10/06/2023
TOPIC: CUSTOMER RELATIONSHIP MANAGEMENT (CRM) 1
Choose the correct response to complete each of the following sentences:
1. This new CRM system will hopefully increase our __________________. ( = sản lượng)
a) inclination b) productivity c) propensity
2. This new software will provide us with the _____ we need to help customers quickly.
a) tools b) tolls c) tails
3. By _____________ certain processes ( = việc tự động hóa), we save a lot of time.
a) automating b) automation c) automatic
4. The new CRM software will allow us to create trouble tickets for each ______ ( = vấn đề) that comes up.
a) idea b) issue c) info
5. When you ___________ an open ticket, you're following the progress of the open ticket.
a) trick b) trap c) track
6. Are the open tickets _______ by case number? No, they're ______ by date.
a) errant b) aroused c) arranged
7. To find out more about the team's performance = To gain _______ into the team's performance
a) visibility or insight b) vis-a-vis or inform c) virulence or inspect
8. To ___ a case means to send the case to someone (like a manager, boss, etc.) for review.
a) escape b) escalate c) scale
9. After you ______________ an issue ( = solve a problem), make sure you close the ticket.
a) resolve b) revoke c) respond
I need to access the CRM system from home. No problem, you can access the system ____.
a) remorsefully b) remedially c) remotely
ANSWERS:
1) b 2) a 3) a 4) b 5) c 6) c 7) a 8) b 9) a 10) c
Chú thích: escalate = xử lý leo thang (khi vấn đề vượt quá khả năng giải quyết, người nhân viên thụ lý chuyển cho nhân viên nào khác rành hơn hay thành viên cấp cao hơn trong công ty.
