CRM 1
Which stage of the sales pipeline is where a company identifies potential customers?
prospecting
Customer service is one of the eight marketing:
functions
Everything a company does should be focused on:
serving the customer
Common customer complaints can be limited or avoided with thorough customer and product __________ and by having a well-trained and well-informed staff.
Research
What is the name of Rapunzel's pet chameleon in Tangled?
pascal
During which stage of the sales pipeline does the bulk of selling occur and product demos and/or free trials are offered?
nurturing
Customer service should be a __________ from the top of the organization and throughout.
mindset
When customer service is done correctly, it has the ability to increase:
brand loyalty
customer advocacy
business revenue
Someone who often experiences a challenge or general dissatisfaction with a product or service is a:
complaining customer
What organization does Russell from Up belong to?
Wilderness Explorers
Which stage of the sales pipeline is when a company converts the potential customer into an official sale?
Closure
What is the best resource a company can use to improve its products and operations?
customer feedback
Pro-active customer service happens:
Before, during, and after the sale
Someone who feels they know more or are generally better than the average person is a:
Domineering customer
What was Mickey Mouse originally going to be named?
Mortimer Mouse
Which stage of the sales pipeline is when a company works to continue its relationship with its customers, keep and maintain repeat customers, and to reduce churn.
retention
When a company provides a prepaid shipping label to easily return an item without speaking directly to the customer, that is an example of:
Automated attention
When a business offers the opportunity to speak directly with a customer service representative, that is an example of:
personal attention
Which step completes the list?
After collecting customer complaint information, the next steps are to: • Discuss options for fixing the problem • Offer and agree on the proper fix • Act quickly to implement the fix • ______________________
Follow up with the customer to ensure they are happy.
Where does the sequel to The Rescuers take place?
Australia
The process of finding patterns and anomalies (irregularities) in data to predict outcomes is:
Data Mining
A customer relationship management (CRM) system can help:
keep track of information
send out mass messages
ensure customer satisfaction
The individualized attention provided and available to customers throughout their lifespans as customers is:
customer service
If a complaining customer is not satisfied and chooses to take their business to a competitor, the best thing a business can do to prevent similar issues in the future is to:
conduct an exit interview
Who composed the music for The Lion King?