CIB 4203 - Chapter 14 exam questions with verified answers

CIB 4203 - Chapter 14 exam questions with verified answers *Sales-force automation (SFA) has offered technological support to salespeople and managers since the beginning of the ______.* A. 1970s B. 1980s C. 1990s D. 2000s - ANSWERS 1990s *SFA is a irregular feature of the selling landscape.* A. True B. False - ANSWERS *False* SFA is just a regular feature of the selling landscape. *This technology enables companies to collect, store, analyze, distribute and use customer-related data for sales purposes.* A. Sales-force automation B. Marketing automation C. Service automation - ANSWERS Sales-force automation Salespeople are found in a wide variety of contexts. List 2 contexts. - ANSWERS 1- In the field calling on business and institutional customers. 2- In offices, contact centres and call centres receiving incoming orders and making outbound sales calls. 3- In retail business-to-customer settings. 4- In the street selling door-to-door. The SFA ecosystem is made up of three components. What are the 3 components? - ANSWERS 1- SFA solutions providers 2- Hardware and infrastructure vendors 3- Associated service providers Define Sales Force Automation. - ANSWERS Sales Force Automation is the application of computerised technologies to support sales people and sales management in the achievement of their work-related objectives. SFA solutions providers can be classified in 3 ways. List the 3 classifications. - ANSWERS 1- SFA specialists 2- Enterprise and mid-market CRM suites that include SFA modules 3- Enterprise suite vendors that offer a full range of IT solutions to support business, including (SCM), (ERP) and (CRM) List 3 SFA specialists companies. - ANSWERS 1- Selectica 2- EzRoute 3- Salesnet 4- CallWizard 5- Selltech 6- CyberForms List 3 companies that offer SFA as part of CRM suite. - ANSWERS 1- Onyx 2- Pivota 3- S 4- SalesLogix 5- ACCPAC 6- NetCRM List 3 companies that offer SFA as part of Enterprise suite. - ANSWERS 1- Oracle (including PeopleSoft and Siebel suites) 2- SAP 3- Epicor 4- Deltek 5- Fourth Shift 6- Intentia *An examples of a SFA solutions provider is ______, which is a company that builds customized configurators.* A. Selectica B. Dell - ANSWERS Selectica *An examples of a SFA solutions provider is ______, which is a company that allows customers to build their own PCs.* A. Selectica B. Dell - ANSWERS Dell *SFA ______ includes desktop, laptop, handheld devices, and contact/call centre technology. * A. Hardware B. Software - ANSWERS Hardware *SFA ______ comprises both 'point' solutions that are designed to assist in a single area of selling or sales management, and integrated solutions that offer a range of functionality.* A. Hardware B. Software - ANSWERS Software *The services component of the SFA ecosystem is very diverse.* A. True B. False - ANSWERS True SFA project leaders might buy services from providers that ______. List 3 elements. - ANSWERS 1- Re-engineer selling processes 2- Manage projects 3- Train salespeople 4- Consult on organizational structure 5- Conduct customer portfolio analysis List 10 SFA functionalities. - ANSWERS 1- Account management 2- Activity management 3- Contact management