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

CRM focuses on cultivating long-term, mutually beneficial relationships with customers to drive loyalty and revenue.

Question 2

Which CRM activity best supports customer retention?

Accepted Answer

Conducting regular post-sale follow-ups

Answer

Post-sale follow-ups show customers they are valued and help identify issues before they cause churn.

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

Proactive outreach for at-risk accounts allows the salesperson to identify unmet needs and prevent customer loss.

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

CLV estimates the total net profit a company can expect from a customer throughout the business relationship.

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

Reviewing CRM history before interactions enables tailored communication that resonates with each customer's specific context.

SPC - Sales Professional Certificate Practice Test