WorksheetsCRM - Revision 1
Total questions: 20
Worksheet time: 7mins
One of the purposes of Customer Relationship Management is to
improve profitability
contact customers promptly.
improve workforce productivity.
maintain all the products offered to customers.
Recent CRM trends and development includes the following EXCEPT
Data mining will gain prominence.
Social CRM will boost relationship.
Response times will be increased.
Companies will offer amazing customer experience.
Shaun is considering implementing a cloud-based CRM system for his company. One of the key requirements for a CRM role is
to focus on reducing cost.
to anticipate customer need only.
to interact personally with the customers.
to handle different customers in the same manner.
Every good CRM system must have the following modules EXCEPT
sales.
service.
analytics.
contact management.
Many companies have adopted cloud-based CRM. Which one of the following is a benefit of adopting a cloud-based CRM?
Ease of use.
Hassle installation.
Low level of security.
Decrease customer satisfaction.
Which of the following best describes the four main parts of a customer journey?
Inquiry, Comparison, Purchase, Installation.
Awareness, Comparison, Inquiry and Purchase.
Communication, Installation, Inquiry and Process.
Comparison, Implementation, Inquiry and Purchase
Which one of the following can an organisation adopt to understand their customers better?
Create a customer persona.
Create a customer experience.
Create a customer relationship.
Create an emotional connection.
Which of the following can an organisation adopt to understand their customers better?
Capture supplier feedback real-time.
Capture customer feedback real-time
Capture management feedback real-time.
Capture stakeholders’ feedback real-time
Orange segments their customers based on their addresses and what customers want. Which of the following best describes their segmentation?
Based on needs and wants.
Based on needs and behaviours.
Based on firmographics and needs.
Based on firmographics and expectations.
Willy needs to buy a pair of basketball shoes and actively research on the prices and product features of Nike and Adidas basketball shoes. Which stage of the customer journey is he in?
Inquiry.
Purchase.
Installation.
Comparison.
The ability to meet customers’ needs and resolve their problems in any way possible is known as
reliability.
resourcefulness.
customer first mindset.
professional competence.
Shu Jing works as a waitress in a high class restaurant. She laughed when a customer asked whether the restaurant served fried eggs. She replied that cheap dishes were not served in the restaurant. Shu Jing did not exhibit the service attribute of
basic respect.
positive attitude.
people orientation.
personalised reponsiveness.
The level of customer expectation in which a customer expects to be treated with friendliness, understanding, appreciation and respect is
practical expectation.
technical expectation.
delightful expectation.
emotional expectation.
Lisa stood up upon seeing a customer entering the store. She immediately greeted her with a smile and attended to her needs while nodding graciously during the conversation. Misa is using a good technique to establish a quick
deal with her customer.
rapport with her customer.
transaction with her customer.
eye contact with her customer.
Mr Mohan needs to hire sales staff to run his furniture shop. Which critical service attitude should he be looking for when hiring staff who can deliver consistent service?
Reliability.
Resourcefulness.
People orientation.
Personalised responsiveness.
As the customer was reiterating his complaints, the staff was observed to be speaking in a gentle, empathetic tone and offering him a chilled beverage of his choice while she tries to resolve his issue for him. Which one of the following ways is the staff using to prevent dissatisfaction?
Thank the customer.
Retain the customer.
Pamper the customer.
Feel like the customer.
Jolly Accessories carries out sales promotions regularly at all their outlets. They claim that their products are of the lowest prices in the market. Recently, customers have been increasing infuriated and returning to the outlets to complain that they found another company selling the similar product at an even lower price. This is an example of a
policy gap.
delivery gap.
knowledge gap.
communication gap.
A customer walked into the store to buy a wallet for her husband, in celebration of their tenth wedding anniversary. She went to share with the staff about how they met and how her husband proposed to her ten years ago. She is an example of a/an
angry customer.
talkative customer.
demanding customer.
dissatisfied customer.
As the customer was reiterating her complaints, the staff was observed to be nodding her head periodically and saying in a soft tone, “I can understand your concerns. The staff is
showing empathy.
listening for facts.
performing service recovery.
offering options or alternatives.
Mr Ranjit Singh went into Fast Danki to buy the latest HG Tablet. It was advertised on Facebook that new members can enjoy a 20% discount off the purchase of the tablet if they join their membership programme. He was then informed that discounted tablets have been fully purchased. Mr Singh was upset as the advertisement did not say that there were limited stocks available so raised his voice at the staff. Which one of the following is the likely cause of the service breakdown between Mr Singh and Fast Danki?
Faulty product.
Broken promise.
Inefficient systems.
Breach of confidentiality.
