Customer Experience Management Training Final Exam
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Question 11.Why is there a need for a Customer Experience Director?
Question 22.Good customer experience management allows for _____ across platforms.
Question 33.Customer Experience Management is primarily focused on _____.
Question 44.What is a way to make customer experience management easier for your company?
Question 55.A _____ tracks a company's interactions with their customers and works to ensure that the customer expectations are met or exceeded.
Question 66.Why do companies typically bring someone in from outside the company to be a Customer Experience Director?
Question 77.All of these are ways to retrieve data through CEM software EXCEPT
Question 88._____ 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 99.The following is an example of a potential buyer's consideration set:
Question 1010.Asking others to contribute to the workshop will decrease their engagement and enjoyment.
Question 1111.The following is a good example of a potential psychographic question:
Question 1212.How does knowing where consumers get their information from help in audience profiling?
Question 1313.Which of the following is true regarding analysis modeling?
Question 1414.This is an example of customer centric marketing:
Question 1515.Which of the following is NOT a component of a workshop agenda?
Question 1616.Product centric marketing focuses on:
Question 1717.What is included in a customer persona?
Question 1818.Alan Cooper's first personas were created using what tactics?
Question 1919.Which of these is a touchpoint during the awareness stage?
Question 2020.Which is an example of a post sales support in the mapping of a customer journey?
Question 2121.What happens in the interest stage of the sales funnel?
Question 2222.The names of the first three personas created by Cooper were:
Question 2323.Which is a part of mapping the customer journey?
Question 2424.Why is mapping the customer journey important for companies?
Question 2525.What is the first stage of the customer loyalty loop?
Question 2626.Which of the following is least likely to convince a customer to make a purchase at the point of sale?
Question 2727.What is the customer retention rate?
Question 2828.What is a solution to help improve customer loyalty?
Question 2929.Net Promoter Scores are based on a customer's willingness to promote you through _____.
Question 3030.What is customer retention?
Question 3131.All of these are steps in the marketing funnel EXCEPT which?
Question 3232.What is customer loyalty?
Question 3333.Which is a strategy that would increase social media engagement by encouraging customers to post?
Question 3434.Which of the following is the BEST example of a customer engagement manager?
Question 3535.How can the customer experience help to boost customer engagement?
Question 3636.A(n) _____ creates a feeling within the customer that they are the center.
Question 3737.Which example is a post that will grab your customers' attention and entice them to respond?
Question 3838.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 3939._____ means that the client is connected and engaged with a company's products or servcies.
Question 4040.The customer engagement manager will work closely with the _____ team to help hook the client and close the deal.
Question 4141.Which of the following is NOT one of the five assertions of internal audit?
Question 4242.Which type of software packages are focused on taking complex, large amounts of data and providing informative analyses?
Question 4343.Which of the following best describes why a company evaluates compliance?
Question 4444.Which of the following is the BEST description of an internal auditor?
Question 4545.Which of the following software packages are used for data analytics?
Question 4646.General daily duties of an internal auditor include:
Question 4747.Which of the following is NOT an audit management system?
Question 4848.Which of the following is NOT a data analytics software program?
Question 4949.What is another common function of a customer experience director?
Question 5050.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!