Retail New Hire Training Quiz

The correct answer is "Everytime." This means that you log your interactions with a current or potential customer every time, regardless of whether they are a current customer or not. It suggests that keeping a record of all interactions is important for maintaining a comprehensive and organized customer database.

The statement "Your notes are only viewed by you" is false. This implies that other people can also view your notes, which contradicts the idea that notes are meant to be private and only accessible to the person who created them.

When working on a Test Drive, the activity that is used is a Service Activity. This is because a Test Drive is a part of the service provided by a dealership or automotive service center. During a Test Drive, a customer gets to experience the vehicle firsthand and evaluate its performance. Therefore, a Service Activity is the most appropriate option as it encompasses all the necessary steps and tasks involved in organizing and conducting a Test Drive for a customer.

A service activity is used for managing and organizing tasks related to test drives and retention calls. This activity helps in scheduling and tracking test drives, ensuring that they are conducted smoothly and efficiently. It also aids in managing and following up on retention calls, which are made to existing customers to ensure their satisfaction and loyalty. By using a service activity, businesses can effectively manage these important activities and improve customer engagement and retention.

Views are created in CRM to help users manage their accounts, activities, and other information. These views provide a customized display of data that allows users to easily navigate and organize their information. By utilizing views, users can efficiently access and analyze the data stored in their CRM system, improving their overall productivity and effectiveness in managing their accounts and activities. Therefore, the statement that views are created to help manage accounts and activities in CRM is true.

The correct answer is Service Activities & Appointments. This answer suggests that there are two activities that are typically scheduled on a calendar: service activities and appointments. Service activities could refer to tasks or events related to providing a service, while appointments are specific meetings or commitments that are scheduled in advance. This answer implies that these two activities are commonly used to mark time on a calendar.

The correct answer is when you fill out the survey and mark it as a testimonial. This implies that the CRM system allows customers to provide feedback through surveys, and if they choose to mark their response as a testimonial, it is then generated as a testimonial in the CRM. This suggests that the CRM system has a feature that enables customers to easily submit their feedback and testimonials, making it a convenient and efficient process for both the customers and the company.

When working on an activity, it is not necessary to create your own subject line. The subject line is typically used in email communication to provide a brief summary or description of the content of the message. However, when working on an activity, such as a task or project, the subject line may already be provided or can be generated automatically based on the activity's title or description. Therefore, it is not a requirement to create your own subject line when working on an activity.

When you have a new potential customer that is not in the system, you must first create a lead record. A lead record is used to capture information about a potential customer who has shown interest in your product or service but has not yet been converted into a paying customer. By creating a lead record, you can track and manage the interactions and activities related to this potential customer, such as their contact information, communication history, and any sales opportunities associated with them. This allows you to effectively nurture and convert leads into customers.

When you convert your lead record correctly, the system creates an account, a contact, and an opportunity. This means that the lead is converted into a potential customer account, a contact associated with that account, and an opportunity to make a sale or do business with the converted lead.

The statement is false because the primary contact and the web contact do not mean the same thing. The primary contact refers to the main point of contact for a particular matter or organization, which can be a person or a department. On the other hand, the web contact specifically refers to the contact information provided on a website for individuals to reach out electronically. These two terms have distinct meanings and should not be used interchangeably.

When working within an account, it is recommended to have only one opportunity per account. This is because having multiple opportunities for the same account can lead to confusion and inefficiency in managing and tracking the sales process. By having one opportunity per account, it allows for better organization and focus on nurturing and closing the deal for that specific account.

When holding an appointment or service activity, it is important to have tabs open for your activity, account, and opportunity. This allows you to have a comprehensive view of the entire context surrounding the appointment or service. By having access to your activity, you can track the details and progress of the appointment. The account tab provides information about the customer or client you are meeting with, including their history and any relevant details. Lastly, the opportunity tab allows you to see any potential sales or business opportunities associated with the appointment, helping you make informed decisions and maximize the value of the interaction.

Working the tabs from right to left after converting a lead is recommended for efficiency. This approach allows you to focus on the most recent and relevant information first, ensuring that you prioritize your tasks effectively. By starting from the right, you can quickly address any urgent or time-sensitive matters before moving on to less critical tasks. This method helps streamline your workflow and ensures that you make the most efficient use of your time and resources.

If you speak to the customer during a retention call, it is important to update your activity as complete, regardless of whether or not you were able to achieve the goals of the call. This is because the act of speaking to the customer is considered a significant step in the retention process, and it is important to document this interaction for record-keeping and tracking purposes. Even if the call did not result in successfully retaining the customer, it is still necessary to mark it as complete to accurately reflect the actions taken during the retention process.

The field in an activity that provides a snapshot of what the activity is about is the Activity Category. This field helps to classify and categorize the activity based on its main focus or purpose. It gives a brief overview or description of the activity, allowing users to quickly understand the nature of the activity without going into too much detail.

The correct answer is "All open activities owned by the person logged into CRM." When you open CRM, the system defaults to the My Workplace Activities page, which displays all the open activities that are owned by the person who is logged into CRM. This means that the page will only show the activities that are currently open and assigned to the logged-in user, providing a convenient overview of their tasks and responsibilities.

