Question 1

In transactional selling customers are treated as

Accepted Answer

A)  Prospects 
B)  Partners 
C)  Valued Clients 
D)  Problematic individuals 
E)  Targets 
A)  Prospects 
B)  Partners 
C)  Valued Clients 
D)  Problematic individuals 
E)  Targets A

Question 2

A strategy statement identifies what is to be accomplished by sales people.

Accepted Answer

A) True 
 B)False  False

Question 3

How does CRM help to increase customer satisfaction?

Accepted Answer

CRM helps salespeople to add value in a variety of task functions,
 including
• More timely response to needs
• An improved and smoother sales process
• Better forecasting and performance
• Providing the correct solutions at the right time

Question 4

The acronym SPIN in Spin Selling stands for

Accepted Answer

A)  Selling, Presentation, Investigation, and Notation 
B)  Selling, Preparation, Improving, and Notation 
C)  Situation, Problem, Implication, and Need Payoff 
D)  Situation, Preparation, Implication, and Need Payoff 
E)  Selling, Presentation, Improvisation, and Notation 
A)  Selling, Presentation, Investigation, and Notation 
B)  Selling, Preparation, Improving, and Notation 
C)  Situation, Problem, Implication, and Need Payoff 
D)  Situation, Preparation, Implication, and Need Payoff 
E)  Selling, Presentation, Improvisation, and Notation

Question 5

Why is sales strategy changing today?

Accepted Answer

A)  Because we have fewer sales people 
B)  We have less time to spend with customers 
C)  Customers have become larger and more important with more immediate demands 
D)  Customers have become more bottom-line focused 
E)  Sales people have more to do 
A)  Because we have fewer sales people 
B)  We have less time to spend with customers 
C)  Customers have become larger and more important with more immediate demands 
D)  Customers have become more bottom-line focused 
E)  Sales people have more to do

Question 6

CRM is the link between inside sales and

Accepted Answer

A)  Manufacturing 
B)  R&D 
C)  Finance 
D)  Field Sales 
E)  None of the above 
A)  Manufacturing 
B)  R&D 
C)  Finance 
D)  Field Sales 
E)  None of the above

Question 7

The principal responsibility of salespeople is to serve customers while adding value to the relationship.

Accepted Answer

A) True 
 B)False

Question 8

According to buyer process management the sales process begins when

Accepted Answer

A)  Sales understands a buyer's needs 
B)  The facts are agreed to 
C)  Rapport forms between buyer and seller 
D)  B and D 
E)  A and C 
A)  Sales understands a buyer's needs 
B)  The facts are agreed to 
C)  Rapport forms between buyer and seller 
D)  B and D 
E)  A and C

Question 9

Sales strategy is changing because of the need to serve larger and more influential customers more expeditiously.

Accepted Answer

A) True 
 B)False

Question 10

Loyalty programs become CRM programs when

Accepted Answer

A)  System metrics and management of specific customer strategies are integrated 
B)  Systems metrics and sales people agree on account objectives 
C)  System metrics are leveraged with buyers 
D)  Specific customer strategies are prioritized 
E)  Customers can be individually identified 
A)  System metrics and management of specific customer strategies are integrated 
B)  Systems metrics and sales people agree on account objectives 
C)  System metrics are leveraged with buyers 
D)  Specific customer strategies are prioritized 
E)  Customers can be individually identified

Question 11

What are the two relationships that exist with households today?

Accepted Answer

For households, two different relationsh

Question 12

Since retailers have taken responsibility for the collection of promotion information, they have begun to exercise greater control in the distribution channel.

Accepted Answer

A) True 
 B)False

Question 13

Discuss the two approaches that sales management can take in motivating salesprofessionals to use CRM.

Accepted Answer

Sales managers have two options in appro

Question 14

To ensure sales force performance against CRM objectives, the entire salesorganization requires evaluation at the national, regional, and territorial levels.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following reasons is not why On-Demand CRM systems are becoming popular?

Accepted Answer

A)  They are more user friendly. 
B)  They don't require training. 
C)  They are available wherever the Internet can be accessed. 
D)  They are intuitive. 
E)  They are simpler systems. 
A)  They are more user friendly. 
B)  They don't require training. 
C)  They are available wherever the Internet can be accessed. 
D)  They are intuitive. 
E)  They are simpler systems.

