Question 1

What targets sales opportunities by finding new customers or companies for future sales?

Accepted Answer

A)  Sales management system
B)  Contact management system
C)  Opportunity management system
D)  Sales force automation systemE) All of the above
F) A) and B)

Question 2

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) A) and B)
F) A) and C)

Question 3

What is a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone?

Accepted Answer

A)  Contact center
B)  Web-based Self-service
C)  Call scripting system
D)  Uplift modelingE) A) and D)
F) B) and D)

Question 4

What is uplift modeling?

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 products.E) A) and B)
F) A) and D)

Question 5

Operational CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following operational CRM technologies does the sales department typically use?

Accepted Answer

A)  Campaign management, contact management, opportunity management
B)  Sales management, contact management, contact center
C)  Sales management, call scripting, opportunity management
D)  Sales management, contact management, opportunity managementE) B) and D)
F) All of the above

Question 7

Call scripting falls under the category of the sales department's CRM tools.

Accepted Answer

A) True 
 B)False

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) A) and B)
F) C) and D)

Question 9

Call scripting systems gather 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) True 
 B)False

Question 10

Interactive voice response routes inbound calls to available agents.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following operational CRM technologies does the marketing department typically use?

Accepted Answer

A)  Contact center, web-based self-service, call scripting
B)  Contact center, cross-selling and up-selling, web-based self-service
C)  List generator, opportunity management, cross-selling and up-selling
D)  List generator, campaign management, cross-selling and up-sellingE) None of the above
F) All of the above

Question 12

Contact management falls under the category of the customer service department's CRM tools.

Accepted Answer

A) True 
 B)False

Question 13

What is call scripting?

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 products.E) None of the above
F) C) and D)

Question 14

What is predictive dialing?

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) All of the above
F) A) and B)

Question 15

What guides users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis?

Accepted Answer

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

Question 16

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

Question 17

Up-selling is selling additional products or services to an existing customer.

Accepted Answer

A) True 
 B)False

Question 18

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

Accepted Answer

A) True 
 B)False

Question 19

Predictive dialing automatically dials outbound calls and forwards answered calls to an available agent.

Accepted Answer

A) True 
 B)False

Question 20

What is automatic call distribution?

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 B)
F) A) and C)

Exam 11: Building a Customer-Centric Organization Customer Relationship Management

Predictive dialing automatically dials outbound calls and forwards answered calls to an available agent.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Interactive voice response routes inbound calls to available agents.

Correct AnswerverifiedShow Answer

What is uplift modeling?

Correct AnswerverifiedShow Answer

Call scripting systems gather 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

Up-selling is selling additional products or services to an existing customer.

Correct AnswerverifiedShow Answer

What is call scripting?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

What is a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone?

Correct AnswerverifiedShow Answer

What is predictive dialing?

Correct AnswerverifiedShow Answer

Which of the following operational CRM technologies does the sales department typically use?

Correct AnswerverifiedShow Answer

What is automatic call distribution?

Correct AnswerverifiedShow Answer

Which of the following operational CRM technologies does the marketing department typically use?

Correct AnswerverifiedShow Answer

What guides users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis?

Correct AnswerverifiedShow Answer

Call scripting falls under the category of the sales department's CRM tools.

Correct AnswerverifiedShow Answer

Operational CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

Correct AnswerverifiedShow Answer

What targets sales opportunities by finding new customers or companies for future sales?

Correct AnswerverifiedShow Answer

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

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 AnswerverifiedShow Answer

Contact management falls under the category of the customer service department's CRM tools.

Correct AnswerverifiedShow Answer

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