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CRM - Users

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User Guide

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1. What is the purpose of the CRM application?
Enables the management of sales opportunities. Manages the social media relationships with your customers. Ensures all marketing leads are sent auto-email follow ups.
2. What is the purpose of sales teams in CRM?
They canvas for sales leads to turn into opportunities in CRM. They manage sales campaigns to ensure a continuous flow of opportunities. They manage the flow of opportunities through their assigned pipeline.
3. You can manually mark opportunities as lost or won. How else can this be done?
This can only be done manually. By setting the auto-outcome feature in CRM. By using the call outcome after a phone interaction with a customer.
4. If you are unable to move an opportunity to another stage manually, what could be the cause?
The customer has not given confirmation to move the opportunity. A condition on the opportunity is not yet met. The opportunity is stuck and must be move by a system administrator.
5. How do you ensure an opportunity is treated with the correct urgency?
Ensure you log internal notes in the interaction about the urgency. Ensure the opportunity is marked with the appropriate priority, medium, high or very high. Place the opportunity at the top of the stage in the pipeline.
6. What is the purpose of the probability field?
A measure of the possibility of exceeding the predicted revenue on a sale. A measure of the possibility that the sale will be successful. A measure of the possibility of future sales with the customer.
7. What would you use activities for in CRM?
To schedule meetings, reminders and follow ups on your opportunities. To set expectations with customers on what actions you will perform during the sale. To provide evidence to your supervisor of actions taken on opportunities.
8. What would you typically see in the interaction history?
The previous sales history of the customer. The number of offers made to the customer. The actions taken on and the correspondence related to the opportunity.
9. If you need to keep people informed about an opportunity, what can you do to include them?
Set a reminder on the opportunity to send them an email. Add them as followers on the opportunity. Log internal notes on the opportunity for everyone to read.
10. How would you know which activities you need to action urgently?
You need to review the reminders in your interaction history. The activities on your opportunities are marked as red or orange. Ensure your to do list is kept up-to-date on your activity follow ups.