SALES MANAGEMENT EXAMINATION

Post Graduate Diploma in Sales Management

You are welcome to Chartered Institute of Sales and Customer Service Management Examination Portal

We are delighted to have you here and wish you the very best as you embark on an exciting journey toward a rewarding career with us.

Online Examinations

Our online assessments are designed to evaluate your understanding of the training materials and ensure your readiness for the next step in your professional development. Here's what you need to know:

Format: The assessment consists of 100 multiple-choice questions.
Pass Mark: A minimum score of 50% is required to pass.
Instant Results: Your answers will be automatically graded, allowing you to immediately see your results.
Retake Option: If you don’t pass on your first attempt, don’t worry! You can retake the exam and try again.

Need Assistance?

Whether you are currently enrolled on our platform or seeking information, our dedicated support team is here to help. Feel free to reach out to us with any inquiries at info@ciscsm.org

Thank you for choosing Chartered Institute of Sales and Customer Service Management. We are committed to supporting your growth and success.

1 / 100

Which tool helps sales teams manage customer data efficiently?

1. CRM systems

2. Spreadsheets

3. Social media platforms

2 / 100

Which skill is critical for effective sales coaching?

1. Strict rule enforcement

2. Advanced technical knowledge

3. Active listening

3 / 100

What is a core principle of solution selling?

1. Understanding customer pain points

2. Reducing product prices

3. Simplifying sales pitches

4 / 100

How do sales analytics tools improve decision-making?

1. By providing data-driven insights

2. By automating customer calls

3. By reducing data collection

5 / 100

How does storytelling benefit sales presentations?

1. Replaces product demonstrations

2. Reduces preparation time

3. Builds emotional connections with customers

6 / 100

How can teams manage cultural differences effectively?
- A.
- B.
- C.

1. Ignoring them

2. Cultural sensitivity training

3. Standardizing processes globally

7 / 100

What is a benefit of sales automation tools?

1. Increased administrative tasks

2. Enhanced data accuracy

3. Reduced team collaboration

8 / 100

How does lead scoring benefit sales teams?

1. By automating follow-ups

2. By reducing the number of leads

3. By prioritizing high-value leads

9 / 100

What does predictive analytics in CRM help with?

1. Tracking past sales performance

2. Forecasting customer behavior

3. Managing inventory

10 / 100

What is the focus of customer-centric sales strategies?

1. Putting customer needs at the core of the sales process

2. Reducing product prices

3. Maximizing marketing reach

11 / 100

How does CRM support customer segmentation?

1. By analyzing customer behavior and demographics

2. By reducing the number of leads

3. By standardizing communication

12 / 100

Which AI application enhances customer engagement?

1. Virtual assistants

2. Spreadsheets

3. Manual reporting

13 / 100

Why is active listening important for leaders?

1. To understand team challenges

2. To reduce communication

3. To focus on their own goals

14 / 100

What type of culture relies heavily on implicit communication?

1. High-context cultures

2. Low-context cultures

3. Individualistic cultures

15 / 100

Why is customer retention important?

1. It reduces costs of acquisition

2. It increases product pricing

3. It eliminates competition

16 / 100

What is the purpose of CRM analytics?

1. To forecast customer trends

2. To replace human decision-making

3. To develop product prototypes

17 / 100

What is the purpose of CRM automation?

1. To reduce customer touchpoints

2. To eliminate sales reporting

3. To streamline repetitive tasks

18 / 100

What is the primary role of a sales manager?

1. Supervising the sales team

2. Developing marketing strategies

3. Designing company policies

19 / 100

Which strategy involves collaborating with local firms to share resources?

1. Exporting

2. Joint Ventures

3. Franchising

20 / 100

What is a key consideration when entering global markets?

1. Ignoring cultural differences

2. Standardizing all processes

3. Understanding market entry barriers

21 / 100

What is the key to successful CRM adoption?

1. Advanced software features

2. Employee training

3. Complex integration processes

22 / 100

What does customer lifetime value (CLV) help determine?

1. The total profit a customer brings over their relationship

2. The annual marketing budget

3. The cost of acquiring new customers

23 / 100

How does CRM improve customer retention?

1. By predicting customer needs

2. By reducing costs

3. By eliminating competitors

24 / 100

Which feature of CRM supports sales forecasting?

1. Data analytics

2. Email templates

3. Calendar scheduling

25 / 100

What is the purpose of consultative selling?

