CRM MCQs 2026

Cross-functional CRM success needs

1. A departments hoarding data in silos permanently ✓
2. B marketing, sales and service sharing unified customer view ✓
3. C zero executive support ever ✓
4. D replacing all human contact with bots only always ✓

Loyalty program integrated with CRM tracks

1. A only anonymous cash buyers with no ID ever ✓
2. B points, tiers and redemption linked to purchase behavior ✓
3. C competitor purchases exclusively ✓
4. D employee salaries only ✓

CRM tactic 5: for promoters with high NPS score, the appropriate CRM-driven action is to

1. A send identical mass message ignoring segment behavior ✓
2. B send personalized upsell offer ✓
3. C delete customer record to reduce database size ✓
4. D ignore all historical interaction data ✓

CRM tactic 10: for dormant customers inactive 6 months, the appropriate CRM-driven action is to

1. A send identical mass message ignoring segment behavior ✓
2. B delete customer record to reduce database size ✓
3. C trigger win-back email with incentive ✓
4. D ignore all historical interaction data ✓

CRM tactic 21: for promoters with high NPS score, the appropriate CRM-driven action is to

1. A send identical mass message ignoring segment behavior ✓
2. B delete customer record to reduce database size ✓
3. C assign inside sales for qualification call ✓
4. D ignore all historical interaction data ✓

CRM tactic 26: for dormant customers inactive 6 months, the appropriate CRM-driven action is to

1. A send identical mass message ignoring segment behavior ✓
2. B delete customer record to reduce database size ✓
3. C ignore all historical interaction data ✓
4. D escalate service recovery with manager callback ✓

CRM tactic 35: for new leads from website form, the appropriate CRM-driven action is to

1. A request referral and case study participation ✓
2. B send identical mass message ignoring segment behavior ✓
3. C delete customer record to reduce database size ✓
4. D ignore all historical interaction data ✓

CRM ethics requires protecting

1. A selling passwords on black market ✓
2. B unlimited staff access without audit ✓
3. C posting customer records on social media ✓
4. D customer data confidentiality and secure access controls ✓

Net Promoter Score (NPS) asks likelihood to

1. A recommend company to others ✓
2. B forget the brand entirely ✓
3. C file legal complaint always ✓
4. D never purchase again as only option ✓

Personalization in CRM emails uses

1. A customer name, history and preferences dynamically ✓
2. B identical spam to entire database without relevance ✓
3. C false claims unrelated to buyer ✓
4. D competitor confidential data illegally ✓

Service ticket management in CRM ensures

1. A complaints are permanently ignored by design ✓
2. B no record of customer contact ever kept ✓
3. C automatic refund without listening to issue ✓
4. D customer issues are logged, assigned and resolved ✓

Sales force automation within CRM tracks

1. A only cafeteria menu options ✓
2. B only parking slot assignments ✓
3. C calls, meetings, pipeline stages and outcomes ✓
4. D only unrelated HR payroll for factory ✓

RFM analysis stands for

1. A Random, Fixed and Manual ✓
2. B Recency, Frequency and Monetary value ✓
3. C Retail, Factory and Marketing ✓
4. D Return, Freight and Margin ✓

Segmentation in CRM uses data to

1. A group customers for targeted communication and offers ✓
2. B treat every customer identically without data ✓
3. C delete all customer records ✓
4. D share passwords publicly ✓

Retention marketing aims to

1. A ignore current customers for new only always ✓
2. B maximize returns from one sale only ✓
3. C keep existing customers active and satisfied ✓
4. D eliminate all after-sales contact ✓

Churn rate measures

1. A new customers gained only ✓
2. B factory defect rate only ✓
3. C percentage of customers lost in a period ✓
4. D employee turnover only ✓

Customer acquisition cost (CAC) in CRM context is

1. A total sales and marketing cost to acquire a new customer ✓
2. B only warehouse rent ✓
3. C only CEO travel unrelated to sales ✓
4. D only product raw material cost per unit manufactured ✓

Lead scoring in CRM ranks prospects by

1. A random lottery assignment ✓
2. B likelihood to convert based on behavior and profile ✓
3. C alphabetical name order only ✓
4. D factory proximity only ✓

CRM software typically stores

1. A only machine calibration logs ✓
2. B only raw coal quality tests ✓
3. C only unrelated patent filings ✓
4. D customer contact history, preferences and purchase records ✓

Customer Relationship Management (CRM) focuses on

1. A managing interactions to build long-term profitable relationships ✓
2. B only one-time anonymous transactions always ✓
3. C only factory equipment maintenance ✓
4. D only competitor espionage ✓