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D099 / D 099 Objective Assessment (Latest Update 2025 / 2026) Sales Management | Questions and Answers | Grade A | 100% Correct - WGU
Question:
You notice a customer hasn't purchased in months. What CRM feature should you use?
Answer:
Customer behavior tracking to follow up and re-engage them.
Question:
A new CRM system is being implemented. A sales rep resists using it. What should management do?
Answer:
Offer training and show how it makes their job easier and improves performance.
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Question:
You want to upsell software to a current client. What CRM strategy should you use?
Answer:
Use data to identify purchase history and pitch features that match their needs.
Question:
You work in a high-churn industry. How can CRM help retention?
Answer:
Automate follow-ups, track complaints, and personalize communication.
Question:
A customer responds negatively to a mass email. What went wrong?
Answer:
Lack of personalization — CRM wasn't used to tailor the message.
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Question:
You analyze CRM data and notice customers who receive calls and emails buy more. What do you do?
Answer:
Develop a follow-up plan combining both methods to increase conversion.
Question:
You want to identify top-value customers. Which CRM metric helps?
Answer:
Customer Lifetime Value (CLV).
Question:
Sales dropped after switching to a new CRM. What could be the issue?
Answer:
Data migration errors or poor training on the new system.
Question:
A manager wants to measure campaign success. What CRM feature is most helpful?
Answer:
CRM analytics/dashboard for KPIs. 3 / 4
Question:
You're designing a loyalty program. What should CRM track?
Answer:
Customer purchases, engagement, and feedback.
Question:
A customer mentions a bad past experience. How should you respond using CRM data?
Answer:
Acknowledge the issue and offer a tailored solution based on their history.
Question:
You're segmenting customers for a promotion. What CRM feature helps?
Answer:
Customer segmentation based on purchase history and behavior.
Question:
The marketing team wants insight into sales patterns. What should you provide?
Answer:
CRM-generated reports with visual data analysis.
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