1. Building customer trust

2. Increasing transaction speed

3. Reducing customer engagement

26 / 100

What is a key ethical principle in sales?

1. Exaggerating product features

2. Honesty and integrity

3. Avoiding customer feedback

27 / 100

27. What is the main focus of consultative selling?

1. Understanding customer needs

2. Offering discounts

3. Expediting the sales process

28 / 100

Which of the following is a key principle of relationship selling?

1. Short-term profits

2. Building long-term customer trust

3. Maximizing product prices

29 / 100

Which sales strategy focuses on repeat business?

1. Relationship selling

2. Transactional selling

3. Discount-based selling

30 / 100

Which of these is a direct sales strategy?

1. Cold calling

2. Digital advertising

3. Public relations campaigns

31 / 100

What is the main purpose of CRM?

1. Storing customer data

2. Enhancing customer satisfaction and loyalty

3. Automating sales processes

32 / 100

What is a critical element of global sales compliance?

1. Avoiding cultural differences

2. Adhering to local laws

3. Standardizing pricing

33 / 100

What is essential for managing global sales teams?
- A.
- B.
- C.

1. Cultural sensitivity training

2. Using only local talent

3. Standardizing all communication

34 / 100

What is a benefit of cross-selling?

1. Increased average transaction value

2. Reduced marketing budgets

3. Simplified product catalog

35 / 100

Which technique is commonly used in upselling?

1. Suggesting premium options

2. Offering discounts

3. Reducing product variety

36 / 100

36. What is the primary role of a strategic sales leader?

1. Managing daily operations

2. Aligning sales strategies with business objectives

3. Handling customer complaints

37 / 100

Which of the following is a benefit of key account management?

1. Higher customer retention

2. Reduced need for marketing

3. Simplified supply chain

38 / 100

How does CRM improve customer satisfaction?

1. By simplifying marketing efforts

2. By reducing employee costs

3. By personalizing interactions

39 / 100

What is the focus of ethical sales leadership?
- A. Maximizing profits at all costs
- B. Building trust and transparency
- C. Reducing operational costs

1. Maximizing profits at all costs

2. Building trust and transparency

3. Reducing operational costs

40 / 100

How can a leader motivate their sales team?

1. By recognizing achievements

2. By limiting incentives

3. By enforcing strict rules

41 / 100

What is a KPI for CRM success?

1. Customer satisfaction score

2. Sales team size

3. IT budget allocation

42 / 100

Which ethical principle protects customer data?

1. Data minimization

2. Maximizing profit

3. Ignoring privacy laws

43 / 100

What is a critical skill for strategic sales leadership?

1. Product knowledge

2. Strategic thinking

3. Administrative skills

44 / 100

What is a benefit of integrating AI into sales processes?
- A.
- B.
- C.

1. Enhancing decision-making with data insights

2. Reducing the need for training

3. Eliminating human involvement

45 / 100

What is the purpose of a sales pipeline?

1. To forecast sales revenue

2. To automate customer service

3. To increase product inventory

46 / 100

What is essential for risk management in sales?

1. Ignoring market dynamics

2. Developing risk mitigation plans

3. Eliminating all customer complaints

47 / 100

What does a 360-degree customer view include?
- A.
- B.
- C.

1. Detailed insights into customer interactions

2. Marketing campaign success rates

3. Employee satisfaction scores

48 / 100

What is the main benefit of a 360-degree customer view?

1. Comprehensive understanding of customer interactions

2. Simplified team reporting

3. Reduced need for marketing

49 / 100

What does AI-driven predictive analytics do?
- A.
- B.
- C.

1. Automates email responses

2. Forecasts future trends

3. Creates marketing materials

50 / 100

Which leadership model emphasizes trust and innovation?

1. Transformational Leadership

2. Situational Leadership

3. Servant Leadership

51 / 100

What is the focus of a value-based selling strategy?

1. Highlighting the benefits for the customer

2. Reducing product costs

3. Increasing sales team size

52 / 100

What is a common ethical dilemma in sales?

1. Overstaffing

2. Conflicts of interest

3. Ignoring market trends

53 / 100

Which metric is used to measure sales efficiency?

1. Customer complaints

2. Marketing spend

3. Revenue per salesperson

54 / 100

Which decision-making tool is used to assess strengths, weaknesses, opportunities, and threats?

