Customer Relationship Management

Customer Relationship Management

11th Grade

15 Qs

quiz-placeholder

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Customer Relationship Management

Customer Relationship Management

Assessment

Quiz

Business

11th Grade

Practice Problem

Easy

Created by

Lynne Taylor

Used 4+ times

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15 questions

Show all answers

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

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

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

One action that an ethical business can take to help build the long-term trust and loyalty of its customers is to do what?

Maintain detailed information about customers’ transactions

Sell its customer list to third parties without permission

Send daily opt-in e-mail messages to customers

Implement a comprehensive customer privacy policy

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Kemper Corporation continually updates the firewalls on its website to protect its customers’ personal information from theft. What service does Kemper’s actions help build trust with its customers?

online security

product tampering

calculation errors

physical safety

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which statement is true about customer relationship management (CRM)?

A primary goal of CRM is to maximize the long-term value of customer relationships.

Price is the most important factor in building a long-term buyer-seller relationship.

Organizational culture has little effect on a customer’s experiences with a business.

A business has implemented a CRM program if it is providing good customer service.

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

in stores.

through the mail.

online.

over the phone.

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