CRM - Introduction Quiz
This is a test to allow you to show us how much basic knowledge you have of the CRM module.
- 1.
What does CRM stand for?
- A.
Customer Relationship Management
- B.
Customer Retail Management
- C.
Consumer Retail Management
- D.
Consumer Relationship Management
Correct Answer
A. Customer Relationship Management -
- 2.
Select the two answers which are correct for the relationship between the customer record and the vehicle record.
- A.
A customer can have as many vehicle records as required
- B.
A vehicle can only be linked to a single customer record
- C.
A vehicle can be linked to up to 3 customer records
- D.
A customer can only have 1 current vehicle record
Correct Answer(s)
A. A customer can have as many vehicle records as required
C. A vehicle can be linked to up to 3 customer records -
- 3.
Tick all the below options which you would use the desired vehicle screen for.
- A.
The customer is interested in a vehicle which is not currently held in stock but which could be sourced externally on their behalf
- B.
The customer is interested in a vehicle which is not yet available to order from a manufacturer – possibly coinciding with the announcement of a new model or specification by the manufacturer
- C.
The customer has attended site and explained that he has a friend who is interested in a particular vehicle
- D.
The customer has enquired on a stock vehicle but is unwilling to sufficiently commit to the purchase to warrant the raising of a quote or customer order
Correct Answer(s)
A. The customer is interested in a vehicle which is not currently held in stock but which could be sourced externally on their behalf
B. The customer is interested in a vehicle which is not yet available to order from a manufacturer – possibly coinciding with the announcement of a new model or specification by the manufacturer
D. The customer has enquired on a stock vehicle but is unwilling to sufficiently commit to the purchase to warrant the raising of a quote or customer order -
- 4.
If a social media icon is displayed in colour within the customer enquiry screen and you click on it what will happen?
- A.
A message is posted on the online space for that social media site
- B.
You send an email to the user asking for a `like`
- C.
You will connect to the users page which is attached to that social media button
- D.
You will be taken to the dealership page on that social media site
Correct Answer
C. You will connect to the users page which is attached to that social media button -
- 5.
What does the service visitors button within a single salesman's contact diary do?
- A.
Shows customers due to visit the service department for on the date selected
- B.
Shows customers due to visit the service department where you are the future contact, on the date selected
- C.
Shows customers due to visit the service department with any future sales contact, on the date selected
- D.
Shows customers due to visit the sales department who have recently had a service, on the date selected
Correct Answer
B. Shows customers due to visit the service department where you are the future contact, on the date selected -
- 6.
There is an option to link your Pinnacle Diary to your Outlook Diary which syncs Pinnacle sales activity and Outlook events and maintains a combined diary in both systems.
- A.
True
- B.
False
Correct Answer
A. True -
- 7.
The Customer Concern Incidents (CCI) process, allows customer concerns or complaints to be monitored and acted upon within the contact process of CRM.
- A.
True
- B.
False
Correct Answer
A. True -
- 8.
There are a number of icons which can be displayed against a customer record. From the ones below select the icon for Parts Customer Order.
- A.
![CRM - Introduction Quiz - Quiz]()
- B.
![CRM - Introduction Quiz - Quiz]()
- C.
![CRM - Introduction Quiz - Quiz]()
- D.
![CRM - Introduction Quiz - Quiz]()
Correct Answer
D. -
- 9.
The additional tab within a customer enquiry is where you would expect to find details on other addresses or information such as ID number, VAT number etc.
- A.
True
- B.
False
Correct Answer
A. True -
- 10.
If I wanted to know which one of my customers had spent the most with me in a year which CRM report would I use?
- A.
Sales Reports > Management > Money Made
- B.
Sales Reports > Activities > Sales Statistics
- C.
Sales Reports > Management > Spend Analysis
- D.
Sales Reports > Management > Contact Report
Correct Answer
C. Sales Reports > Management > Spend Analysis -
- 11.
Where would you go to look at a customers previous sales contacts with the business?
- A.
Enquiry > Associations
- B.
Enquiry > Service Details > Service History
- C.
Enquiry > Main > Contact History
- D.
Enquiry > Additional > Other Information
Correct Answer
C. Enquiry > Main > Contact History -
- 12.
Pinnacle can be made to receive incoming sms from your customers which can be added to contact history and acted upon.
- A.
True
- B.
False
Correct Answer
A. True -
- 13.
To ensure that a minimum level of customer detail is collected when you create a customer, certain fields can be set to use Customer Validation. Which two types of validation are available?
- A.
Content
- B.
Recommended
- C.
Warning
- D.
Mandatory
Correct Answer(s)
B. Recommended
D. Mandatory -
- 14.
There are a number of icons which can be displayed against a customer record. From the ones below select the icon for Sales Opportunity.
- A.
![CRM - Introduction Quiz - Quiz]()
- B.
![CRM - Introduction Quiz - Quiz]()
- C.
![CRM - Introduction Quiz - Quiz]()
- D.
![CRM - Introduction Quiz - Quiz]()
Correct Answer
C. -
- 15.
Select 2 ways in which a sales opportunity can be closed:
- A.
It will close automatically after month end
- B.
When flagging a lost sale
- C.
Creating a workshop booking against a customer
- D.
When creating/raising a vehicle customer order
Correct Answer(s)
B. When flagging a lost sale
D. When creating/raising a vehicle customer order -
- 16.
Deposits can be taken against a CRM record and allocated to a vehicle customer order once the order has been raised.
- A.
True
- B.
False
Correct Answer
A. True -
- 17.
Test drive forms are available for print in both CRM and Showroom.
- A.
True
- B.
False
Correct Answer
A. True -
- 18.
CRM records can be associated with one another.
- A.
True
- B.
False
Correct Answer
A. True -
- 19.
In which tab on the customer record can a test drive be added?
- A.
Vehicles
- B.
Contact
- C.
Desired Vehicle
- D.
Service Details
Correct Answer
C. Desired Vehicle -
- 20.
The Surname field is always a mandatory field when creating a customer on Pinnacle.
- A.
True
- B.
False
Correct Answer
A. True -
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Current Version
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Aug 27, 2019Quiz Edited by
ProProfs Editorial Team -
Nov 12, 2015Quiz Created by
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