SSC Customer Relationship Management 3

Question 1

What is 'cross-selling' and how does it benefit customer relationships?

Accepted Answer

Recommending complementary products to existing customers, increasing value for both parties

Answer

Cross-selling deepens customer relationships by solving more of their needs while increasing revenue per account.

Question 2

Which approach best supports customer retention in a competitive market?

Accepted Answer

Providing consistent value through proactive service and personalized engagement

Answer

Retention is driven by ongoing value delivery and personalized attention that makes customers feel understood and appreciated.

Question 3

What does 'Net Promoter Score (NPS)' measure in customer relationship management?

Accepted Answer

The likelihood that customers will recommend your company to others

Answer

NPS is a key CRM metric that gauges overall customer satisfaction and loyalty through a single recommendation question.

Question 4

A salesperson discovers a customer has been using a competitor's product for a secondary need. What is the best CRM action?

Accepted Answer

Schedule a meeting to present your solution for that need

Answer

Identifying unmet needs and presenting relevant solutions is a core CRM activity that expands share of wallet.

Question 5

How does a salesperson build 'emotional equity' with a customer?

Accepted Answer

By consistently showing genuine interest, empathy, and reliability over time

Answer

Emotional equity is built through authentic human connection and consistent follow-through that customers associate with positive feelings toward your brand.

SSC - Selling Skills Certification Practice Test

SSC - Selling Skills Certification Practice Test

SSC Customer Relationship Management 3