1. SWOT Analysis

2. Decision Matrix

3. PESTEL Analysis

55 / 100

What is the first step in implementing a CRM strategy?

1. Selecting a CRM platform

2. Training the sales team

3. Assessing current CRM capabilities

56 / 100

What is an example of unethical sales behavior?
- A.
- B.
- C. Providing clear pricing details

1. Respecting customer privacy

2. Misrepresenting product features

3. Providing clear pricing details

57 / 100

What is a feature of servant leadership in sales?

1. Prioritizing personal goals

2. Empowering team members

3. Ignoring feedback

58 / 100

What is the main challenge in CRM implementation?

1. High upfront costs

2. Lack of customer data

3. Employee resistance to change

59 / 100

Which framework helps resolve ethical dilemmas?

1. Utilitarian approach

2. SWOT analysis

3. PESTEL analysis

60 / 100

Why is ethical leadership vital in sales?

1. To cut costs

2. To build long-term trust and loyalty

3. To avoid customer interaction

61 / 100

How can a leader motivate their sales team?

1. By recognizing achievements

2. By limiting incentives

3. By enforcing strict rules

62 / 100

Which tool helps visualize sales performance data?

1. CRM dashboards

2. Email marketing software

3. Basic spreadsheets

63 / 100

Which of these metrics measures sales efficiency?

1. Revenue per salesperson

2. Marketing reach

3. Employee turnover rate

64 / 100

In the context of sales, what does PESTEL analysis evaluate?

1. Internal strengths and weaknesses

2. External environmental factors

3. Customer feedback

65 / 100

What is a common metric for global sales performance?
- A.
- B.
- C.

1. Customer acquisition costs

2. Product design costs

3. Office rental expenses

66 / 100

What is a significant advantage of consultative selling?

1. Focus on customer needs

2. Quicker sales cycles

3. Reduced training requirements

67 / 100

What is critical for effective sales coaching?

1. Regular feedback

2. Advanced technical skills

3. Avoiding team communication

68 / 100

Which technique is commonly used in value-based selling?

1. Increasing inventory levels

2. Reducing product quality

3. Highlighting benefits over features

69 / 100

What is the key challenge of CRM implementation?

1. Employee resistance

2. High training costs

3. Limited software options

70 / 100

What is the focus of social CRM?

1. Managing customer data

2. Engaging customers on social media

3. Automating financial transactions

71 / 100

How does social CRM differ from traditional CRM?

1. Focuses on engaging customers through social media platforms

2. Reduces data collection efforts

3. Prioritizes internal communication

72 / 100

What is essential for maintaining sales data integrity?

1. Minimal documentation

2. Allowing open access to all data

3. Regular audits

73 / 100

Which CRM tool helps track customer interactions?

1. Social media posts

2. Lead generation forms

3. Activity history

74 / 100

What is a primary responsibility of a sales leader?

1. Setting clear goals

2. Handling administrative tasks

3. Avoiding risks

75 / 100

What is a defining characteristic of transformational leadership?

1. Inspiring team innovation

2. Micromanaging tasks

3. Prioritizing cost-cutting

76 / 100

Why is transparency important in sales compliance?
- A.
- B.
- C.

1. To hide operational weaknesses

2. To build customer trust

3. To reduce product quality

77 / 100

What is a common KPI for measuring CRM effectiveness?

1. Sales team size

2. Customer retention rate

3. Marketing budget

78 / 100

What is the main purpose of a sales funnel?

1. To organize leads

2. To track sales performance

3. To visualize the customer journey

79 / 100

What is a key objective of sales forecasting?

1. To predict future sales trends

2. To determine team salaries

3. To allocate marketing budgets

80 / 100

What is the role of KPIs in sales?
- A.
- B.
- C.

1. Distracting teams from goals

2. Measuring performance

3. Increasing operational costs

81 / 100

Which KPI is crucial for evaluating CRM performance?

1. Marketing budget

2. Employee turnover rate

3. Customer retention rate

82 / 100

What is a characteristic of high-context cultures?

1. Direct communication

2. Implicit communication

3. Focus on individuality

83 / 100

What is the purpose of lead scoring?

1. Prioritizing leads based on their potential value

2. Tracking daily sales activities

3. Managing team schedules

84 / 100

How does a sales leader build a high-performing team?