Question 16

Category management is the selection of the appropriate assortment, shelf space, and segment promotion for a group of products. Category management is the responsibility of

Accepted Answer

A)  A single vendor 
B)  Two cooperating companies 
C)  All companies in a category work together 
D)  The grocery retailer is responsible 
E)  None of the above 
A)  A single vendor 
B)  Two cooperating companies 
C)  All companies in a category work together 
D)  The grocery retailer is responsible 
E)  None of the above

Question 17

Sales forces regard CRM as a valuable tool for Category Management to improve relationships with retailers because it: (Choose the incorrect reason)

Accepted Answer

A)  Improves speed of communication 
B)  Controls the accuracy of information 
C)  Defines a process for buyer-seller communication 
D)  Improves the quality of information exchanged 
E)  None of the above 
A)  Improves speed of communication 
B)  Controls the accuracy of information 
C)  Defines a process for buyer-seller communication 
D)  Improves the quality of information exchanged 
E)  None of the above

Question 18

How can companies minimize organizational confusion regarding job responsibilities and CRM?

Accepted Answer

Sales force job descriptions should be a

Question 19

CRM is the one system working to ensure coordination between sales and customer service.

Accepted Answer

A) True 
 B)False

Question 20

Server-based CRM systems have several advantages; which of the followingattributes does not describe these systems?

Accepted Answer

A)  Full functionality 
B)  Tailored to particular industries 
C)  Upgradeable 
D)  Don't require IT involvement 
E)  Are software based 
A)  Full functionality 
B)  Tailored to particular industries 
C)  Upgradeable 
D)  Don't require IT involvement 
E)  Are software based

In transactional selling customers are treated as

A strategy statement identifies what is to be accomplished by sales people.

How does CRM help to increase customer satisfaction?

The acronym SPIN in Spin Selling stands for

Why is sales strategy changing today?

CRM is the link between inside sales and

The principal responsibility of salespeople is to serve customers while adding value to the relationship.

According to buyer process management the sales process begins when

Sales strategy is changing because of the need to serve larger and more influential customers more expeditiously.

Loyalty programs become CRM programs when

What are the two relationships that exist with households today?

Since retailers have taken responsibility for the collection of promotion information, they have begun to exercise greater control in the distribution channel.

Discuss the two approaches that sales management can take in motivating salesprofessionals to use CRM.

To ensure sales force performance against CRM objectives, the entire salesorganization requires evaluation at the national, regional, and territorial levels.

Which of the following reasons is not why On-Demand CRM systems are becoming popular?

Category management is the selection of the appropriate assortment, shelf space, and segment promotion for a group of products. Category management is the responsibility of

Sales forces regard CRM as a valuable tool for Category Management to improve relationships with retailers because it: (Choose the incorrect reason)

How can companies minimize organizational confusion regarding job responsibilities and CRM?

CRM is the one system working to ensure coordination between sales and customer service.

Server-based CRM systems have several advantages; which of the followingattributes does not describe these systems?

Principles of CRM

History and Development of CRM

Relationship Marketing and Customer Relationship Management

Organization and CRM

CRM and Data Management

Technology and Data Platforms

Database and Customer Data Development

CRM, Technology, and Sales

Marketing Strategy and CRM

CRM, Marketing Automation, and Communication

CRM Program Measurement and Tools

Privacy and Ethics Considerations

The Future of CRM

Filters

Exam 8: Sales Strategy and CRM

In transactional selling customers are treated as

A strategy statement identifies what is to be accomplished by sales people.

How does CRM help to increase customer satisfaction?

The acronym SPIN in Spin Selling stands for

Why is sales strategy changing today?

CRM is the link between inside sales and

The principal responsibility of salespeople is to serve customers while adding value to the relationship.

According to buyer process management the sales process begins when

Sales strategy is changing because of the need to serve larger and more influential customers more expeditiously.

Loyalty programs become CRM programs when

What are the two relationships that exist with households today?

Since retailers have taken responsibility for the collection of promotion information, they have begun to exercise greater control in the distribution channel.

Discuss the two approaches that sales management can take in motivating salesprofessionals to use CRM.

To ensure sales force performance against CRM objectives, the entire salesorganization requires evaluation at the national, regional, and territorial levels.

Which of the following reasons is not why On-Demand CRM systems are becoming popular?

Category management is the selection of the appropriate assortment, shelf space, and segment promotion for a group of products. Category management is the responsibility of

Sales forces regard CRM as a valuable tool for Category Management to improve relationships with retailers because it: (Choose the incorrect reason)

How can companies minimize organizational confusion regarding job responsibilities and CRM?

CRM is the one system working to ensure coordination between sales and customer service.

Server-based CRM systems have several advantages; which of the followingattributes does not describe these systems?

Principles of CRM

History and Development of CRM

Relationship Marketing and Customer Relationship Management

Organization and CRM

CRM and Data Management

Technology and Data Platforms

Database and Customer Data Development

CRM, Technology, and Sales

Marketing Strategy and CRM

CRM, Marketing Automation, and Communication

CRM Program Measurement and Tools

Privacy and Ethics Considerations

The Future of CRM

Filters