WorksheetsCustomer Relationship Management (CRM) Quiz
Total questions: 10
Worksheet time: 5mins
Name
Class
Date
1.
What does CRM primarily focus on?
a)
Recruiting sales staff
b)
Building and maintaining profitable customer relationships
c)
Reducing marketing expenses
d)
Creating product advertisements
2.
What is 'customer lifetime value' in CRM?
a)
The total number of customers a company has
b)
The value of all purchases a customer makes over their lifetime of patronage
c)
The annual revenue generated by customers
d)
The cost of acquiring a new customer
3.
Which of the following is NOT a characteristic of CRM?
a)
Customer-oriented approach
b)
Creating value for the company
c)
Using information technology
d)
Completely eliminating customer complaints
4.
What is a key objective of CRM in attracting new customers?
a)
Reducing marketing budgets
b)
Understanding target customers' needs
c)
Eliminating competition
d)
Standardizing product offerings
5.
Why is retaining existing customers considered financially important?
a)
Existing customers are always cheaper
b)
It costs more to attract new customers than to retain existing ones
c)
New customers always generate more revenue
d)
Existing customers never switch to competitors
6.
What role does information technology play in CRM?
a)
To completely automate customer interactions
b)
To record and store customer information
c)
To replace human customer service
d)
To generate random marketing strategies
7.
What is the primary purpose of a loyalty program?
a)
To increase customer acquisition costs
b)
To make it more difficult for customers to switch brands
c)
To reduce product quality
d)
To eliminate customer interactions
8.
what is typically cheaper for a business?
a)
Acquiring new customers
b)
Retaining existing customers
c)
Developing new products
d)
Expanding marketing budgets
9.
What characterizes a long-term customer relationship?
a)
Frequent financial transactions
b)
Regular interactions and emotional connection
c)
Minimal communication
d)
One-time purchases
10.
What is a key characteristic of a dedicated personal assistance relationship?
a)
Minimal customer interaction
b)
A specific representative devoted to each client
c)
Automated responses
d)
Generic customer support
100 %
