CRS Mock Test 2 MCQs

Ken, the flour supplier, came weekly to deliver his goods for FreshF&B Deli. To FreshF&B Deli, which category best describes Ken?

• Internal Customer.

• External Customer.

• None of the above.

• All of the above.

Adeline is thinking of implementing a CRM system for her chain of Wellness Spa business. From this implementation, she can achieve all the following EXCEPT

• Improve customer loyalty through campaigns.

• Grow existing and new customer base locally.

• Provide a systematic way of working between the different outlets.

• Allow HR department to contact the Sales & Marketing department for more training.

An effective CRM Strategy brings about greater profitability to an organization through

• Improved accuracy in forecasting.

• Better decision making based on data.

• Enhanced customer communications and engagements.

• All of the above.

Which

order of steps is the most

appropriate to be taken in development of a CRM culture?

1- Management as role model

2- Revise policies to include CRM

3- Practice CRM throughout the organization

4- Drive CRM through regular feedback

sessions

• 1, 2, 3.

• 2, 3, 4.

• 1, 2, 3, 4.

• 1, 2, 4, 3

There are different ways to gather feedback from your customers. Which way is NOT recommended?

• Procure customer data.

• Conduct online surveys.

• Invite customers for face-to-face interviews.

• Organize regular customer focus group meetings.

The Personal Data Protection Act (PDPA) provides a baseline standard of protection for personal data in Singapore. It also benefits our business in several ways EXCEPT

• Put in place safeguards to protect data sets.

• Attract brick-and-mortar businesses to expand in Singapore.

• Send positive messages and build trust and credibility with customers.

• Provide greater clarity on the rules and liabilities for businesses hosting personal data locally.

Before migrating their business data onto Cloud Storage, Preta and Siva had planned to secure their Hard Copy files in the following methods EXCEPT

• Install 24-hour CCTV system in the records room.

• Use EFS (Encrypting File System) encryption on the files.

• Lock the hard copy files in a fireproof file cabinet with access control.

• Create a retention plan that complies with their company regulations and industry laws.

Mdm Yati was completing a lucky draw form online. In this form, it asked for her personal shopping experience in a free text box.

How would you best classified the data collected as above?

• Identity Data.

• Qualitative Data.

• Descriptive Data.

• Quantitative Data.

During a customer service training, Peter’s trainer reminded him on the tone of his voice particularly during phone call setting. Which is likely the advice provided by the trainer?

• Set positive tone, consider the context and smile.

• Consider the context, do not patronise and listen.

• Set a right tone, use “we” and “I” and practise empathy.

• Take note on the accent, stay calm and show understanding and support.

The following are techniques of active listening EXCEPT

• Keep an open mind.

• Establish eye contact.

• Be attentive to nonverbal cues.

• Re-translate facts and state assumptions.