When doing a presentation with a potential customer, an appointment is typically used. This allows both parties to schedule a specific time and date to meet and discuss the product or service being offered. An appointment provides a dedicated and focused time for the presentation, ensuring that both the presenter and the potential customer can give their full attention to the discussion without any distractions. It also allows for proper preparation and planning, ensuring that all necessary materials and information are available for the presentation.

When creating an account, it is not necessary to also create a facility id. The statement suggests that both actions are required, but this is incorrect. Creating a facility id may be optional or not applicable in certain account creation processes. Therefore, the correct answer is False.

Not anyone can create a payment record in CRM. Access to create payment records is usually restricted to authorized users or specific roles within an organization. This helps maintain data integrity and prevent unauthorized or incorrect payment entries.

The Event Tracker in CRM is used to track possible attendance at future events. This feature allows users to keep a record of individuals who have expressed interest or indicated their intention to attend upcoming events. By tracking possible attendance, businesses can better plan and organize events, send reminders or follow-up communications, and analyze the level of interest or engagement from their audience.

When updating or creating a contact record, if you do not know the last name of the person, using "Dealership Name" would be the appropriate option. This is because the contact record is likely being created or updated in the context of a dealership, and using the dealership name would help identify the contact in relation to the business.

When you have a service activity, you are required to update "The Next Quarterly Call Date" each time you complete a service activity or reschedule a service activity. This is because the next quarterly call date is an important aspect of the service activity and needs to be kept up to date for proper scheduling and follow-up.

Working off of your Outlook calendar means relying solely on your Outlook calendar for managing and organizing your schedule. The statement suggests that it is necessary to do so, but the correct answer is False. This means that it is not necessary or recommended to solely rely on your Outlook calendar for managing your schedule. Other methods or tools can also be used for scheduling and organizing tasks and appointments.

When presenting an opportunity to a customer or potential customer, it is important to manage or update the product that was presented. This means keeping track of any changes, updates, or new information related to the product. By doing so, you can ensure that the customer is well-informed and up-to-date on the features, benefits, and any modifications to the product. This helps in building trust, providing accurate information, and meeting the customer's needs effectively.

When you flag an email from Outlook, it does not default to the activities on the account. This means that flagging an email does not automatically create any specific actions or tasks related to the flagged email. Therefore, the correct answer is False.

The correct answer is "Every time the customer indicates a different response than what was previously recorded." In a retention call, it is important to update the data in the Relationship Info section whenever the customer provides a different response than what was previously recorded. This ensures that the information is accurate and up-to-date, allowing for effective communication and decision-making in future interactions with the customer.

When you complete a Free Trial Service Activity and the customer is still undecided, you need to create a service activity. This is because a service activity allows you to continue engaging with the customer and addressing any concerns or questions they may have. It provides an opportunity to further demonstrate the value of the service and potentially convince the customer to make a decision. A follow-up phone call can be a part of the service activity to have a more personalized and direct conversation with the customer. Doing nothing would not be an effective approach in this situation as it may result in losing the customer's interest and potential business.

Once you have saved and completed a Service Activity, you cannot go back and update it if necessary.

Campaign Responses are used for tracking possible event attendance. This means that the responses received from a campaign can provide insights into the number of people who are interested in attending a particular event. By tracking these responses, organizers can gauge the level of interest and plan accordingly for the event, such as arranging the venue, catering, and other logistics. It helps in effectively managing and organizing events based on the expected attendance.

When you complete an assessment, the current site provider field updates on the account level as well. This means that not only does the completion of the assessment update the current site provider field, but it also updates it on the account level. In other words, the information is not only updated for the specific assessment, but it is also updated for the entire account. Therefore, the statement is true.

Account product information can be found in two locations in CRM under the account. This suggests that there are two specific areas or tabs within the CRM system where users can access and view the product information associated with an account. It is important for users to know these locations in order to efficiently manage and retrieve the necessary product details for each account.

The statement suggests that Powersports dealers are unable to add Tire brands to their account. However, the correct answer is "False," indicating that the statement is incorrect. Therefore, Powersports dealers are indeed able to add Tire brands to their account.

This statement is false because in Salesforce, you cannot bulk update the product status, forecasted amount, and forecasted status for multiple account products at once. You have to update them individually or use automation tools like Apex or Process Builder to perform bulk updates.

When you create a new service activity from an existing service activity, the description field will not carry over to the new service activity.

When processing a refund request, it is not necessary to include previous payment information found in CRM. The refund request can be processed based on other relevant information such as the customer's name, order number, or transaction details. Including previous payment information may be helpful for reference or verification purposes, but it is not a mandatory requirement for processing the refund.

The statement is false because when a customer calls in to reschedule their service activity, it does not necessarily mean that the Opportunity Result needs to be updated to reflect that it was not presented. The Opportunity Result may remain the same or be updated for other reasons, but it is not directly related to the customer rescheduling their service activity.

You can create four service activities off of an existing service activity. This means that you can further divide or subdivide the existing service activity into four separate activities.