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Chapter 9 Quiz - Chapter 9 Quiz Question 1(1 point What is...

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Chapter 9 Quiz Question 1    (1 point) What is predictive dialing?  Student response: Percent Value Student Response Answer Choices 100.0% a. Automatically dials outbound calls and  when someone answers, the call is  forwarded to an available agent 0.0% b. Directs customers to use touch-tone  phones or keywords to navigate or provide  information 0.0% c. A phone switch routes inbound calls to  available agents 0.0% d. None of the above Score: 1 / 1   Question 2    (1 point) Which of the following is not one of the CRM business drivers?  Student response: Percent Value Student Response Answer Choices 0.0% 0.0% 100.0% 0.0% Score: 1 / 1   Question 3    (1 point) What is McDonald's performing when it asks its customers if they would like to super-size their meals?  Student response: Percent Value Student Response Answer Choices 0.0% 0.0% 100.0% 0.0%
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Score: 1 / 1   Question 4    (1 point) Which of the following was one of the first CRM components built to address the issues that sales representatives  were struggling with the overwhelming amount of customer account information they were required to maintain and  track?  Student response: Percent Value Student Response Answer Choices 0.0% 0.0% 0.0% 100.0% Score: 1 / 1   Question 5    (1 point) Which question below represents a CRM analyzing technology question?  Student response: Percent Value Student Response Answer Choices 100.0% a. Why did sales not meet forecasts?
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