1. By fostering collaboration

2. By assigning repetitive tasks

3. By minimizing team interactions

85 / 100

Which governance principle ensures stakeholder fairness?
- A.
- B.
- C.

1. Accountability

2. Transparency

3. Fairness

86 / 100

Which quality is essential for a sales leader?

1. Empathy

2. Financial acumen

3. Product knowledge

87 / 100

What is the purpose of prescriptive analytics in sales?
- A.
- B.
- C.

1. Identifying past errors

2. Storing sales data

3. Providing actionable recommendations

88 / 100

Which CRM feature enhances sales forecasting?
- A.
- B.
- C.

1. Predictive analytics

2. Email templates

3. Basic reporting tools

89 / 100

How does emotional intelligence benefit sales leaders?

1. Enhances team relationships

2. Reduces conflict resolution efforts

3. Simplifies goal setting

90 / 100

Which of the following is an emerging CRM technology?

1. Internet of Things (IoT) integration

2. Manual data entry

3. Traditional phone surveys

91 / 100

What is an example of a CRM platform?

1. Salesforce

2. Excel

3. Zoom

92 / 100

Which law impacts global sales compliance?

1. Foreign Corrupt Practices Act (FCPA)

2. GDPR

3. Both A and B

93 / 100

What is the primary goal of key account management?

1. Increasing product variety

2. Strengthening partnerships with major clients

3. Reducing sales team size

94 / 100

How does digital sales differ from traditional sales?

1. Focus on online platforms

2. Increased reliance on in-person meetings

3. Reduced use of technology

95 / 100

How does storytelling enhance sales presentations?
- A.
- B.
- C.

1. By creating emotional connections

2. By limiting technical details

3. By speeding up the process

96 / 100

Which leadership style emphasizes flexibility?

1. Adaptive leadership

2. Authoritarian leadership

3. Servant leadership

97 / 100

What is a benefit of data governance?

1. Enhanced decision-making

2. Avoiding customer interactions

3. Reducing data quality

98 / 100

Which tool helps track sales activities?

1. CRM dashboards

2. Social media analytics

3. Word processing software

99 / 100

What is the role of transformational leadership in sales?

1. Inspiring and motivating the team

2. Delegating all tasks to the team

3. Enforcing rigid processes

100 / 100

What is a primary benefit of upselling?

1. Increasing the average order value

2. Simplifying the sales pitch

3. Reducing customer inquiries

Your score is

By Wordpress Quiz plugin

Online Examinations

Format: The assessment consists of 100 multiple-choice questions.
Pass Mark: A minimum score of 50% is required to pass.
Instant Results: Your answers will be automatically graded, allowing you to immediately see your results.
Retake Option: If you don’t pass on your first attempt, don’t worry! You can retake the exam and try again.

Need Assistance?

Whether you are currently enrolled on our platform or seeking information, our dedicated support team is here to help. Feel free to reach out to us with any inquiries at info@ciscsm.org

Thank you for choosing Chartered Institute of Sales and Customer Service Management. We are committed to supporting your growth and success.

1 / 100

What is the focus of ethical sales leadership?
- A. Maximizing profits at all costs
- B. Building trust and transparency
- C. Reducing operational costs

1. Maximizing profits at all costs

2. Building trust and transparency

3. Reducing operational costs

2 / 100

Which technique is commonly used in value-based selling?

1. Increasing inventory levels

2. Reducing product quality

3. Highlighting benefits over features

3 / 100

How does digital sales differ from traditional sales?

1. Focus on online platforms

2. Increased reliance on in-person meetings

3. Reduced use of technology

4 / 100

What is the benefit of integrating CRM with other business tools?

1. Improved operational efficiency

2. Reduced customer feedback

3. Simplified sales pitches

5 / 100

What is the focus of customer-centric sales strategies?

1. Putting customer needs at the core of the sales process

2. Reducing product prices

3. Maximizing marketing reach

6 / 100

6. What is the main focus of consultative selling?

1. Understanding customer needs

2. Offering discounts

3. Expediting the sales process

7 / 100

How does storytelling benefit sales presentations?

1. Replaces product demonstrations

2. Reduces preparation time

3. Builds emotional connections with customers

8 / 100

What is an example of a CRM platform?

1. Salesforce

2. Excel

3. Zoom

9 / 100

Which governance principle ensures stakeholder fairness?
- A.
- B.
- C.

