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Question
Charles Lin has just been hired by Frederick Company to replace a sales representative who is retiring after 40 years with the company. The older representative is training Charles on procedures and customers in his territory for three weeks before he retires, and Charles knows this is a huge opportunity to learn about the prospect base. When Charles asks which CRM system the company uses, the older representative says, "Everyone else here uses some computer program called Salesforce, but I won't touch it. I know my customers like the back of my hand! I never needed to write anything down."Charles is concerned. He used Salesforce in college and knows how vital it is to have customer information, sales records, preferences, and conversations recorded. He talks to the sales manager, who tells him the representative's sales were decent, and all his invoices came in, so they left him alone and never forced him to use the CRM system.
What will be the most likely outcome for Charles due to the retiring representative's lack of record-keeping?
A) Charles' sales will track way behind those of the retiring representative, and he will be docked pay and denied promotions.
B) Since Charles is starting from almost scratch developing a prospect and customer base, he will lose some current customers because he does not know about them.
C) Charles will be unlikely to develop sales presentation skills because of the time required to track referrals.
D) Since Charles does not need any information from the retiring representative, he will conduct more cold calls and develop a larger base of qualified customers.
E) Charles will continue maintaining the retiring representative's accounts as usual without any changes in strategy or implementation.
Answer
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