1|Page
D099 WGU SALES MANAGEMENT;
COMPREHENSIVE Q&A FOR GUARANTEED
SUCCESS
Customer interaction-correct-answer-Takes place at the specific customer
touchpoints at which all customers interact with or contact, directly or indirectly,
each aspect of the organization
Analysis and refinement-correct-answer-Focuses on assessing, measuring, and
evaluating the CRM process
Re-engineering processes-correct-answer-Recreating a core business process with
the goal of improving product output, quality, or reducing costs
Integrating data-correct-answer-Technical and business processes used to
combine data from disparate sources into meaningful and valuable information
Dashboards-correct-answer-The graphical representation of the data generated
by a report (or multiple reports) at a certain point in time
,2|Page
Data warehouse-correct-answer-A large store of data accumulated from a wide
range of sources within a company and used to guide management decisions
Viruses-correct-answer-A piece of code that is capable of copying itself and
typically has a detrimental effect, such as corrupting the system or destroying data
Worms-correct-answer-A type of malicious software program whose primary
function is to infect other computers while remaining active on infected systems
Trojan horses-correct-answer-A type of malicious software designed to spy on the
victim's computer to access files or to extract sensitive data
Improved efficiency-correct-answer-A CRM, apart from organizing information,
records, and reports, can automate, streamline, and monitor workflows and
activities quickly
Customer focus-correct-answer-A CRM is one of the established means of
increasing favorable customer experiences and communication, as it is capable of
,3|Page
tracking the connection of an organization with customers on all touchpoints
business website, email, mobile, live chat, tickets, and physical or online store
Data accessibility-correct-answer-Highlights information as the most valuable
strategic asset, have instruments for collecting, analyzing, and making sense of
customers' and prospects' information, so an organization can gather ideas to
enhance its services and offerings
Enhanced accountability-correct-answer-Improved workflows and communication
between teams and employees, roles can be defined and employees can
understand their responsibilities
Touchpoints-correct-answer-Any way a consumer can interact with a business,
whether it be person-to-person, through a website, an app, or any form of
communication
Geographic-correct-answer-Country, state, and zip code
Demographic-correct-answer-Age, gender, race, ethnicity, education, and income
, 4|Page
Cultural-correct-answer-Country of origin, language, religion, dietary preferences,
family structure, and social roles
Psychographic-correct-answer-Values, opinions, attitudes, and lifestyle
Behavioral-correct-answer-How they use products, what benefits they want, how
they shop or pay, and their loyalty status
One-to-one marketing-correct-answer-Creating a unique marketing mix for every
customer
Database marketing-correct-answer-A form of direct marketing using databases of
customers or potential customers to generate personalized communications in
order to promote a product or service for marketing purposes
CRM analytics-correct-answer-A systematic electronic analysis of customer data
to improve decision-making
D099 WGU SALES MANAGEMENT;
COMPREHENSIVE Q&A FOR GUARANTEED
SUCCESS
Customer interaction-correct-answer-Takes place at the specific customer
touchpoints at which all customers interact with or contact, directly or indirectly,
each aspect of the organization
Analysis and refinement-correct-answer-Focuses on assessing, measuring, and
evaluating the CRM process
Re-engineering processes-correct-answer-Recreating a core business process with
the goal of improving product output, quality, or reducing costs
Integrating data-correct-answer-Technical and business processes used to
combine data from disparate sources into meaningful and valuable information
Dashboards-correct-answer-The graphical representation of the data generated
by a report (or multiple reports) at a certain point in time
,2|Page
Data warehouse-correct-answer-A large store of data accumulated from a wide
range of sources within a company and used to guide management decisions
Viruses-correct-answer-A piece of code that is capable of copying itself and
typically has a detrimental effect, such as corrupting the system or destroying data
Worms-correct-answer-A type of malicious software program whose primary
function is to infect other computers while remaining active on infected systems
Trojan horses-correct-answer-A type of malicious software designed to spy on the
victim's computer to access files or to extract sensitive data
Improved efficiency-correct-answer-A CRM, apart from organizing information,
records, and reports, can automate, streamline, and monitor workflows and
activities quickly
Customer focus-correct-answer-A CRM is one of the established means of
increasing favorable customer experiences and communication, as it is capable of
,3|Page
tracking the connection of an organization with customers on all touchpoints
business website, email, mobile, live chat, tickets, and physical or online store
Data accessibility-correct-answer-Highlights information as the most valuable
strategic asset, have instruments for collecting, analyzing, and making sense of
customers' and prospects' information, so an organization can gather ideas to
enhance its services and offerings
Enhanced accountability-correct-answer-Improved workflows and communication
between teams and employees, roles can be defined and employees can
understand their responsibilities
Touchpoints-correct-answer-Any way a consumer can interact with a business,
whether it be person-to-person, through a website, an app, or any form of
communication
Geographic-correct-answer-Country, state, and zip code
Demographic-correct-answer-Age, gender, race, ethnicity, education, and income
, 4|Page
Cultural-correct-answer-Country of origin, language, religion, dietary preferences,
family structure, and social roles
Psychographic-correct-answer-Values, opinions, attitudes, and lifestyle
Behavioral-correct-answer-How they use products, what benefits they want, how
they shop or pay, and their loyalty status
One-to-one marketing-correct-answer-Creating a unique marketing mix for every
customer
Database marketing-correct-answer-A form of direct marketing using databases of
customers or potential customers to generate personalized communications in
order to promote a product or service for marketing purposes
CRM analytics-correct-answer-A systematic electronic analysis of customer data
to improve decision-making
