D099 Study Guide Questions Answer Key 2025 Latest Version.

D099 Study Guide Questions Module 1 Q1: Discuss the 4 key objectives of a sales department, giving an example for each. Generate customers and converting sales-trying to get a better conversion rate. Retaining current customers- keeping good customer loyalty is key to a successful business. Developing a sales forecast- they’re responsible for determining how much product can be sold during a specific period. Ensuring product-market fit- ensuring the product is meeting a need for customers. Q2: Define Customer Relationship Management (CRM). Identify a few goals of CRM. CRM systems that capture data about customers, also help marketers and salespeople better manage customer relationships and meet their customer’s needs. Capture new leads and move them through the sales process, support and manage relationships with current customers to maximize the lifetime value of those relationships to the company, boost productivity and lower the overall costs of marketing, sales, and account management. Q3: What are the four elements that make up ethical behavior within an organization? A written code of ethics and standards Ethics training for executives, managers, and employees Availability of advice on ethical situations A system for confidential reporting Q4: What is the relationship between sales and marketing? They have the same goal of moving prospective customers through the purchasing process successfully. Marketing attracts prospective customers to the business while sales attempt to convert these prospects into paying customers. Q5: Describe the buyer’s journey. The process that customers follow when preparing to purchase a product or service. Q6: Identify differences between Transactional, and Relationship selling. Transactional focuses on short-term, single transactions, while Relationship focuses on long-term relationship building to keep customers satisfied and consequently convince them to return and make multiple purchases. Q7: How does the Social Style Matrix help in Adaptive selling? It describes how people behave so that you can adjust and adapt your selling style accordingly. Q8: Define Customer lifetime value (CLV). How is CLV calculated? CLV- a prediction of the net profit attributed to the entire future relationship with a customer. The CLV= dollar value of purchases * gross profit percent * number of purchases Q9: When a Business sells at a no loss no profit, e.g., a company invests $20/- in making a product and then sells it to customers at $20/-, what is the Return on Investment (ROI)? $0 Module 2 Q1: Identify 5 points of differences between B2B and B2C markets. B2B- few potential customers, larger purchases, longer selling cycle, multiple influencers and decisionmakers, more difficult to identify those influencers and decision-makers. B2C- many customers, small purchases, shorter se