SSC Customer Relationship Management

Question 1

What is the primary goal of Customer Relationship Management (CRM) in a sales context?

Accepted Answer

Build long-term, profitable relationships with customers

Answer

Automate all sales tasks

Answer

Track competitor pricing

Answer

Reduce the number of sales reps needed

Question 2

Which CRM activity best helps a salesperson understand a customer's evolving needs?

Accepted Answer

Conducting regular follow-up calls and check-ins

Answer

Sending mass promotional emails

Answer

Offering discounts on every purchase

Answer

Limiting contact to avoid annoyance

Question 3

A salesperson notices a long-term client's order volume has dropped. What is the best CRM response?

Accepted Answer

Proactively contact the client to understand any concerns or changes

Answer

Wait for the client to reach out

Answer

Immediately offer a price cut

Answer

Remove the client from the active pipeline

Question 4

Which metric is most useful for evaluating the health of customer relationships in CRM?

Accepted Answer

Customer Lifetime Value (CLV)

Answer

Number of cold calls made

Answer

Number of products in the catalog

Answer

Gross margin per product

Question 5

What does 'customer segmentation' allow a salesperson to do in CRM?

Accepted Answer

Tailor communication and offers to specific customer groups

Answer

Ignore low-value accounts

Answer

Assign all customers to a single sales rep

Answer

Automate contract renewals

Question 6

Which of the following best describes a 'customer touchpoint' in CRM?

Accepted Answer

Any interaction between the customer and the company

Answer

A product demo script

Answer

A competitor analysis report

Answer

A quarterly earnings statement