
Customer Relationship Management Quiz
Authored by Lynne Taylor
Business
11th Grade
Used 5+ times

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20 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is an example of a customer relationship management initiative:
Expansion of the product-development budget
New accounting software
A new bonus system for the sales staff
A “frequent-shopper” program
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
In the past, customer relationship management was used mainly as a way to
track customer information.
help employees perform more efficiently.
assist business decision making
increase customer loyalty.
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Customers tend to look at a business as a whole despite the number of ______ they experience.
purchases
touch points
complaints
feedback surveys
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
In the modern business world, a growing number of interactions between businesses and customers are taking place
in stores.
through the mail.
online.
over the phone.
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is no longer a consideration in customers' buying decisions for many products:
Quality
Price
Customer service
Store location
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
A main goal of customer experience management is creating
word-of-mouth promotion.
innovative technology.
new products.
higher employee salaries.
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
In the modern business world, a growing number of interactions between businesses and customers are taking place where?
over the Internet
through the mail
on the phone
in stores
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