SSC Customer Relationship Management 2

Question 1

What is the purpose of a CRM pipeline view in sales management?

Accepted Answer

To visualize where each prospect is in the buying process

Answer

To list all product features

Answer

To schedule team meetings

Answer

To record employee performance reviews

Question 2

How should a salesperson handle a customer complaint to strengthen the relationship?

Accepted Answer

Listen actively, apologize sincerely, and resolve the issue promptly

Answer

Escalate it immediately without acknowledging the issue

Answer

Offer a refund without investigating

Answer

Ignore minor complaints

Question 3

What is 'upselling' in the context of CRM?

Accepted Answer

Encouraging an existing customer to purchase a higher-value version of what they already buy

Answer

Selling to a completely new market

Answer

Lowering prices to retain customers

Answer

Offering free trials to prospects

Question 4

Which behavior most damages long-term customer relationships?

Accepted Answer

Making promises that cannot be kept

Answer

Frequent product updates

Answer

Offering loyalty discounts

Answer

Providing detailed invoices

Question 5

What role does data play in modern CRM systems?

Accepted Answer

Data helps salespeople personalize interactions and predict customer needs

Answer

Data is used only for billing purposes

Answer

Data replaces the need for human salespeople

Answer

Data is only relevant for marketing teams

Question 6

A salesperson is transitioning an account to a new rep. What is the most important CRM step?

Accepted Answer

Transfer complete interaction history and relationship context to the new rep

Answer

Delete all old notes to start fresh

Answer

Notify the customer only after the transition

Answer

Ask the customer to re-introduce themselves