Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

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 3

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. 
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.

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

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 system 
A) Sales management system 
B) Contact management system 
C) Opportunity management system 
D) Sales force automation system

Question 6

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

Question 7

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 these 
A) Supplier relationship management 
B) Partner relationship management 
C) Employee relationship management 
D) All of these

Question 8

Interactive voice response routes inbound calls to available agents.

Accepted Answer

A) True 
 B)False

Question 9

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. 
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.

Question 10

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 these 
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 these

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-selling 
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-selling

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

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 14

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

Question 15

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 these 
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 these

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

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 18

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 generator 
A) Campaign management system 
B) Cross-selling 
C) Up-selling 
D) List generator

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

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 management 
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 management

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

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

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

What is uplift modeling?

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

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

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

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

Interactive voice response routes inbound calls to available agents.

What is call scripting?

What is automatic call distribution?

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

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

Analytical CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

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

What is predictive dialing?

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

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.

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

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

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

Business Driven Technology

Identifying Competitive Advantages

Strategic Initiatives for Implementing Competitive Advantages

Measuring the Success of Strategic Initiatives

Organizational Structures That Support Strategic Initiatives

Valuing and Storing Organizational Information Databases

Accessing Organizational Information Data Warehouses

Understanding Big Data and Its Impact on Business

Enabling the Organization Decision Making

Extending the Organization Supply Chain Management

Integrating the Organization From End to End Enterprise Resource Planning

Creating Innovative Organizations

E-business

Creating Collaborative Partnerships

Integrating Wireless Technology in Business

Developing Software to Streamline Operations

Methodologies for Supporting Agile Organizations

Managing Organizational Projects

B: Extension: A Business Basics

B: Extension: A Business Process

B: Extension: A Hardware and Software Basics

B: Extension: A Mis Infrastructures

B: Extension: A Networks and Telecommunications

B: Extension: A Information Security

B: Extension: A Ethics

B: Extension: A Operations Management

B: Extension: A Sustainable Mis Infrastructures

B: Extension: A Business Intelligence

B: Extension: A Global Information Systems

B: Extension: A Global Trends

Filters