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