1. Accountability

2. Transparency

3. Fairness

10 / 100

What is a key ethical principle in sales?

1. Exaggerating product features

2. Honesty and integrity

3. Avoiding customer feedback

11 / 100

How can a leader motivate their sales team?

1. By recognizing achievements

2. By limiting incentives

3. By enforcing strict rules

12 / 100

Which of these metrics measures sales efficiency?

1. Revenue per salesperson

2. Marketing reach

3. Employee turnover rate

13 / 100

What is a common metric for global sales performance?
- A.
- B.
- C.

1. Customer acquisition costs

2. Product design costs

3. Office rental expenses

14 / 100

How does CRM integration benefit sales teams?

1. By automating employee reviews

2. By centralizing customer information

3. By reducing communication

15 / 100

What is the purpose of a sales pipeline?

1. To forecast sales revenue

2. To automate customer service

3. To increase product inventory

16 / 100

What is a benefit of integrating AI into sales processes?
- A.
- B.
- C.

1. Enhancing decision-making with data insights

2. Reducing the need for training

3. Eliminating human involvement

17 / 100

What is the first step in implementing a CRM strategy?

1. Selecting a CRM platform

2. Training the sales team

3. Assessing current CRM capabilities

18 / 100

What is the primary responsibility of a sales leader?

1. Setting and communicating clear goals

2. Designing marketing strategies

3. Managing inventory levels

19 / 100

Which sales strategy focuses on repeat business?

1. Relationship selling

2. Transactional selling

3. Discount-based selling

20 / 100

What is the focus of a value-based selling strategy?

1. Highlighting the benefits for the customer

2. Reducing product costs

3. Increasing sales team size

21 / 100

Which of the following is a key principle of relationship selling?

1. Short-term profits

2. Building long-term customer trust

3. Maximizing product prices

22 / 100

Why is transparency important in sales compliance?
- A.
- B.
- C.

1. To hide operational weaknesses

2. To build customer trust

3. To reduce product quality

23 / 100

What is the primary goal of key account management?

1. Increasing product variety

2. Strengthening partnerships with major clients

3. Reducing sales team size

24 / 100

What is the key to successful CRM adoption?

1. Advanced software features

2. Employee training

3. Complex integration processes

25 / 100

Why is ethical leadership vital in sales?

1. To cut costs

2. To build long-term trust and loyalty

3. To avoid customer interaction

26 / 100

What is the purpose of CRM automation?

1. To reduce customer touchpoints

2. To eliminate sales reporting

3. To streamline repetitive tasks

27 / 100

What is the purpose of lead scoring?

1. Prioritizing leads based on their potential value

2. Tracking daily sales activities

3. Managing team schedules

28 / 100

What is essential for managing global sales teams?
- A.
- B.
- C.

1. Cultural sensitivity training

2. Using only local talent

3. Standardizing all communication

29 / 100

How can teams manage cultural differences effectively?
- A.
- B.
- C.

1. Ignoring them

2. Cultural sensitivity training

3. Standardizing processes globally

30 / 100

What does customer lifetime value (CLV) help determine?

1. The total profit a customer brings over their relationship

2. The annual marketing budget

3. The cost of acquiring new customers

31 / 100

What does AI-driven predictive analytics do?
- A.
- B.
- C.

1. Automates email responses

2. Forecasts future trends

3. Creates marketing materials

32 / 100

What is a common KPI for measuring CRM effectiveness?

1. Sales team size

2. Customer retention rate

3. Marketing budget

33 / 100

What is a characteristic of high-context cultures?

1. Direct communication

2. Implicit communication

3. Focus on individuality

34 / 100

What is the focus of social CRM?

1. Managing customer data

2. Engaging customers on social media

3. Automating financial transactions

35 / 100

What is the role of KPIs in sales?
- A.
- B.
- C.

1. Distracting teams from goals

2. Measuring performance

3. Increasing operational costs

36 / 100

How does CRM improve customer retention?

1. By predicting customer needs

2. By reducing costs

3. By eliminating competitors

37 / 100

How does lead scoring benefit sales teams?

1. By automating follow-ups

2. By reducing the number of leads

3. By prioritizing high-value leads

38 / 100

How does CRM support customer segmentation?

1. By analyzing customer behavior and demographics

2. By reducing the number of leads

3. By standardizing communication

39 / 100

What is essential for risk management in sales?

