CRM - Introduction Quiz - Quiz & Trivia

1. The Customer Concern Incidents (CCI) process, allows customer concerns or complaints to be monitored and acted upon within the contact process of CRM.

True

False

2. CRM records can be associated with one another.

True

False

3. 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.

True

False

4. There are a number of icons which can be displayed against a customer record. From the ones below select the icon for Sales Opportunity.

5. What does CRM stand for?

Customer Relationship Management

Customer Retail Management

Consumer Retail Management

Consumer Relationship Management

6. 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.

True

False

7. The Surname field is always a mandatory field when creating a customer on Pinnacle.

True

False

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.

9. Pinnacle can be made to receive incoming sms from your customers which can be added to contact history and acted upon.

True

False

10. Where would you go to look at a customers previous sales contacts with the business?

Enquiry > Associations

Enquiry > Service Details > Service History

Enquiry > Main > Contact History

Enquiry > Additional > Other Information

11. Deposits can be taken against a CRM record and allocated to a vehicle customer order once the order has been raised.

True

False

12. Test drive forms are available for print in both CRM and Showroom.

True

False

13. If a social media icon is displayed in colour within the customer enquiry screen and you click on it what will happen?

A message is posted on the online space for that social media site

You send an email to the user asking for a `like`

You will connect to the users page which is attached to that social media button

You will be taken to the dealership page on that social media site

14. 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?

Content

Recommended

Warning

Mandatory

Submit

15. In which tab on the customer record can a test drive be added?

Vehicles

Contact

Desired Vehicle

Service Details

16. Select 2 ways in which a sales opportunity can be closed:

It will close automatically after month end

When flagging a lost sale

Creating a workshop booking against a customer

When creating/raising a vehicle customer order

Submit

17. 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?

Sales Reports > Management > Money Made

Sales Reports > Activities > Sales Statistics

Sales Reports > Management > Spend Analysis

Sales Reports > Management > Contact Report

18. Select the two answers which are correct for the relationship between the customer record and the vehicle record.

A customer can have as many vehicle records as required

A vehicle can only be linked to a single customer record

A vehicle can be linked to up to 3 customer records

A customer can only have 1 current vehicle record

Submit

19. Tick all the below options which you would use the desired vehicle screen for.

The customer has attended site and explained that he has a friend who is interested in a particular vehicle

Submit

20. What does the service visitors button within a single salesman's contact diary do?

Shows customers due to visit the service department for on the date selected

Shows customers due to visit the service department where you are the future contact, on the date selected

Shows customers due to visit the service department with any future sales contact, on the date selected

Shows customers due to visit the sales department who have recently had a service, on the date selected

CRM - Introduction Quiz

1. The Customer Concern Incidents (CCI) process, allows customer concerns or complaints to be monitored and acted upon within the contact process of CRM.

2.

What first name or nickname would you like us to use?

2. CRM records can be associated with one another.

3. 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.

4. There are a number of icons which can be displayed against a customer record. From the ones below select the icon for Sales Opportunity.

5. What does CRM stand for?

6. 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.

7. The Surname field is always a mandatory field when creating a customer on Pinnacle.

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.

9. Pinnacle can be made to receive incoming sms from your customers which can be added to contact history and acted upon.

10. Where would you go to look at a customers previous sales contacts with the business?

11. Deposits can be taken against a CRM record and allocated to a vehicle customer order once the order has been raised.

12. Test drive forms are available for print in both CRM and Showroom.

13. If a social media icon is displayed in colour within the customer enquiry screen and you click on it what will happen?

14. 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?

15. In which tab on the customer record can a test drive be added?

16. Select 2 ways in which a sales opportunity can be closed:

17. 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?

18. Select the two answers which are correct for the relationship between the customer record and the vehicle record.

19. Tick all the below options which you would use the desired vehicle screen for.

20. What does the service visitors button within a single salesman's contact diary do?