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WorksheetsBM I 3.00a EOC Review
Total questions: 62
Worksheet time: 31mins
Many people make the mistake of thinking that customer relationship management refers solely to
technology.
strategies.
processes.
people.
Which of the following is an example of a customer relationship management initiative:
A “frequent-shopper” program
New accounting software
Expansion of the product-development budget
A new bonus system for the sales staff
In the past, customer relationship management was used mainly as a way to
increase customer loyalty.
assist business decision making.
track customer information.
help employees perform more efficiently.
Customers tend to look at a business as a whole despite the number of __________ they experience.
complaints
feedback surveys
touch points
purchases
In the modern business world, a growing number of interactions between businesses and customers are taking place
over the phone.
online.
in stores.
through the mail.
Which of the following is no longer a consideration in customers’ buying decisions for many products:
Store location
Price
Quality
Customer service
Our economy has shifted from a service economy to a(n) __________ economy.
experience
entertainment
manufacturing
agricultural
A main goal of customer experience management is creating
innovative technology.
higher employee salaries.
new products.
word-of-mouth promotion.
The main difference between customer relationship management and customer experience management is that CRM focuses on
the business itself.
customers.
product development.
investors.
Having clear customer relationship management goals before putting a program into place helps businesses to avoid
having unsatisfied customers.
having to lay off employees.
purchasing irrelevant technology.
spending any money.
Which of the following types of information does a company need customer input to obtain:
Dates of store visits
Suggestions for new products
Types of products purchased
Amount of money spent
Which of the following is a common customer relationship management practice:
Developing new products
Training employees
Creating a marketing budget
Managing the sales staff
Customer relationship management can help a business to identify its
best-selling products.
most talented employees.
financial strengths and weaknesses.
most valuable customers.
Which of the following is a benefit of customer relationship management:
The opportunity to create targeted marketing campaigns
A work force that does not commit errors
A decrease in customer advocacy
The ability to double the business’s profits
Customer relationship management increases sales and profits by increasing
prices.
product quality.
customer loyalty.
competition.
A business’s organizational structure can sometimes have a negative effect on customer relationship management because
the marketing department has the most power.
CEOs don’t like dealing with customers.
customers will only deal with one department.
different departments have different methods.
What component of customer relationship management often “makes or breaks” a business’s program?
Processes
People
Technology
Strategies
When a business communicates customer-centric values and ideals to its employees on a consistent basis, it is developing its
corporate culture.
organizational structure.
technology.
trademarks.
A business improves its technology so it can better meet customer wants and needs. This results from a business activity known as
employee training.
organizational structuring.
amplified improvement.
business process management.
When a business evaluates its business processes to make them more efficient and effective, it can improve its relationships with customers. This process is called
employee training.
organizational structuring.
continuous improvement.
business process management.
CRM stands for what?
Customer Relationship Management
Custom Relation Managers
Customer Relationship Managers
Custom Relation Management
It is a strategy that companies use to manage interactions with customers and potential customers.
Customer Relation
Customer Relationship Management
Custom Relationship
Customer Relationship Managers
What are the functions of CRM?
Sales monitoring
Build prospects and customer database
Log Follow-up & Support Communications Properly
Deal updating
all of the above
Used to find hidden patterns and relationships in stored data.
database
data warehouse
data mining
data collection
The process of breaking large groups of customers into smaller, more homogeneous groups
customer value analysis
customer segmentation analysis
customer profitability analysis
predictive modeling
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.
True
False
CRM allows an organization to accomplish all of the following, except:
A) Provide better customer service
B) Make call centers more efficient
C) Complicate marketing and sales processes
D) Help sales staff close deals faster
Which question below represents an analyzing question?
A. What is the total revenue by product?
B. Why did sales not meet forecasts?
C. What is the total revenue by customer?
D. All of the above
Which question below represents a CRM reporting technology example?
A. Why did sales not meet forecasts?
B. What customers are at risk of leaving?
C. What is the total revenue by customer?
D. All of the above
The business world is shifting from customer focus to product focus.
True
False
The Internet can completely replace the phone and face-to-face communications with customers.
True
False
A customer-service mindset means that a business considers providing excellent customer
service to be
moderately important.
necessary in certain cases.
a top priority.
its only objective.
