Sales Management Module 4 & Module 5

Sales Management Module 4 & Module 5 Leave the first rating Students also studied Terms in this set (54) Save Sales Mangement 27 terms cumminslauren16 Preview Sales Management Module 6 & 7 58 terms jyasin89Preview

UNIT 6: ORGANIZATIONAL RELATI...

21 terms rthor74Preview

Unit 4:

• terms

rtho Which part of the customer relationship management (CRM) process involves gathering insight about why a customer purchases a specific product?Market planning Knowledge discovery Analysis and refinement Customer interaction Knowledge discovery Integrated CRM systems have instruments for collecting, analyzing, and making sense of customers' and prospects' information, so an organization can gather ideas to enhance its services and offerings.Improved efficiency Customer focus Enhanced accountability Data accessibility Data accessibility A CRM system increases a favorable customer experience and improves communication through tracking the connection of an organization with customers on all touchpoints.Improved efficiency Customer focus Enhanced accountability Data accessibility Customer focus

A CRM system can improve workflows and communication between teams and employees, defining roles and responsibilities in an organization.Improved efficiency Customer focus Enhanced accountability Data accessibility Enhanced accountability A CRM system organizes information, records, and reports and automates, streamlines, and monitors workflows and activities quickly. CRM systems are also intended to integrate with a broad range of company and office platforms in order to provide superior flexibility Improved efficiency Customer focus Enhanced accountability Data accessibility.Improved efficiency How does a customer relationship management (CRM) system promote a customer-centric culture in an organization?Choose three answers.

• Valuing the customer as a business asset
• Creating a technology-based experience for the

customer

• Improving customer satisfaction through optimized

business processes

• Educating customers about the benefits of brand

loyalty

• Directing customized solutions toward a customer's

needs or desires

• Valuing the customer as a business asset
• Improving customer satisfaction through optimized business processes
• Directing customized solutions toward a customer's needs or desires

Why does an organization use key performance indicators (KPIs) in customer relationship management?

• To track total cost of marketing overhead
• To determine an advertising budget
• To assess success in dealing with customers
• To convert potential customers into actual customers
• To assess success in dealing with customers

Which business practice does relationship marketing focus on?

• Using the internet to mine big data from customers
• Getting a message out to as many potential customers

as possible

• Emphasizing customer retention and satisfaction
• Differentiating a segment of customers in a market
• Emphasizing customer retention and satisfaction

Which business practice is essential to creating one-to- one marketing?

• Creating a marketing database with customer

information

• Using multiple touchpoints to interact with customers
• Educating staff to be knowledgeable of the company

website

• Investing in a large advertising budget
• Creating a marketing database with customer information

Daniel recently moved to a new city and receives a brochure in the mail from Freedom Rock Bicycles that says "welcome to your new home" and offers a discount on his first tune-up. He finds their offer to be attractive and brings his bike to the shop. A week after he brings his bike home, Freedom Rock emails Daniel a survey asking about his experience, which he answers. A year later, he is sent an automated email reminder for an upcoming tune- up. However, unlike other customers, Daniel does not receive an email about a sale on new bikes, because he indicated in the survey that his bike is only one year old.How is Freedom Rock Bicycles demonstrating customer relationship management (CRM) when it sends Daniel a welcome brochure in the mail?

• Customer profitability
• Customer preference
• Customer retention
• Customer acquisition
• Customer acquisition

Which benefit of the customer relationship management (CRM) process is illustrated by the automated nature of the email that Freedom Rock Bicycles sends to Daniel?

• Knowledge discovery
• Enhanced accountability
• Data accessibility
• Improved efficiency
• Improved efficiency

Where should Freedom Rock Bicycles place the information from Daniel's survey?

• Dashboard
• Company website
• Data warehouse
• Intranet
• Data warehouse

How many total touchpoints occur between Freedom Rock Bicycles and Daniel?Six Five Four Three Four

Which segmentation practice does Freedom Rock Bicycles follow when it does not alert Daniel of its bicycle sale?

• Geographic segmentation
• Psychographic segmentation
• Demographic segmentation
• Behavioral segmentation
• Behavioral segmentation

Country, state, zip code

• geographic
• behavioral
• demographic
• psychographic
• cultural
• geographic

Age, gender, race, ethnicity, education, and income.

• geographic
• behavioral
• demographic
• psychographic
• cultural
• demographic

Country of origin, language, religion, dietary preferences, family structure, and social roles.

• geographic
• behavioral
• demographic
• psychographic
• cultural
• cultural

Values, opinions, attitudes, and lifestyle.

• geographic
• behavioral
• demographic
• psychographic
• cultural
• psychographic

Customer usage of product, desired benefits, how they shop or pay, their loyalty status.

• geographic
• behavioral
• demographic
• psychographic
• cultural
• behavioral

Answers "What happened?"

• descriptive analytics
• diagnostic analytics
• predictive analytics
• prescriptive analytics
• descriptive analytics