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

Question 2 2. What piece of legislation, passed in 2002, has dramatically increased the need for internal auditors?

Question 3 3. Which of the following is NOT an audit management system?

Question 4 4. Which of the following best describes why a company evaluates compliance?

Question 5 5. Which of the following is NOT one of the five assertions of internal audit?

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Question 6 6. Which type of software packages are focused on taking complex, large amounts of data and providing informative analyses?

Question 7 7. General daily duties of an internal auditor include:

Question 8 8. What software packages are used to manage the administrative tasks, such as risk assessments and assigning audit work to staff?

Question 9 9. Which is an example of a post sales support in the mapping of a customer journey?

Question 10 10. The names of the first three personas created by Cooper were:

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Question 11 11. In the action stage of the Path to Purchase Model, what is likely happening?

Question 12 12. What is the buying process?

Question 13 13. What is included in a customer persona?

Question 14 14. Why is mapping the customer journey important for companies?

Question 15 15. A persona is a/an _____ representation of real consumers.

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Question 16 16. Which of the following is a tip for creating customer personas?

Question 17 17. 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 18 18. What is a way to increase customer engagement?

Question 19 19. Customer-centric employees share the passion for a customer-centric experience AND they _____.

Question 20 20. Which is a characteristic of customer-centric companies?

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Question 21 21. Which example is a post that will grab your customers' attention and entice them to respond?

Question 22 22. _____ means that a company has focused its sales strategy around customer wants, needs, and interests.

Question 23 23. Why have companies struggled to become customer-centric?

Question 24 24. What is social media engagement?

Question 25 25. 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 26 26. What is the first stage of the customer loyalty loop?

Question 27 27. Which of the following is the BEST example of customer loyalty.

Question 28 28. What is customer loyalty?

Question 29 29. What does a Net Promoter Score represent?

Question 30 30. Which is a type of customer loyalty?

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Question 31 31. What is a solution to help improve customer loyalty?

Question 32 32. Which of these is the lowest category in Net Promoter scoring?

Question 33 33. What does it mean for a brand to be recognizable?

Question 34 34. This is an example of product centric marketing:

Question 35 35. A buyer's consideration set can be impacted by which of the following:

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Question 36 36. If you learn, through psychographic data, that your customers prefer receiving their news online, you might consider which of these tactics:

Question 37 37. Latent class analysis is _____. Choose the best answer.

Question 38 38. What is an example of a consistent and specific brand?

Question 39 39. Which of the following was NOT discussed as a factor in LCA?

Question 40 40. Product centric marketing focuses on:

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Question 41 41. Good customer experience management allows for _____ across platforms.

Question 42 42. Which is an area that a key driver can focus on?

Question 43 43. You can help make sure that you are not overdoing the customer experience by doing what?

Question 44 44. A _____ customer is actively buying products and services from a business.

Question 45 45. Someone who used to purchase goods or services from an organization is a:

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Question 46 46. 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 47 47. _____ 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 48 48. Which of the following is a benefit of using customer experience management?

Question 49 49. Which of the following is the BEST example of separation of duties?

Question 50 50. 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!

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