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

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?

Accepted Answer

Listen actively, apologize sincerely, and resolve the issue promptly

Answer

Handling complaints professionally and quickly can turn a dissatisfied customer into a loyal advocate.

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

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?

Accepted Answer

Making promises that cannot be kept

Answer

Broken promises erode trust, which is the foundation of any strong customer relationship.

Question 5

What role does data play in modern CRM systems?

Accepted Answer

Data helps salespeople personalize interactions and predict customer needs

Answer

CRM data enables salespeople to tailor their approach based on purchase history, preferences, and behavior patterns.

SSC - Selling Skills Certification Practice Test