SSC Customer Relationship Management 2 — Questions and Answers
Question 1: What is the purpose of a CRM pipeline view in sales management?
- To list all product features
- To visualize where each prospect is in the buying process (Correct answer)
- To schedule team meetings
- To record employee performance reviews
Correct answer: To visualize where each prospect is in the buying process
A pipeline view gives salespeople and managers a real-time snapshot of deal stages, helping prioritize actions and forecast revenue.
Question 2: How should a salesperson handle a customer complaint to strengthen the relationship?
- Escalate it immediately without acknowledging the issue
- Listen actively, apologize sincerely, and resolve the issue promptly (Correct answer)
- Offer a refund without investigating
- Ignore minor complaints
Correct answer: Listen actively, apologize sincerely, and resolve the issue promptly
Handling complaints professionally and quickly can turn a dissatisfied customer into a loyal advocate.
Question 3: What is 'upselling' in the context of CRM?
- Selling to a completely new market
- Encouraging an existing customer to purchase a higher-value version of what they already buy (Correct answer)
- Lowering prices to retain customers
- Offering free trials to prospects
Correct answer: Encouraging an existing customer to purchase a higher-value version of what they already buy
Upselling leverages existing relationships to increase transaction value by recommending premium options that better meet the customer's needs.
Question 4: Which behavior most damages long-term customer relationships?
- Frequent product updates
- Making promises that cannot be kept (Correct answer)
- Offering loyalty discounts
- Providing detailed invoices
Correct answer: Making promises that cannot be kept
Broken promises erode trust, which is the foundation of any strong customer relationship.
Question 5: What role does data play in modern CRM systems?
- Data is used only for billing purposes
- Data helps salespeople personalize interactions and predict customer needs (Correct answer)
- Data replaces the need for human salespeople
- Data is only relevant for marketing teams
Correct answer: Data helps salespeople personalize interactions and predict customer needs
CRM data enables salespeople to tailor their approach based on purchase history, preferences, and behavior patterns.
Question 6: A salesperson is transitioning an account to a new rep. What is the most important CRM step?
- Delete all old notes to start fresh
- Transfer complete interaction history and relationship context to the new rep (Correct answer)
- Notify the customer only after the transition
- Ask the customer to re-introduce themselves
Correct answer: Transfer complete interaction history and relationship context to the new rep
Sharing full account history ensures continuity and prevents the customer from feeling their relationship history is being ignored.
SSC Customer Relationship Management 2
What is the purpose of a CRM pipeline view in sales management?