Chapter 8 Exam Test

Which of the following represents sales force automation? A. Selling larger products or services to a customer B. Helping an organization identify its customers across applications C. Selling additional products or services to a customer D. A system that automatically tracks all of the steps in the sales process

The Internet can completely replace the phone and face-to-face communications with customers. True/False

Which of the following will help an organization maintain consistent business operations? A. Marketing decides to save customer's email addresses in the marketing system, even though other organizational systems do not have this capability B. Marketing, sales, and accounting departments decide to use the same vendor for a new system C. Sales decides to implement a new system without considering other departments D. A new office policy states that all managers can implement their own policies for purchasing supplies and materials

What is McDonald's performing when it asks its customers if they would like to super-size their meals? A. Down-selling B. Campaign management C. Cross-selling D. Up-selling

What is enterprise resource planning? A. A standardized set of activities that accomplish as specific task, such as processing a customer's order B. Involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability C. The analysis and redesign of workflow within and between enterprises D. Integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations

___________ management systems guide users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.

What targets sales opportunities by finding new customers or companies for future sales? A. Contact management system B. Opportunity management system C. Sales force automation system D. Sales management system

Which activities do production and materials management components perform? A. Track employee information including payroll, benefits, compensation, performance assessment, and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities. B. Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control. C. None of these D. Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.

What is interactive voice response (IVR)? A. Directs customers to use touch-tone phones or keywords to navigate or provide information B. A phone switch routes inbound calls to available agents C. None of these D. Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent

Back-office operations deal directly with the customer. True/False

Contact center, web-based self-service, and __________ scripting are the three primary operational CRM technologies used in the customer service department.