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Customer Experience Management Training Final Exam

Free Practice Test Instructions:

Choose your answer to the question and click 'Continue' to see how you did. Then click 'Next Question' to answer the next question. When you have completed the free practice test, click 'View Results' to see your results. Good luck!

Question 1 1. You can help make sure that you are not overdoing the customer experience by doing what?

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Question 2 2. A _____ is a person or organization who has purchased, might purchase or does purchase products and services from your organization.

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Question 3 3. What is a way to make customer experience management easier for your company?

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Question 4 4. Which is a question that can be used for CES (Customer Effort Score)?

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Question 5 5. Which of the following is the best example of timeliness?

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Question 6 6. What is a customer experience director?

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Question 7 7. Why do companies typically bring someone in from outside the company to be the customer experience director?

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Question 8 8. A customer experience manager does what?

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Question 9 9. In order for _____ and _____ to be effective retention techniques, the customer must first want the products and services the company offers.

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Question 10 10. What does a Net Promoter Score represent?

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Question 11 11. Kim buys groceries from three different grocery stores. She likes certain products at each store. What type of loyalty does this represent?

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Question 12 12. Which stage does a successful customer loyalty loop remove from a customer's purchase decision making process?

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Question 13 13. What is customer loyalty?

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Question 14 14. What does dollar retention rate calculate?

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Question 15 15. Net Promoter Scores are based on a customer's willingness to promote you through _____.

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Customer Experience Management Training Final Free Practice Test Instructions

Choose your answer to the question and click 'Continue' to see how you did. Then click 'Next Question' to answer the next question. When you have completed the free practice test, click 'View Results' to see your results. Good luck!

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