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

CRM focuses on cultivating lasting relationships that drive repeat business and customer loyalty.

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

Regular follow-up calls allow salespeople to stay current with changing customer priorities and deepen trust.

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

Proactive outreach shows the client they are valued and allows the salesperson to address issues before losing the account.

Question 4

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

Accepted Answer

Customer Lifetime Value (CLV)

Answer

CLV measures the total revenue a business can expect from a single customer account over time, reflecting relationship quality.

Question 5

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

Accepted Answer

Tailor communication and offers to specific customer groups

Answer

Segmentation enables personalized outreach that resonates with each group's unique needs and purchasing behavior.

SSC - Selling Skills Certification Practice Test