1. Ignoring market dynamics

2. Developing risk mitigation plans

3. Eliminating all customer complaints

40 / 100

What is a primary benefit of upselling?

1. Increasing the average order value

2. Simplifying the sales pitch

3. Reducing customer inquiries

41 / 100

What is a KPI for CRM success?

1. Customer satisfaction score

2. Sales team size

3. IT budget allocation

42 / 100

Which of these is a direct sales strategy?

1. Cold calling

2. Digital advertising

3. Public relations campaigns

43 / 100

43. What is the primary role of a strategic sales leader?

1. Managing daily operations

2. Aligning sales strategies with business objectives

3. Handling customer complaints

44 / 100

Which tool helps visualize sales performance data?

1. CRM dashboards

2. Email marketing software

3. Basic spreadsheets

45 / 100

What is a critical element of global sales compliance?

1. Avoiding cultural differences

2. Adhering to local laws

3. Standardizing pricing

46 / 100

What is a benefit of cross-selling?

1. Increased average transaction value

2. Reduced marketing budgets

3. Simplified product catalog

47 / 100

What is a feature of servant leadership in sales?

1. Prioritizing personal goals

2. Empowering team members

3. Ignoring feedback

48 / 100

What is a benefit of data governance?

1. Enhanced decision-making

2. Avoiding customer interactions

3. Reducing data quality

49 / 100

What is the main purpose of a sales funnel?

1. To organize leads

2. To track sales performance

3. To visualize the customer journey

50 / 100

How does CRM improve customer satisfaction?

1. By simplifying marketing efforts

2. By reducing employee costs

3. By personalizing interactions

51 / 100

How does emotional intelligence benefit sales leaders?

1. Enhances team relationships

2. Reduces conflict resolution efforts

3. Simplifies goal setting

52 / 100

Which tool helps track sales activities?

1. CRM dashboards

2. Social media analytics

3. Word processing software

53 / 100

How does a sales leader build a high-performing team?

1. By fostering collaboration

2. By assigning repetitive tasks

3. By minimizing team interactions

54 / 100

What type of culture relies heavily on implicit communication?

1. High-context cultures

2. Low-context cultures

3. Individualistic cultures

55 / 100

What is the main challenge in CRM implementation?

1. High upfront costs

2. Lack of customer data

3. Employee resistance to change

56 / 100

Which factor is most critical in B2B sales?

1. Price negotiations

2. Building long-term relationships

3. Social media advertising

57 / 100

Which of the following is a benefit of key account management?

1. Higher customer retention

2. Reduced need for marketing

3. Simplified supply chain

58 / 100

How does storytelling enhance sales presentations?
- A.
- B.
- C.

1. By creating emotional connections

2. By limiting technical details

3. By speeding up the process

59 / 100

What is the primary role of a sales manager?

1. Supervising the sales team

2. Developing marketing strategies

3. Designing company policies

60 / 100

What is a key consideration when entering global markets?

1. Ignoring cultural differences

2. Standardizing all processes

3. Understanding market entry barriers

61 / 100

What is a core principle of solution selling?

1. Understanding customer pain points

2. Reducing product prices

3. Simplifying sales pitches

62 / 100

What is a key objective of sales forecasting?

1. To predict future sales trends

2. To determine team salaries

3. To allocate marketing budgets

63 / 100

Which law impacts global sales compliance?

1. Foreign Corrupt Practices Act (FCPA)

2. GDPR

3. Both A and B

64 / 100

What is critical for effective sales coaching?

1. Regular feedback

2. Advanced technical skills

3. Avoiding team communication

65 / 100

Which tool helps sales teams manage customer data efficiently?

1. CRM systems

2. Spreadsheets

3. Social media platforms

66 / 100

What is an example of unethical sales behavior?
- A.
- B.
- C. Providing clear pricing details

1. Respecting customer privacy

2. Misrepresenting product features

3. Providing clear pricing details

67 / 100

What is the role of transformational leadership in sales?

1. Inspiring and motivating the team

2. Delegating all tasks to the team

3. Enforcing rigid processes

68 / 100

How does social CRM differ from traditional CRM?

1. Focuses on engaging customers through social media platforms

2. Reduces data collection efforts

3. Prioritizes internal communication

69 / 100

Which CRM feature enhances sales forecasting?
- A.
- B.
- C.

1. Predictive analytics

2. Email templates

3. Basic reporting tools

70 / 100

Which strategy involves collaborating with local firms to share resources?

