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CRM Quiz 1 Flashcards | StudBud
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CRM Quiz 1
CRM Quiz 1
20 terms
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StudBud Administration
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1,161 plays
To review the lessons conducted.
Flashcards
20 cards
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Practice quiz
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Questions
20
Answers
1
Marketing is not a process of communicating the value of a product or service to customers.
False
True
2
What Customer’s Needs When they Complain?
To be heard
To be respected
To be understood
All of the above
3
Relationship marketing, emphasizes customer retention & future interaction with the company.
False
True
4
CRM is about:
Making sure all are happy with products & services
All of the above
Finding the best ways to serve both
Building rapport with company & its customers
5
Customer complaint is any expression of dissatisfaction by a customer in relation to organization's service/ products
False
True
6
Why Do Customer Complaint?
Their expectations have been met!
To release their anger
Adequate information
Fair pricing
7
Communication is a two-way process of giving and receiving information through any number of channels.
False
True
8
What are the steps for developing an effective customer service programme
Commitment from the organization and the staff.
Involve and empower team leaders and managers
All of the above
Organization need to plan, develop, implement & sustain it
9
It is not important that you acknowledge the receipt of all complaints, verbal or written.
False
True
10
The company should attempt to attach a time frame for resolution of complaint.
False
True
11
•The complaint handling procedures should be known to selected employees and be part of regular training
True
False
12
Collaborative CRM facilitates interactions with customers through all channels.
True
False
13
Good service is when the customer gets treatment that meets his/her expectations
True
False
14
Customer service is “a selfless desire to fulfil the needs of your consumer and community.”
True
False
15
Customers certainly don’t want to pay for:
Rude or ‘slack’ service
Billing mistakes
Faulty product
All of the above
16
What is a Traditional Marketing Techniques & Tools:
Digital marketing
Print & Hoardings
Blogging
Social media marketing
17
What Do Customers Wants?
Complete & accurate description of the product
Value for money
Fast delivery
All of the above
18
Basic Principles of Communications are:
All of the above
Know your topic
Know your purpose
Know your audience.
19
Three Basic Concepts of CRM are:
Operational, Strategical & Diagnostic
Operational, Strategical & Effective
Analytical, Collaborative & Efficient
Operational, Analytical & Collaborative
20
Who is a Customer…….?
Is dependent on us
Not an important person in any business
Is not part of our business and an outsider
Someone we serve
