1. In the context of sales management, what is the primary purpose of CRM systems? a) To monitor employee performance b) To manage customer relationships c) To cut down operational costs d) To increase product quality Answer: b) To manage customer relationships Rationale: CRM systems are designed to manage and maintain customer relationships, track sales leads, marketing, and pipeline, and deliver actionable data. 2. Which of the following best describes 'sales force automation'? a) Automation of manual and administrative tasks of sales b) Automated feedback collection from customers c) Software that replaces the sales team d) Automated data analysis tools Answer: a) Automatio