Preview Questions Customer Relationship Manager | Role Specific Skill

Question 1: What is the primary goal of active listening in complaint resolution?

Which action should you take?

Choose only one option

To validate the customer's experience

To gather detailed information

To deflect potential criticism

To provide emotional support

Question 2: How can a CRM ensure timely communication of product updates to the sales team?

Which action should you take?

Choose only one option

By only informing the sales team once the product has already been sold

By using automated alerts, emails, and meetings to update the sales team on product changes

By sending occasional updates to the sales team, without a set schedule

By assuming that the sales team will find out about product updates without assistance

Question 3: How do you manage a situation where multiple customers have complaints at the same time during peak hours?

Which action should you take?

Choose only one option

By asking customers to wait until service slows down

By addressing complaints as they come, regardless of priority

By delegating tasks to the team, addressing high-priority complaints, and ensuring communication with customers

By focusing only on immediate complaints without considering the bigger picture

Question 4: How do you ensure that all customer touchpoints, from reservation to post-service follow-up, provide a cohesive and high-quality experience?

Which action should you take?

Choose only one option

By focusing only on service during the dining experience

By allowing individual employees to handle touchpoints in their own way

By standardizing processes, training staff to maintain consistency across all touchpoints, and reviewing customer feedback regularly

By ignoring pre- and post-service interactions to focus solely on the meal

Question 5: How can a CRM use technology to streamline sales coordination in a food and beverage business?

Which action should you take?

Choose only one option

By implementing an integrated CRM system that tracks customer interactions and sales performance

By relying on outdated systems and avoiding new technology to simplify the sales process

By using separate systems for each department, leading to potential data silos

By limiting technology use to basic sales tracking and not incorporating automation or AI tools

Question 6: How can a CRM use customer feedback after a complaint to improve service and prevent similar issues in the future?

Which action should you take?

Choose only one option

By offering additional promotions to the complaining customer to make up for the issue

By closing the complaint and moving forward without considering the root cause of the issue

By analyzing the complaint data to identify patterns and implementing changes to processes and training

By disregarding the feedback and assuming the complaint was an isolated incident