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