CRM MCQs 2026

CRM tactic 10: for dormant customers inactive 6 months, the appropriate CRM-driven action is to

1. Asend identical mass message ignoring segment behavior✓
2. Bdelete customer record to reduce database size✓
3. Ctrigger win-back email with incentive✓
4. Dignore all historical interaction data✓

CRM tactic 21: for promoters with high NPS score, the appropriate CRM-driven action is to

1. Asend identical mass message ignoring segment behavior✓
2. Bdelete customer record to reduce database size✓
3. Cassign inside sales for qualification call✓
4. Dignore all historical interaction data✓

CRM tactic 26: for dormant customers inactive 6 months, the appropriate CRM-driven action is to

1. Asend identical mass message ignoring segment behavior✓
2. Bdelete customer record to reduce database size✓
3. Cignore all historical interaction data✓
4. Descalate service recovery with manager callback✓

Customer Relationship Management (CRM) focuses on

1. Amanaging interactions to build long-term profitable relationships✓
2. Bonly one-time anonymous transactions always✓
3. Conly factory equipment maintenance✓
4. Donly competitor espionage✓

CRM software typically stores

1. Aonly machine calibration logs✓
2. Bonly raw coal quality tests✓
3. Conly unrelated patent filings✓
4. Dcustomer contact history, preferences and purchase records✓

Lead scoring in CRM ranks prospects by

1. Arandom lottery assignment✓
2. Blikelihood to convert based on behavior and profile✓
3. Calphabetical name order only✓
4. Dfactory proximity only✓

Customer acquisition cost (CAC) in CRM context is

1. Atotal sales and marketing cost to acquire a new customer✓
2. Bonly warehouse rent✓
3. Conly CEO travel unrelated to sales✓
4. Donly product raw material cost per unit manufactured✓

Churn rate measures

1. Anew customers gained only✓
2. Bfactory defect rate only✓
3. Cpercentage of customers lost in a period✓
4. Demployee turnover only✓

Retention marketing aims to

1. Aignore current customers for new only always✓
2. Bmaximize returns from one sale only✓
3. Ckeep existing customers active and satisfied✓
4. Deliminate all after-sales contact✓

Segmentation in CRM uses data to

1. Agroup customers for targeted communication and offers✓
2. Btreat every customer identically without data✓
3. Cdelete all customer records✓
4. Dshare passwords publicly✓

RFM analysis stands for

1. ARandom, Fixed and Manual✓
2. BRecency, Frequency and Monetary value✓
3. CRetail, Factory and Marketing✓
4. DReturn, Freight and Margin✓

Sales force automation within CRM tracks

1. Aonly cafeteria menu options✓
2. Bonly parking slot assignments✓
3. Ccalls, meetings, pipeline stages and outcomes✓
4. Donly unrelated HR payroll for factory✓

Service ticket management in CRM ensures

1. Acomplaints are permanently ignored by design✓
2. Bno record of customer contact ever kept✓
3. Cautomatic refund without listening to issue✓
4. Dcustomer issues are logged, assigned and resolved✓

Personalization in CRM emails uses

1. Acustomer name, history and preferences dynamically✓
2. Bidentical spam to entire database without relevance✓
3. Cfalse claims unrelated to buyer✓
4. Dcompetitor confidential data illegally✓

Net Promoter Score (NPS) asks likelihood to

1. Arecommend company to others✓
2. Bforget the brand entirely✓
3. Cfile legal complaint always✓
4. Dnever purchase again as only option✓

CRM ethics requires protecting

1. Aselling passwords on black market✓
2. Bunlimited staff access without audit✓
3. Cposting customer records on social media✓
4. Dcustomer data confidentiality and secure access controls✓

Cross-functional CRM success needs

1. Adepartments hoarding data in silos permanently✓
2. Bmarketing, sales and service sharing unified customer view✓
3. Czero executive support ever✓
4. Dreplacing all human contact with bots only always✓

Loyalty program integrated with CRM tracks

1. Aonly anonymous cash buyers with no ID ever✓
2. Bpoints, tiers and redemption linked to purchase behavior✓
3. Ccompetitor purchases exclusively✓
4. Demployee salaries only✓

CRM tactic 5: for promoters with high NPS score, the appropriate CRM-driven action is to

1. Asend identical mass message ignoring segment behavior✓
2. Bsend personalized upsell offer✓
3. Cdelete customer record to reduce database size✓
4. Dignore all historical interaction data✓

CRM tactic 35: for new leads from website form, the appropriate CRM-driven action is to

1. Arequest referral and case study participation✓
2. Bsend identical mass message ignoring segment behavior✓
3. Cdelete customer record to reduce database size✓
4. Dignore all historical interaction data✓