Customer data & CRM
What does CRM stand for?
A) Customer Relationship Management
B) Customer Reporting Mechanism
C) Client Resource Management
A) Customer Relationship Management
True or False: Information must be objective, upgradeable, and verifiable to be considered reliable.
True
The macroenvironment is controlled or uncontrolled by a company?
A) Controlled
B) Uncontrolled
B) Uncontrolled
What type of sale involves direct personal contact?
A) Internet sale
B) Direct sale
C) Indirect sale
B) Direct sale
Which distribution system involves sales going directly from the manufacturer to the buyer?
A) Direct sales
B) Wholesalers
C) Distributors
A) Direct sales
A customer database might include which of the following?
A) Buying behavior
B) Product stock records
C) Supplier information
A) Buying behavior
What is an internal source of information?
A) INE Reports
B) Sales records
C) Supplier reports
B Sales records
Porter’s Five Forces analyzes:
A) Global trade markets
B) Competitive forces shaping an industry
C) Environmental regulations
B) Competitive forces shaping an industry
Which of these is an example of outbound sales?
A) Cold-calling potential customers
B) Customers coming to your website
C) Email responses
A) Cold-calling potential customers
Distributors and brokers receive a percentage of total sales. This percentage is known as:
A) Margin
B) Fee
C) Commission
C) Commission
Firmographics refer to:
A) Personal demographics
B) Characteristics of organizations
C) Data on employee satisfaction
B) Characteristics of organizations
Which of the following is an external information source?
A) Financial statements
B) Staff feedback
C) Chamber of commerce studies
C) Chamber of commerce studies
What does PESTEL stand for?
A) Political, Economic, Social, Technology, Environmental, Legal
B) Product, Environment, Sales, Technology, Ethical, Labor
A) Political, Economic, Social, Technology, Environmental, Legal
The difference between inbound and outbound sales is:
A) The time of the sale
B) Who initiates the sale
C) The location of the sale
B) Who initiates the sale
In a wholesaler distribution system, who buys the products?
A) The customer
B) The middleman
C) The manufacturer
B) The middleman
What is one method of collecting customer data?
A) Tracking customer behavior
B) Reading internal reports
C) Outsourcing sales
A) Tracking customer behavior
Identify the feature that makes a source of information trustworthy.
A) Independent
B) Biased
C) Hidden
A Independent
Which of these is a microenvironment factor?
A) Social trends
B) Customers
C) Government regulations
B) Customers
Which sale involves social selling?
A) Internet sale
B) Direct sale
C) Retail sale
A) Internet sale
What is the primary advantage of direct sales?
A) Higher customer interaction
B) Reduced customer contact
C) Faster sales processing
A) Higher customer interaction
The purpose of CRM is to:
A) Streamline customer interactions
B) Decrease profitability
C) Limit customer contact
A) Streamline customer interactions
What type of information includes sales staff feedback?
A) Primary
B) Secondary
C) Tertiary
A) Primary
True or False: The microenvironment includes internal company structures.
What is the primary goal of a CRM system?
A) Managing internal operations
B) Managing interactions with customers
C) Developing new products
B) Managing interactions with customers
True or False: In indirect sales, personal contact is essential.
False