acquire a new customer

Question 5

Which practice best helps a sales professional personalize their approach using CRM data?

Accepted Answer

Reviewing purchase history and past interactions before each customer touchpoint

Answer

Sending the same templated email to all contacts

Answer

Ignoring previous notes to avoid bias

Answer

Only tracking new prospects in the CRM

Question 6

What is 'upselling' in the context of customer relationship management?

Accepted Answer

Persuading a customer to purchase a higher-end or upgraded version of their current product

Answer

Encouraging a customer to switch to a competitor

Answer

Offering a refund to dissatisfied customers

Answer

Removing add-ons from a customer's order