Mock Test 1 MCQs

A Customer Relationship Management helps companies to achieve the following EXCEPT

• to improve profitability.

• to streamline processes.

• to retain their employees.

• to stay connected with customers.

A CRM solution will offer companies real benefits when it is

• meeting the needs of the internal customers.

• aligned with the overall goals of the company.

• meeting the sales targets of the sales department.

• making the jobs of all the employees more efficient.

CRM methods can be used to

• increase sales.

• close more deals.

• improve forecast accuracy.

• all of the above.

Profiling prospective customers, understanding their needs and in building relationships. These are activities under which area of CRM.

• CRM as a technology.

• CRM as a process.

• CRM as a strategy.

• All of the above.

Which one of the following is a possible way whereby a customer service staff can identify and connect with a customer?

• Ask competitors.

• Listen to customers.

• Be fair and transparent.

• Collate supplier’s feedback from a qualitative survey.

Which one of the following is a method of ensuring customer information are secured on server storage?

• Back up early and often.

• Conduct password audits.

• Avoid storing sensitive information.

• Install surveillance in the records or control room.

The following details are descriptive data EXCEPT

• Career details.

• Family details.

• Lifestyle details.

• Transactional details.

Sheng Shiong wants to develop a CRM culture among its staff. Which of the following is NOT a step in creating and developing a CRM culture?

• They revise policies regularly to include CRM solutions and information.

• They train their employees in CRM software and upgrades.

• They ensure the benefits of CRM are aligned with company goals.

• They permit variation of implementation for various departments.

Which one of the following is an aspect of speaking which could affect customer service interactions?

• Use of slang.

• Tone of voice.

• Choice of words.

• Volume of speech.

Maintaining eye contact in customer service is important as it helps create that all-important connection with the customer. Which one of the following is NOT an effective way to use eye contact?

• Looking away every five seconds to avoid staring.

• Glancing at customers as they walk through the door.

• Establishing direct eye contact with customers from Asia.

• Smiling with their eyes and mouth to send out positive signals.