Customer Relationship Management Flashcards
7 cards from real CSA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Customer Relationship Management flashcards as text
A customer complains that they feel pressured every time they visit the store. What should a sales associate do differently?
Answer: Adopt a consultative approach, asking open questions and letting the customer lead
A consultative approach prioritizes the customer's needs and pace, reducing pressure and building trust.
Which of the following is NOT a best practice when entering data into a CRM system?
Answer: Sharing customer login credentials with all store associates
Sharing customer login credentials violates privacy and data security principles central to responsible CRM use.
What is the relationship between employee satisfaction and customer relationship quality?
Answer: Satisfied employees are more likely to deliver positive, engaged customer interactions
Engaged, satisfied employees consistently deliver better service, which directly improves customer satisfaction and loyalty.
A customer signed up for email updates but has never opened a single one. What is the best CRM approach?
Answer: Send a re-permission or preference survey to understand their communication preferences
Asking customers about their communication preferences respects their time and can improve engagement rates.
Which of the following best supports the concept of 'customer-centric' selling?
Answer: Tailoring solutions based on each customer's unique goals and situation
Customer-centric selling puts the customer's goals first, creating trust and long-term loyalty over short-term wins.
What role does empathy play in effective customer relationship management?
Answer: Empathy helps associates understand customer feelings and respond appropriately
Empathy enables associates to connect emotionally with customers, improving satisfaction across all types of interactions.
When a customer provides personal information to join a loyalty program, what is the associate's most important responsibility?
Answer: Safeguard the information and use it only as the customer consented
Customer data must be used ethically and only within the scope of what the customer has agreed to, protecting privacy and trust.