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Customer Experience Management Training Final Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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Question 1 1. Why is there a need for a Customer Experience Director?

Question 2 2. Good customer experience management allows for _____ across platforms.

Question 3 3. Customer Experience Management is primarily focused on _____.

Question 4 4. What is a way to make customer experience management easier for your company?

Question 5 5. A _____ tracks a company's interactions with their customers and works to ensure that the customer expectations are met or exceeded.

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Question 6 6. Why do companies typically bring someone in from outside the company to be a Customer Experience Director?

Question 7 7. All of these are ways to retrieve data through CEM software EXCEPT

Question 8 8. _____ is the relationship the customer has with a company from start to finish. This includes things like retention, loyalty, and how often the customer uses a company's products or services.

Question 9 9. The following is an example of a potential buyer's consideration set:

Question 10 10. Asking others to contribute to the workshop will decrease their engagement and enjoyment.

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Question 11 11. The following is a good example of a potential psychographic question:

Question 12 12. How does knowing where consumers get their information from help in audience profiling?

Question 13 13. Which of the following is true regarding analysis modeling?

Question 14 14. This is an example of customer centric marketing:

Question 15 15. Which of the following is NOT a component of a workshop agenda?

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Question 16 16. Product centric marketing focuses on:

Question 17 17. What is included in a customer persona?

Question 18 18. Alan Cooper's first personas were created using what tactics?

Question 19 19. Which of these is a touchpoint during the awareness stage?

Question 20 20. Which is an example of a post sales support in the mapping of a customer journey?

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Question 21 21. What happens in the interest stage of the sales funnel?

Question 22 22. The names of the first three personas created by Cooper were:

Question 23 23. Which is a part of mapping the customer journey?

Question 24 24. Why is mapping the customer journey important for companies?

Question 25 25. What is the first stage of the customer loyalty loop?

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Question 26 26. Which of the following is least likely to convince a customer to make a purchase at the point of sale?

Question 27 27. What is the customer retention rate?

Question 28 28. What is a solution to help improve customer loyalty?

Question 29 29. Net Promoter Scores are based on a customer's willingness to promote you through _____.

Question 30 30. What is customer retention?

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Question 31 31. All of these are steps in the marketing funnel EXCEPT which?

Question 32 32. What is customer loyalty?

Question 33 33. Which is a strategy that would increase social media engagement by encouraging customers to post?

Question 34 34. Which of the following is the BEST example of a customer engagement manager?

Question 35 35. How can the customer experience help to boost customer engagement?

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Question 36 36. A(n) _____ creates a feeling within the customer that they are the center.

Question 37 37. Which example is a post that will grab your customers' attention and entice them to respond?

Question 38 38. A company that decides to create a Facebook page, start using online chats, and creates an email option for customer questions or concerns has begun to expand their _____; an important strategy in customer engagement marketing.

Question 39 39. _____ means that the client is connected and engaged with a company's products or servcies.

Question 40 40. The customer engagement manager will work closely with the _____ team to help hook the client and close the deal.

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Question 41 41. Which of the following is NOT one of the five assertions of internal audit?

Question 42 42. Which type of software packages are focused on taking complex, large amounts of data and providing informative analyses?

Question 43 43. Which of the following best describes why a company evaluates compliance?

Question 44 44. Which of the following is the BEST description of an internal auditor?

Question 45 45. Which of the following software packages are used for data analytics?

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Question 46 46. General daily duties of an internal auditor include:

Question 47 47. Which of the following is NOT an audit management system?

Question 48 48. Which of the following is NOT a data analytics software program?

Question 49 49. What is another common function of a customer experience director?

Question 50 50. Psychographics is:

Customer Experience Management Training Final Exam Instructions

Choose your answers to the questions and click 'Next' to see the next question. You can skip questions if you would like and come back to them later with the "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. You will lose your work if you close or refresh this page. Good luck!

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