Question 1

What divides a market into categories that share similar attributes such as age, location, gender, habits, and so on?

Accepted Answer

A)   Contact center
B)   Customer segmentation
C)   Call scripting system
D)   Uplift modelingE) B) and C)
F) None of the above B

Question 2

Which of the following provides customer service representatives to answer customer inquiries and respond to problems through a number of different customer touch points?

Accepted Answer

A)   Contact center
B)   Web-based self-service
C)   Call scripting
D)   Website personalizationE) A) and D)
F) A) and C)

Question 3

What is increasing the value of the sale?

Accepted Answer

A)   Cross-selling
B)   Up-selling
C)   Campaign management system
D)   Customer service and supportE) A) and B)
F) All of the above

Question 4

Interactive voice response routes inbound calls to available agents.

Accepted Answer

A) True 
 B)False

Question 5

What discovers optimal sales channels by selecting the right partners and identifying mutual customers?

Accepted Answer

A)   Supplier relationship management
B)   Partner relationship management
C)   Employee relationship management
D)   All of theseE) All of the above
F) A) and B)

Question 6

Supplier relationship management discovers optimal sales channels by selecting the right partners and identifying mutual customers.

Accepted Answer

A) True 
 B)False

Question 7

What is interactive voice response (IVR) ?

Accepted Answer

A)   Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
B)   Directs customers to use touch-tone phones or keywords to navigate or provide information
C)   A phone switch routes inbound calls to available agents
D)   All of theseE) A) and D)
F) A) and C)

Question 8

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?

Accepted Answer

A)   Campaign management system
B)   Cross-selling
C)   Up-selling
D)   List generatorE) B) and C)
F) A) and B)

Question 9

What gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer?

Accepted Answer

A)   Contact center
B)   Web-based self-service
C)   Call scripting system
D)   Uplift modelingE) All of the above
F) B) and D)

Question 10

What provides web-based self-service tools that streamline and automate the human resource department?

Accepted Answer

A)   Supplier relationship management
B)   Partner relationship management
C)   Employee relationship management
D)   All of theseE) B) and C)
F) A) and D)

Question 11

Partner relationship management provides web-based self-service tools that streamline and automate the human resource department.

Accepted Answer

A) True 
 B)False

Question 12

What is an organization performing when it asks questions such as "why was customer revenue so high"?

Accepted Answer

A)   CRM reporting technologies
B)   CRM analyzing technologies
C)   CRM processing technologies
D)   CRM predicting technologiesE) B) and D)
F) C) and D)

Question 13

What allows customers to use the web to find answers to their questions or solutions to their problems?

Accepted Answer

A)   Contact center
B)   Web-based self-service
C)   Call scripting
D)   Website personalizationE) C) and D)
F) All of the above

Question 14

Opportunity management CRM systems target sales opportunities by finding new customers or companies for future sales.

Accepted Answer

A) True 
 B)False

Question 15

Analytical CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Accepted Answer

A) True 
 B)False  False

Question 16

What is web-based self-service?

Accepted Answer

A)   A place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone
B)   A system that allows customers to use the web to find answers to their questions or solutions to their problems
C)   A system that gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer
D)   A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy productsE) A) and D)
F) B) and C)

Question 17

Cross-selling is increasing the value of the sale.

Accepted Answer

A) True 
 B)False  False

Question 18

Customer data management is a means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following is not considered a feature in a contact center?

Accepted Answer

A)   Automatic call distribution
B)   Interactive voice response
C)   Predictive dialing
D)   Automatic predictive dialingE) C) and D)
F) A) and C)

Question 20

Customer service and support (CSS) is a part of operational CRM that automates service requests, complaints, product returns, and information requests.

Accepted Answer

A) True 
 B)False

Exam 11: Building a Customer-Centric Organizationcustomer Relationship Management

What divides a market into categories that share similar attributes such as age, location, gender, habits, and so on?

Correct AnswerverifiedB

Which of the following provides customer service representatives to answer customer inquiries and respond to problems through a number of different customer touch points?

Correct AnswerverifiedShow Answer

What is increasing the value of the sale?

Correct AnswerverifiedShow Answer

Interactive voice response routes inbound calls to available agents.

Correct AnswerverifiedShow Answer

What discovers optimal sales channels by selecting the right partners and identifying mutual customers?

Correct AnswerverifiedShow Answer

Supplier relationship management discovers optimal sales channels by selecting the right partners and identifying mutual customers.

Correct AnswerverifiedShow Answer

What is interactive voice response (IVR) ?

Correct AnswerverifiedShow Answer

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?

Correct AnswerverifiedShow Answer

What gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer?

Correct AnswerverifiedShow Answer

What provides web-based self-service tools that streamline and automate the human resource department?

Correct AnswerverifiedShow Answer

Partner relationship management provides web-based self-service tools that streamline and automate the human resource department.

Correct AnswerverifiedShow Answer

What is an organization performing when it asks questions such as "why was customer revenue so high"?

Correct AnswerverifiedShow Answer

What allows customers to use the web to find answers to their questions or solutions to their problems?

Correct AnswerverifiedShow Answer

Opportunity management CRM systems target sales opportunities by finding new customers or companies for future sales.

Correct AnswerverifiedShow Answer

Analytical CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Correct AnswerverifiedFalse

What is web-based self-service?

Correct AnswerverifiedShow Answer

Cross-selling is increasing the value of the sale.

Correct AnswerverifiedFalse

Customer data management is a means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

Correct AnswerverifiedShow Answer

Which of the following is not considered a feature in a contact center?

Correct AnswerverifiedShow Answer

Customer service and support (CSS) is a part of operational CRM that automates service requests, complaints, product returns, and information requests.

Correct AnswerverifiedShow Answer

Correct Answer
verified
B

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
False

Correct Answer
verified

Correct Answer
verified
False

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified