Question

c. avoidance
d. persuasion without basis

1. a business uses crm to send personalized recommendations. what benefit is achieved?

a. less accurate data
b. weaker customer connection
c. more personalized customer experience
d. higher delivery costs

1. a company offering installation services with every purchase is demonstrating what?

a. price discounting b. product bundling c. post - sales value addition d. market testing

1. a store employee recommending related products (cases to go with phones) is an example of what?

a. upselling b. direct selling c. cross - selling d. cold selling

1. what should a salesperson do when a customer is undecided?

a. pressure the customer
b. ignore concerns
c. ask questions to identify needs
d. end the interaction

1. a customer appreciates fast service and accurate answers. which expectation was met?

a. convenience
b. entertainment
c. uncertainty
d. delayed service

1. which situation shows effective pre - sales service?

a. processing warranty claims
b. offering product demos
c. handling refunds
d. delivering items

1. a company receives many complaints but does not analyze them. what is the most likely result?

a. improved customer loyalty
b. unaddressed service issues worsen
c. more accurate feedback
d. reduced customer expectations

1. a customer leaves because the salesperson cannot explain product features. what was lacking?

a. motivation b. creativity c. product knowledge d. flexibility

Explanation:

Question 25

CRM (Customer Relationship Management) for personalized recommendations aims to enhance customer experience by tailoring suggestions. Option A is incorrect (CRM improves data accuracy), B is incorrect (personalized recs strengthen connection), D is incorrect (personalized recs don't increase delivery costs). So C is correct.

Product bundling is combining products/services. Installation with purchase is not price discount (A), post - sales value addition (C is after purchase, but installation here is part of the purchase bundle), or market testing (D). So B is correct.

Cross - selling is recommending related products. Upselling is selling a higher - end product, direct selling is direct to customer, cold selling is unsolicited. So C is correct.

Answer:

C. More personalized customer experience

Question 26