MULTIPLE CHOICE
During a sales presentation, a prospect says, “Your product is too expensive compared with your competitor.” The salesperson explains the product's additional benefits and demonstrates how those benefits address the customer's needs. Which stage of the selling process is being demonstrated?
A. Qualifying the Prospect
B. Presenting the Sales Message
C. Handling Objections
D. Closing the Sale
C. Handling Objections
Sales automation can improve the efficiency of the accounting team by automating sales-related tasks.
sales team
This is a technology-based system that centralizes customer information and helps organizations manage interactions throughout the customer relationship.
Customer Relationship Management (CRM)
Four (4) key features of Customer Relationship Management (CRM).
MARKETING AUTOMATION
CUSTOMER SUPPORT
CONTACT MANAGEMENT
SALES MANAGEMENT
What is Customer Relationship Management (CRM)?
This is a system that allows a company to organize customer information, track interactions, understand customer behavior, and maintain relationships from the first contact through loyalty.
A company uses software to automatically send a series of promotional emails to potential customers who downloaded its product brochure. The salesperson becomes involved only when the customer shows strong buying interest. What technology is primarily responsible for the automated nurturing?
A. Sales Force Automation
B. Customer Support System
C. Marketing Automation
D. E-Commerce
C. Marketing Automation
CRM systems are used to organize and manage information about competitors.
customers
A sales employee discovers that a product has a problem. Instead of hiding the issue, the employee informs the customer honestly and takes responsibility for correcting the mistake.
Accountability
Five (5) ethical codes and practices in sales management.
HONESTY AND TRANSPARENCY
FAIR DEALING
RESPECT FOR CUSTOMER PRIVACY
ACCOUNTABILITY
COMPLIANCE WITH LAWS
Departments sharing customer information is an example of ___________CRM.
COLLABORATIVE
Which situation BEST demonstrates the difference between CRM and SFA?
A. CRM stores customer information, while SFA focuses on automating salesperson-related activities.
B. CRM is used only for advertising, while SFA is used only for customer complaints.
C. CRM finds prospects, while SFA divides the market into segments.
D. CRM replaces salespeople, while SFA replaces customers.
A. CRM stores customer information, while SFA focuses on automating salesperson-related activities.
Honesty and transparency means treating all customers equally, without bias or discrimination, ensuring fairness and justice in every sales transaction.
Fair Dealing
A company keeps all customer names, contact numbers, purchase histories, and communication records in one system that can be accessed by authorized employees.
Contact Management
FIVE (5) importance and benefits of CRM in sales.
CENTRALIZED DATABASE
PERSONALIZED EXPERIENCE
STRONGER SALES PERFORMANCE
IMPROVED DECISION-MAKING
COMPETITIVE ADVANTAGE
The total revenue a business expects from a customer over time is called customer _________.
VALUE
A salesperson checks the CRM dashboard and sees that a potential customer has already been contacted, has expressed interest, and is currently negotiating the price. Which CRM information is MOST relevant to determining the customer's current position in the sales process?
A. Conversion Status
B. Customer Complaint
C. Social Media Reach
D. Market Segmentation
A. Conversion Status
Ethics refers to the moral principles and standards of conduct that guide salespeople and managers in dealing with customers, co-workers, and the organization.
Ethics in Sales Management
This refers to a CRM system that helps a salesperson monitor potential buyers, follow up with interested customers, and record which prospects eventually purchase.
Sales Management
Six (6) technology-driven trends in sales management.
SALES FORCE AUTOMATION (SFA)
ARTIFICIAL INTELLIGENCE (AI)
SOCIAL SELLING AND DIGITAL PLATFORMS
E-COMMERCE
MOBILE SALES
CLOUD-BASED COLLABORATION TOOLS
CRM helps improve customer ___________ by giving quality products and faster services.
SATISFACTION
A salesperson uses a CRM system to identify customers who purchased a product once but have not returned for several months. The salesperson then sends them personalized offers. Which combination BEST describes what is happening?
A. Prospecting and social selling
B. Customer retention and CRM-based personalization
C. Qualifying and closing
D. Marketing automation and prospecting
B. Customer retention and CRM-based personalization
Sales management ensures that sales targets are met through structured monitoring and performance analysis.
Stronger sales performance
A sales manager uses customer reports and analytics before deciding which product should be promoted to a particular market.
Improved Decision-Making
Six (6) common ethical issues in selling.
MISREPRESENTATION OF PRODUCTS OR SERVICES
HIGH-PRESSURE SELLING TACTICS
BRIBERY AND KICKBACKS
DISCRIMINATION AND UNFAIR TREATMENT
PRIVACY VIOLATIONS
CONFLICT OF INTEREST