Free Printable CRM Unit 1

1.

Customer Relationship Management is a process which combines

a)

people, processes and program to learn more about customers.

b)

people, processes and technology to learn more about suppliers.

c)

people, processes and technology to learn more about suppliers.

d)

people, prospects and technology to learn more about customers.

2.

Sharon is working as a waitress in a restaurant. Mrs Adele Wong is one of her regular customers. Occasionally, she will bring her husband, Mr John Wong and her cousin Ms Rachel Lee to the restaurant for meals. Ms Cathy Tan, the Restaurant Manager always serves them personally. Sharon’s internal customer is

a)

Ms Cathy Tan.

b)

Mr John Wong.

c)

Ms Rachel Lee.

d)

Mrs Adele Wong.

3.

The purposes of Customer Relationship Management are as follows EXCEPT

a)

to expand customer base.

b)

to enhance business sales.

c)

to improve workforce productivity.

d)

to maintain all the products offered to customers.

4.

What does CRM stands for?

(a)

5.

Which are the two frameworks that CRM essentially works on?

a)

Operational and analytical.

b)

Analytical and behavioural.

c)

Analytical and customer-focused.

d)

Operational and customer-focused.

e)

all of the above

6.

Lead is the same as paid customer.

a)

True

b)

False

7.

In live chat when you enable notification so you will receive a notice when there is a live chat message.

a)

True

b)

False

8.

The key requirements for a CRM role involves all of the following EXCEPT

a)

retain all customers.

b)

handle different customers differently.

c)

anticipate customer needs and fulfil them.

d)

increase value for your customers and of your customers.

9.

The customer lifecycle management model can be broken down into several key steps:

a)

Approach -> Development -> Acquisition -> Retention.

b)

Acquisition -> Approach -> Development -> Retention.

c)

Approach -> Acquisition -> Development -> Retention.

d)

Acquisition -> Development -> Approach -> Retention.

10.

Used to find hidden patterns and relationships in stored data.

a)

database

b)

data warehouse

c)

data mining

d)

data collection

11.

The FOUR common modules of a CRM system are

a)

Marketing, Sales, Service and Finance.

b)

Marketing, Sales, Service and Analytics.

c)

Marketing, Sales, Service and Human Resource.

d)

Marketing, Sales, Human Resource and Analytics.

12.

The process of breaking large groups of customers into smaller, more homogeneous groups

a)

customer value analysis

b)

customer segmentation analysis

c)

customer profitability analysis

d)

predictive modeling

13.

A customer segment consists of customers with similar demographic, geographic and psychographic traits.

a)

True

b)

False

14.

Dissatisfied customers will share their dissatisfaction with others more than satisfied customers will share their satisfaction with others when it comes to resolving customer complaints.

a)

True

b)

False

15.

Which of the following is NOT a recent CRM trend?

a)

Relying on official documentation.

b)

Data mining will gain prominence.

c)

Social CRM will boost relationships.

d)

Companies will offer amazingcustomer experience.

16.

The marketing module enables companies to EXCEPT

a)

spot trends by connecting data from any source.

b)

solve customer problems and close cases faster.

c)

create 1-to-1 customer journeys across email, mobile, social, ads and the web.

d)

move deals faster by tracking customer information and interactions in one place.

17.

Which one of the below is NOT a benefit of cloud-based CRM?

a)

hassle-free installation.

b)

seamless access,

c)

reliable product.

d)

expensive product.

18.

In Salesforce, an opportunity is a deal in progress.

a)

Yes

b)

No

19.

A lead is a raw, unqualified prospect — a new individual or company in your system that may or may not be qualified, but one you haven’t pursued in the past.

a)

True

b)

False

20.

Businesses locate potential leads (prospects), demonstrate the value of the product or service being offered, and show the leads how they can become customers.

Based on the above statement, identify the correct customer life cycle.

a)

Approach

b)

Acquisition

c)

Development

d)

Retention

e)

Loyalty

21.

Leads that reach the end of the pipeline complete their sales and become customers. Businesses then focus on further developing that relationship, by following up with the customer and soliciting feedback.

Based on the above statement, identify the correct customer life cycle.

a)

Approach

b)

Acquisition

c)

Development

d)

Retention

e)

Loyalty

22.

The leads enter the sales pipeline. As they progress, businesses will need to be able to continue to demonstrate product value, while also addressing any concerns that may arise.

Based on the above statement, identify the correct customer life cycle.

a)

Approach

b)

Acquisition

c)

Development

d)

Retention

e)

Loyalty

23.

As customers provide information, businesses analyse the data collected so that they can then create a more personalised customer experience. This may lead to further sales, often in the form of cross-selling and up-selling.

Based on the above statement, identify the correct customer life cycle.

a)

Approach

b)

Acquisition

c)

Development

d)

Retention

e)

Loyalty

24.

The end goal of the customer lifecycle is to create brand advocates who not only continue to do business with the company but also promote the company on their own social circles.

Based on the above statement, identify the correct customer life cycle.

a)

Approach

b)

Acquisition

c)

Development

d)

Retention

e)

Loyalty

25.

There are typically two types of customers - external or internal.

a)

True

b)

False

CRM Unit 1

Total questions: 25

Worksheet time: 13mins

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