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Customer Experience Management 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. Which is a way to utilize feedback?

Question 2 2. What two things should responses to feedback always contain?

Question 3 3. Which is the best example for responding to feedback and letting the customer know that the feedback will be used?

Question 4 4. How can tracking trends in feedback help a business?

Question 5 5. Why is it important to respond to customer feedback?

Page 2

Question 6 6. Why manage the total customer experience?

Question 7 7. Which is NOT a part of the total customer experience model?

Question 8 8. When can we evaluate a customer's opinion of our business?

Question 9 9. What is total customer experience?

Question 10 10. How can we evaluate a customer's opinion of our business?

Page 3

Question 11 11. Why is it important to use customer experience management?

Question 12 12. What is customer experience management?

Question 13 13. Which of the following is a benefit of using customer experience management?

Question 14 14. What is a strategy for being effective with customer experience management?

Question 15 15. What is a way to make customer experience management easier for your company?

Page 4

Question 16 16. _____ is the process of ensuring that customers are satisfied with the products and services they're being offered.

Question 17 17. Which of the following is the BEST explanation for why knowing your products and services creates value?

Question 18 18. Knowing your products and services _____, _____, and _____.

Question 19 19. Which of the following is the BEST definition of knowing your products and services?

Question 20 20. When an employee doesn't know the products or services that he is selling, he provides _____ and the products and services _____.

Customer Experience Management 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!

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