1.
What is the foundation for building relationships and layering on additional sales and
support tools?
a) Customer-centricity
b) CRM application
c) Marketing strategy
d) Sales funnel
Answer: a) Customer-centricity
2. Who said "Businesses exist to create customers, but customers exist because they have
needs"?
a) Peter Drucker
b) Bill Gates
c) Steve Jobs
d) Elon Musk
Answer: a) Peter Drucker
3. What is the bottom-line question for customers when deciding whether to buy from a
business?
a) Is the product affordable?
b) Is the product trendy?
c) Does the product meet my needs?
d) Does the product have good reviews?
Answer: c) Does the product meet my needs?
4. What is the key factor that can derail even the best CRM efforts, regardless of the CRM
system used?
a) Poor customer service
b) Lack of training
c) Ineffective marketing
d) Faulty or overpriced products
Answer: d) Faulty or overpriced products
5. Which of the following is NOT an underpinning for successful businesses and CRM
efforts?
a) Strong sales team
b) Quality products and services
c) Clear understanding of customer needs
d) Effective marketing campaigns
Answer: a) Strong sales team
Let me know if you'd like more questions or if you'd like me to focus on a specific area of
CRM!