CRM PRE-TEST

What is the primary objective of the CRM training program?

• Improve technical skills

• Enhance customer satisfaction and retention

• Increase product inventory

• Eliminate customer interaction

Which of the following is NOT part of building a professional image?

• Attire and clothing

• Personal branding

• Gossiping

• Body language

What is the role of a Customer Relationship Officer (CRO)?

• Managing warehouse inventory

• Product Planning

• Vehicle repairs

• Providing customer support and gathering feedback

Which of the following is a benefit of effective CRM implementation?

• Higher customer loyalty and satisfaction

• Increased customer complaints

• Less communication with clients

• Lower service quality

Which element is essential for effective communication?

• Loud speaking

• Interrupting

• Active listening

• Repeating information

Why is appointment setting important in a service department?

• To increase walk-ins

• To avoid customer visits

• To improve workshop efficiency

• To shorten employee hours

What should be included when scheduling a service appointment?

• Customer’s birthday

• Social media handles

• Car color

• Estimation charge and time

Which behavior is appropriate when handling customer complaints?

• Interrupt the customer to correct them

• Show empathy and listen actively

• Avoid eye contact

• Minimize their concern

Which task is shared by both CROs and telemarketers?

• Inventory audits

• Repairing vehicles

• Managing job orders

• Customer communication and engagement

A well-developed professional image leads to:

• Reduced productivity

• Enhanced customer trust and engagement

• Miscommunication

• More casual work environment