Preview Questions Customer Relationship Manager | Role Specific Skill

Question 1: What is the best approach to handling multilingual customers?

Which action should you take?

Choose only one option

Hire multilingual staff

Rely on English as the default

Use translation tools

Limit service to one language

Question 2: What is the best way to handle a complaint about a long wait time for food during a busy service period?

Which action should you take?

Choose only one option

Offer a quick discount without addressing the underlying issue or delay

Ignore the complaint as it is a common occurrence during busy periods

Apologize for the delay, offer a sincere explanation, and offer compensation or alternative solutions if necessary

Explain that the delay was due to kitchen staff being overworked, without offering compensation

Question 3: How should data from multiple touchpoints be integrated into a CRM system?

Which action should you take?

Choose only one option

Sync touchpoints manually

Utilize third-party tools

Link all interactions centrally

Automate data aggregation

Question 4: How can a CRM create an emotional connection with customers in the food and beverage sector?

Which action should you take?

Choose only one option

By providing consistent, high-quality products without focusing on customer relationships

By using generic advertising techniques to attract as many customers as possible without building connections

By offering personalized experiences, creating memorable moments, and fostering brand loyalty

By focusing solely on providing promotions and discounts without considering emotional aspects

Question 5: How does a CRM manage customer expectations during the complaint resolution process?

Which action should you take?

Choose only one option

By clearly communicating timelines, setting realistic expectations, and ensuring timely follow-up

By making promises to resolve the issue immediately, regardless of feasibility

By ignoring the customer's timeline and prioritizing other customers' needs

By downplaying the issue and telling the customer it's not a big problem

Question 6: How can a CRM system be used to create and manage targeted promotional campaigns in the food and beverage industry?

Which action should you take?

Choose only one option

By analyzing customer data to create specific, personalized offers that align with individual customer preferences

By sending mass promotions without considering customer segmentation

By focusing only on pricing discounts and ignoring other promotional strategies

By sending identical promotions to all customers, without tailoring them to any specific needs