Customer Relationship Management Multiple Choice Questions

What is the primary goal of customer relationship marketing (CRM)?

• Increase staff training

• Reduce marketing costs

• Improve employee satisfaction

• Foster customer loyalty and cultivate brand ambassadors

Which of the following is NOT a strategy to build trust?

• Keep your word

• Ignore customer feedback

• Display caring and concern

• Admit errors or lack of knowledge

What is one of the main benefits of effective Customer Relationship Management (CRM)?

• Increased costs

• Less reliance on targeted marketing

• Decreased sales due to limited customer data

• Enhanced customer loyalty due to pricing and service offerings

Which of the following refers to the statement in Table 1 above?

• Talkative

• Indecisive

• Dissatisfied / Angry

• Rude / Inconsiderate

What is a key factor in delivering successful service to difficult customers?

• Positive attitude

• Ignoring their concerns

• Lack of communication skills

• Avoiding customer interactions

Why is the relationship with internal customers important?

• Strengthens teamwork and service delivery

• Replaces external customer service

• Eliminates communication needs

• Reduces service efficiency

What is the key approach to manage emotions when working with co-workers?

• Sit on your emotions

• Display anger openly

• Ignore emotions completely

• Address emotions constructively

What is the primary goal when handling dissatisfied and angry customers?

• Resolve their issues calmly and professionally

• Escalate the situation

• Deflect responsibility

• Ignore their concerns

Service recovery refers to resolving a customer's issue after a service breakdown occurs.

• True

• False

Customer expectations include friendly and knowledgeable service providers.

• True

• False