BUSN258 Customer Relations (DeVry) Final Exam Review 2025 (Qns & Ans)

BUSN258

Customer Relations

Final Exam Review (Qns & Ans)

2025



1. What is the primary objective of customer relationship
management (CRM)?
A. To track inventory levels
B. To strengthen customer loyalty and improve retention
C. To manage employee productivity
D. To conduct competitor analysis
ANS: B. To strengthen customer loyalty and improve
retention


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, Rationale: CRM systems focus on managing customer
interactions to build loyalty and ensure long-term relationships.


2. Which metric is commonly used to measure customer
satisfaction?
A. Net Profit Margin
B. Customer Satisfaction Score (CSAT)
C. Employee Retention Rate
D. Sales Conversion Rate
ANS: B. Customer Satisfaction Score (CSAT)
Rationale: CSAT measures how satisfied customers are with
a product, service, or experience.


3. In which stage of the customer lifecycle is cross-selling most
effective?
A. Acquisition
B. Retention
C. Advocacy
D. Expansion
ANS: D. Expansion



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, Rationale: During the expansion phase, businesses can
leverage existing relationships to cross-sell additional products or
services.


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Fill-in-the-Blank Questions


4. In customer service, _______ refers to the ability to empathize
with a customer’s situation and provide personalized support.
ANS: Emotional intelligence
Rationale: Emotional intelligence allows representatives to
connect with customers and understand their needs.


5. The Net Promoter Score (NPS) is used to measure a
customer’s likelihood of _______ a product or service.
ANS: Recommending
Rationale: NPS indicates how likely customers are to
recommend a company to others, reflecting their loyalty.


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