Businesses with customer-service mindsets are usually able to
achieve their goals.
reduce their expenses.
hire more employees.
satisfy their vendors.
Why should employees act as if customers are their employers?
Customers own the business.
Employees would not have jobs if there were no customers.
Customers pay employees’ bonuses.
Employees might work for the customers in the future.
To demonstrate a customer-service mindset, employees must believe that customers deserve their
unsolicited advice.
limited information.
complete attention.
personal opinions.
Customers have the right to expect employees to be
self-serving.
open-minded.
goal-oriented.
well-informed.
Emphasizing customer service can help a business to be more
innovative
competitive
objective
possessive
Which of the following is a potential benefit for a business that demonstrates a customer-service mindset:
More publicity
Increased assets
Longer season
Greater profits
Businesses whose employees demonstrate a customer-service mindset often benefit from
rapid employee turnover.
increased costs.
reduced complaints.
decreased employee morale.
Demonstrating a customer-service mindset benefits employees by supporting their
careers.
need to be recognized.
competitiveness.
efficiency at work.
What might an employee receive from a business for routinely helping customers with their problems and satisfying their needs?
A promotion
An expense account
A thank-you
A compliment
The best time to demonstrate a customer-service mindset is
in the morning.
any time.
when dealing directly with customers.
when customers first walk in.
What staff are responsible for displaying a customer-service mindset?
All staff
Those with direct customer contact
Management
Those with indirect customer contact
Employees can demonstrate their customer-service mindset by using good
marketing strategies.
promotional plans.
phone skills.
business activities.
Which of the following is an opportunity for employees to demonstrate a customer-service mindset:
When buying products
When talking to friends about their jobs
When attending the company picnic
When greeting customers in person
Because of modern shopping preferences, it has become increasingly important for businesses to demonstrate a customer-service mindset when interacting with customers
through the mail.
through newspaper advertising.
online.
at outlet stores.
What do employees often obtain by solving customers’ problems quickly and satisfactorily?
Repeat business
Individual priority
Personal service
Pleasant experience
Demonstrating a customer-service mindset primarily involves considering customers’
wages
habits
appearance
needs
Which of the following will most likely result in quality customer service:
Letting other employees know you made a mistake
Double-checking the accuracy of your work
Asking your supervisor to resolve problems
Taking initiative to do your work
One way that employees can provide efficient, quick service to customers is by being
forceful
organized
detached
aggressive
Using a pleasant tone of voice with customers is especially important when
trying to sell a new product.
the customer is in a good mood.
delivering bad news.
the employee is being observed by a supervisor.
In addition to smiling, employees can engage in appropriate nonverbal communication with customers by
shrugging their shoulders.
using clear, concise language.
using customers’ names.
making eye contact.
What can you do to project to customers that they are important to the business?
Use customer names in conversations.
Stare at customers so they know you are listening.
Speak loudly so that customers can easily hear your responses.
Request a supervisor’s assistance in resolving problems.
Which of the following is a way that employees can prepare to answer customers’ questions:
Use facial expressions to indicate interest.
Give customers a chance to express themselves fully.
Find out what they need to know to do their jobs well.
Make eye contact when talking with customers.
Why should you restate customer complaints?
To apologize for any inconvenience
To show that you fully understand the problem
To decide how the problem can be resolved
To thank customers for their business
A customer telephoned to complain that a promised shipment had not arrived and to find out what happened. You say you will check and call back. How can you show a customer-service mindset?
By helping to organize the warehouse
By following up to see if the customer is satisfied with your company’s service
By calling back as soon as possible with an answer
By talking about the problem with coworkers
What is a business policy?
a general rule or guideline for all employees to follow in making decisions about situations that occur often.
The nature and character of the business
Something that managers have to know but not communicate to employees
Something that decides the prices to set for a business's products.
Who establishes business policies
Customers
Managers/Owners
Employees
Community people
Which is a factor that influences what policies are needed?
Inflation
Industry needs
Competition
Goals of the business
Which of the following is NOT a reason to have business policies?
To force employees to make bad decisions
To keep the business running smoothly
To satisfy customers
To ensure fair treatment of customers
Which of the following is a type of policy?
marketing strategies
Employee policy
Competition policy
Industry policy
Which is NOT a reason for interpreting business policies to customers?
To decrease sales and profits
To promote goodwill
To build a clientele
To obtain feedback from customers
