Customer Experience Management Training Final Exam
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Question 11.Which of the following software packages are used for data analytics?
Question 22.What piece of legislation, passed in 2002, has dramatically increased the need for internal auditors?
Question 33.Which of the following is NOT an audit management system?
Question 44.Which of the following best describes why a company evaluates compliance?
Question 55.Which of the following is NOT one of the five assertions of internal audit?
Question 66.Which type of software packages are focused on taking complex, large amounts of data and providing informative analyses?
Question 77.General daily duties of an internal auditor include:
Question 88.What software packages are used to manage the administrative tasks, such as risk assessments and assigning audit work to staff?
Question 99.Which is an example of a post sales support in the mapping of a customer journey?
Question 1010.The names of the first three personas created by Cooper were:
Question 1111.In the action stage of the Path to Purchase Model, what is likely happening?
Question 1212.What is the buying process?
Question 1313.What is included in a customer persona?
Question 1414.Why is mapping the customer journey important for companies?
Question 1515.A persona is a/an _____ representation of real consumers.
Question 1616.Which of the following is a tip for creating customer personas?
Question 1717.A company that decides to create a Facebook page, starts 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 1818.What is a way to increase customer engagement?
Question 1919.Customer-centric employees share the passion for a customer-centric experience AND they _____.
Question 2020.Which is a characteristic of customer-centric companies?
Question 2121.Which example is a post that will grab your customers' attention and entice them to respond?
Question 2222._____ means that a company has focused its sales strategy around customer wants, needs, and interests.
Question 2323.Why have companies struggled to become customer-centric?
Question 2424.What is social media engagement?
Question 2525.In order for _____ and _____ to be effective retention techniques, the customer must first want the products and services the company offers.
Question 2626.What is the first stage of the customer loyalty loop?
Question 2727.Which of the following is the BEST example of customer loyalty.
Question 2828.What is customer loyalty?
Question 2929.What does a Net Promoter Score represent?
Question 3030.Which is a type of customer loyalty?
Question 3131.What is a solution to help improve customer loyalty?
Question 3232.Which of these is the lowest category in Net Promoter scoring?
Question 3333.What does it mean for a brand to be recognizable?
Question 3434.This is an example of product centric marketing:
Question 3535.A buyer's consideration set can be impacted by which of the following:
Question 3636.If you learn, through psychographic data, that your customers prefer receiving their news online, you might consider which of these tactics:
Question 3737.Latent class analysis is _____. Choose the best answer.
Question 3838.What is an example of a consistent and specific brand?
Question 3939.Which of the following was NOT discussed as a factor in LCA?
Question 4040.Product centric marketing focuses on:
Question 4141.Good customer experience management allows for _____ across platforms.
Question 4242.Which is an area that a key driver can focus on?
Question 4343.You can help make sure that you are not overdoing the customer experience by doing what?
Question 4444.A _____ customer is actively buying products and services from a business.
Question 4545.Someone who used to purchase goods or services from an organization is a:
Question 4646.Which of the following BEST describes one essential reason why a customer experience manager should look for areas for improvement when trying to enhance the customer experience?
Question 4747._____ 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 4848.Which of the following is a benefit of using customer experience management?
Question 4949.Which of the following is the BEST example of separation of duties?
Question 5050.How are customer personas helpful?
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!