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WorksheetsCRMq
Total questions: 80
Worksheet time: 3600secs
Indirect communication channels promote sales whereas direct communication channels promote sales and improve the ___.
Telemarketing
Sales Promotion
Customer Relationship
establishing Communication
A person or company that yields a revenue more than incurred costs of selling and serving is called
A. dissatisfaction
B. superior value
C. profitable customers
D. satisfied customers
Total Customer Benefits Includes
product benefits
service benefits
image benefits
all of above
Customer Buying Behaviour in influenced by
Cultural and social Factors
Personal Factors
Both A & B
None of Above
Customers lifetime purchases that generate net present value of future profit streams is called
customer lifetime value
customer purchases value
customer cost incurred
customer relationships
Any occasion on which brand or product is encountered by end customers is called
Relationship touch point
Retailers touch point
Customer touch point
Company touch point
Advantage of CRM
Cost of the Software
Improve overall relationship with customer
Customization of the Business
All of the above
B2B stands for
Business to Government
Business to Business
All the above
A _________ is an organized collection of detailed information about individual customers or prospects that is accessible, actionable and current for marketing purposes such as lead generation and others.
Customer database
Customer mailing list
Business database
None of the above
CRM is ________
Business centric
Money centric
Profit centric
Customer centric
. _________ is the study of how individuals, groups and organizations select, buy, use and dispose of goods, services, ideas or experiences to satisfy their needs and wants.
Purchase behavior
Product cycle
Consumer behavior
None of the above
CRM technology can help in
Designing direct marketing efforts
Developing new pricing models
Processing transactions faster
All of the above
This is a central point in an enterprise from which all customer contacts are managed.
Contact center
Help system
Multichannel marketing
Call center
Help desk
This is the practice of dividing a customer base into groups of individuals that are similar in specific ways relevant to marketing, such as age, gender, interests, spending habits, and so on.
Customer managed relationship
Customer life cycle
Customer segmentation
Change management
CRM process begins ________
After sales
After sales and before sales
After purchase
Before sales.
What is the last stage of the consumer decision process?
Problem recognition
Post purchase behavior
Alternative evaluation
Purchase
customer managed relationship
data mining
permission marketing
one-to-one marketing
batch processing
Outbound e-mail management helps organizations handle inbound queries raised by customers.
True
False
What exactly is CRM?
A file format for capturing and sending electronic documents.
It is a software for viewing and commenting on flight options.
It is a software dedicated to manage your relationships and communication with the clients.
A tool that can help you and your team to become more organized and efficient.
Identify the main components of CRM.
Leads, Cases, Calls
Viewer, Cases, Codes
Calls, Messages, Codes
Core Component, cases.
What does a lead contain?
Reviews, Flight options.
Airports flight information, Flight requests
Flight options, Communication, Flight requests, Clients' contact information.
Market projects, Clients' contact information.
Identify the type of call where the customer tried to call an agent or a general line, but since none answered, he was redirected to another agent.
Direct
Lead Redial
General Line
Redirect
When the customer calls the general line or you directly, this type of call is:
Incoming
Outgoing
Conference call
International call
Situations where you can't connect to the customer because of technical issues. ( For ex. the number is not available), the status is called:
Cancelled
Complete
Failed
Busy
This type of leads had an issue that wasn't immediately solved while being booked.
Reject
Sold
Pending
Follow-Up
Leads where the customer booked and other departments are taking care of the booking have the status of:
Reject
Trash
Snooze
Booked
This type of call that was transferred from one agent to another department is called:
Redirect
Transfer
Lead Redial
General Line
How do you add the flight request?
In segments
Everything in one field
Using the entire airport name
It is already added.
What is Bonus Queue?
It is a place that stores leads with Snooze status.
It is a place that stores awards.
It stores database.
It is a place that stores leads with Follow-up status.
The agents can work on a new request in Sold leads.
True
False
Yes, it is available for returned customers.
It depends on the request.
When the agents manually create a lead, what fields are not mandatory?
Client IP, Marketing info, Budget, Stops, Market.
The details of the flight, (departure, destination, date, flexibility, cabin, passengers)
Airports (IATA codes).
First /Middle /Last Name, Email, Phone.
The agents search for a lead using:
Client Email
Client Phone number
Lead ID
All of the above
What information can you see on the call widget when talking to a customer?
Client's SMS/ Email
Client's name, phone number, microphone, on hold button, etc.
Client's messages
Client's flight details
What flight details should the agent insert into the CRM?
No flight details should be inserted.
Budget and flexibility.
Layovers ant timing.
Departure, Destination, flexibility, number of passengers.
The buttons on the upper bar of the lead is for:
Adding the PQs.
Changing the flight details
Sending leads to BQ, Trash, Create Duplicates, Check history of the lead status.
Updating the client's contact details.
Lead preferences section contains information about:
Budget, Number of Stops, Delayed charges, Market price.
Communication messages.
Quotes
Client information.
What does "CRM" stand for?
Client Rate Management
Customer Relationship Management
Client Relations Movement
I am not sure what CRM stands for
Why do we want to track your clients through CRM?
Give you a secure tool to store their information
Easier to coach you when we know how you're doing
Identify how many clients come back as a result of your calls
All of the above
True or False: I should use Internet Explorer to access the CRM tool
False
True
Who should I contact if I am having technical issues with the CRM tool?
Statflo directly
My AM and/or my CMR
Stephanie and CJ from GTM
All of the above
What is the benefit to the customer when using CRM?
They become aware of options they may not have known they had
Customers don't actually want to be contacted even when their term is up
They can follow up with me personally vs. someone in a call centre
Both A & C
What are some key benefits to you as the sales rep?
There are currently no benefits for me
Return business, more money, better customer experience scores
I may actually lose money by using the CRM tool
Less organization of client information
How can you positively contribute to CRM in your location?
Generating my own leads
Calling and texting my smart lists
Encouraging others to close opportunities
All of the above
A scenario where you could generate a lead is when you...
Call someone on my smart list
Respond to a text through Statflo
Don't have something in stock so you offer to call the customer back
Customer is waiting on a sale so you offer to call the customer back
Who can use a CRM?
Marketing Team
Sales Team
Customer Service Team
All of the above
You can use a CRM without using marketing automation
True
False
All businesses should use Salesforce
True
False
Which of the below is not an interpretation of CRM?
CRM as Technology
CRM as a Tactic
CRM as a Strategy
CRM as a Process
You can create custom fields in most CRMs
True
False
You can store highly sensitive customer information in a CRM
True
False
Which CRM should you recommend?
Salesforce
AgileCRM
Hubspot
Whichever best supports the client
