Which of the statements regarding MAR2020 is/are correct?

• The customer moves to the center of the sales and service offering.

• 
  

  MAR2020 allows us to focus better on the individual needs of customers.

• 
  

  Each customer visit to a dealership becomes a unique experience.

• 
  

  The longer waiting times arising due to the time-consuming MAR2020 processes will be compensated for by attractive seating and good coffee.

Which of the points is/are part of professional conversation management during a requirements and needs analysis?

• 
  

  Forming an opinion quickly on the basis of little information.

• Summarizing the information obtained for the customer.

• As a salesperson, dominate the conversation as much as possible.

• 
  

  Actively listening.

Which of the job profiles supplement(s) the sales team in Mercedes-Benz Sales?

• 
  

  Star Assistant

• 
  

  Customer Contact Consultant

• 
  

  Star Account Manager

• Product Expert

For which group(s) of people does the sales funnel provide information?

• Sales management

• 
  

  Marketing department

• 
  

  Salesperson

• 
  

  Scheduling

Which EV services are offered by the Mercedes me App?

• 
  

  Pre-entry climate control

• 
  

  Planning the charging process (charging options)

• Finding a charging station

• 
  

  Determining the optimum route with charging stops (navigation with Electric Intelligence)

What is influenced by the MAR2020 initiative in retail?

• 
  

  Customer contact processes

• 
  

  Color palette of the vehicle paint (cars)

• 
  

  Architecture

• 
  

  Media/IT

Which of the statements about the sales process is/are correct?

• 
  

  The sales process ends with vehicle delivery.

• 
  

  The test drive can be accompanied by the salesperson.

• The sales process begins with generating promising leads.

• The offer presentation should be carried out by the Product Expert.

Which of the specified contact points with Mercedes-Benz is/are examples within the context of the Customer Journey?

• 
  

  Visiting a dealer on an "open house day."

• Advice about accessories from the P&A salesperson.

• 
  

  Talking with friends about the Mercedes-Benz brand.

• Reading an article about Mercedes-Benz in a business magazine.

Which of the statements about the sales funnel is/are correct?

• The sales funnel provides information about potential during the sales process.

• 
  

  Key figures are required for a quantitative representation of the sales process.

• A survey of lost customers is necessary for an evaluation.

• The sales funnel shows the sales process in 10 stages.

Which of the following statements about customer satisfaction is/are correct?

• 
  

  Customer satisfaction is the personal verdict reached by the customer.

• 
  

  Customer satisfaction is the result of drawing a comparison between expectations and what is actually perceived.

• 
  

  Product quality is easily the most important criterion for customer satisfaction.

• 
  

  With demanding customers, a high degree of satisfaction cannot be achieved.