Copyright

Building Customer Loyalty Programs Chapter 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!

Page 1

Question 1 1. What word could you use to replace 'value' in (average value of a sale)?

Question 2 2. Which of the following steps are important for building customer loyalty?

Question 3 3. How do you determine the format of a program?

Question 4 4. Why is good telephone service important for your business?

Question 5 5. What is an example of a customer loyalty program?

Page 2

Question 6 6. Why is caring an important part of good customer service?

Question 7 7. What is the most important factor for success in business?

Question 8 8. How can a program be tailored to your company's needs?

Question 9 9. How does CLV impact the design of customer loyalty programs?

Question 10 10. What is NOT a benefit of a customer loyalty program?

Page 3

Question 11 11. What is the formula to calculate CLV?

Question 12 12. What is a customer loyalty program?

Question 13 13. What does the acronym 'CLV' stand for?

Question 14 14. Why is patience important to creating good customer service and earning loyal customers?

Question 15 15. Imagine a manager is calculating the CLV for a movie theater in a college town. They assume new customers visit twice a month, stay in town for an average of four years (since they are college students), and on average the movie theater makes $6 per transaction, what is the CLV?

Building Customer Loyalty Programs Chapter 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!

Building & Managing Customer Loyalty Programs  /  Business Courses
Support