1. Exporting

2. Joint Ventures

3. Franchising

71 / 100

What does a 360-degree customer view include?
- A.
- B.
- C.

1. Detailed insights into customer interactions

2. Marketing campaign success rates

3. Employee satisfaction scores

72 / 100

Which AI application enhances customer engagement?

1. Virtual assistants

2. Spreadsheets

3. Manual reporting

73 / 100

What is a primary responsibility of a sales leader?

1. Setting clear goals

2. Handling administrative tasks

3. Avoiding risks

74 / 100

How do sales analytics tools improve decision-making?

1. By providing data-driven insights

2. By automating customer calls

3. By reducing data collection

75 / 100

In the context of sales, what does PESTEL analysis evaluate?

1. Internal strengths and weaknesses

2. External environmental factors

3. Customer feedback

76 / 100

What is essential for maintaining sales data integrity?

1. Minimal documentation

2. Allowing open access to all data

3. Regular audits

77 / 100

Which of the following is an emerging CRM technology?

1. Internet of Things (IoT) integration

2. Manual data entry

3. Traditional phone surveys

78 / 100

Which ethical principle protects customer data?

1. Data minimization

2. Maximizing profit

3. Ignoring privacy laws

79 / 100

Which metric is used to measure sales efficiency?

1. Customer complaints

2. Marketing spend

3. Revenue per salesperson

80 / 100

Which CRM tool helps track customer interactions?

1. Social media posts

2. Lead generation forms

3. Activity history

81 / 100

What is the main benefit of a 360-degree customer view?

1. Comprehensive understanding of customer interactions

2. Simplified team reporting

3. Reduced need for marketing

82 / 100

Which KPI is crucial for evaluating CRM performance?

1. Marketing budget

2. Employee turnover rate

3. Customer retention rate

83 / 100

What is the key challenge of CRM implementation?

1. Employee resistance

2. High training costs

3. Limited software options

84 / 100

Why is active listening important for leaders?

1. To understand team challenges

2. To reduce communication

3. To focus on their own goals

85 / 100

What is a benefit of sales automation tools?

1. Increased administrative tasks

2. Enhanced data accuracy

3. Reduced team collaboration

86 / 100

What is the purpose of consultative selling?

1. Building customer trust

2. Increasing transaction speed

3. Reducing customer engagement

87 / 100

Which leadership style emphasizes flexibility?

1. Adaptive leadership

2. Authoritarian leadership

3. Servant leadership

88 / 100

Which leadership model emphasizes trust and innovation?

1. Transformational Leadership

2. Situational Leadership

3. Servant Leadership

89 / 100

What does predictive analytics in CRM help with?

1. Tracking past sales performance

2. Forecasting customer behavior

3. Managing inventory

90 / 100

Which framework helps resolve ethical dilemmas?

1. Utilitarian approach

2. SWOT analysis

3. PESTEL analysis

91 / 100

What is a significant advantage of consultative selling?

1. Focus on customer needs

2. Quicker sales cycles

3. Reduced training requirements

92 / 100

What is a defining characteristic of transformational leadership?

1. Inspiring team innovation

2. Micromanaging tasks

3. Prioritizing cost-cutting

93 / 100

Which decision-making tool is used to assess strengths, weaknesses, opportunities, and threats?

1. SWOT Analysis

2. Decision Matrix

3. PESTEL Analysis

94 / 100

What is the purpose of prescriptive analytics in sales?
- A.
- B.
- C.

1. Identifying past errors

2. Storing sales data

3. Providing actionable recommendations

95 / 100

Which skill is critical for effective sales coaching?

1. Strict rule enforcement

2. Advanced technical knowledge

3. Active listening

96 / 100

Which technique is commonly used in upselling?

1. Suggesting premium options

2. Offering discounts

3. Reducing product variety

97 / 100

Which feature of CRM supports sales forecasting?

1. Data analytics

2. Email templates

3. Calendar scheduling

98 / 100

Which quality is essential for a sales leader?

1. Empathy

2. Financial acumen

3. Product knowledge

99 / 100

What is the purpose of CRM analytics?

1. To forecast customer trends

2. To replace human decision-making

3. To develop product prototypes

100 / 100

What is a common ethical dilemma in sales?

1. Overstaffing

2. Conflicts of interest

3. Ignoring market trends

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