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Customer Loyalty & Retention Chapter Exam

Practice 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 "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 stage does a successful customer loyalty loop remove from a customer's purchase decision making process?

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Question 2 2. What is the first stage of the customer loyalty loop?

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Question 3 3. Which of the following is least likely to convince a customer to make a purchase at the point of sale?

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Question 4 4. What marketing model does the customer loyalty loop try to replace?

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Question 5 5. Which of the following is an example of the customer advocating for a brand or product?

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Page 2

Question 6 6. _____ refers to the processes of building strong customer loyalty using a variety of methods.

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Question 7 7. A restaurant offers a lunch card where every 10th lunch is free. This is an example of a _____.

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Question 8 8. Which of the following is the BEST example of customer loyalty.

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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. Which of the following is the BEST example of a contract agreement?

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Page 3

Question 11 11. What does a Net Promoter Score represent?

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Question 12 12. How do you calculate your net score?

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Question 13 13. Which of these is the lowest category in Net Promoter scoring?

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Question 14 14. What question is typically asked of consumers to help collect Net Promoter Scores?

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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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Page 4

Question 16 16. Benefits of the loyalty loop for a business include all of these EXCEPT which?

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Question 17 17. The loyalty loop includes which of these additions to a typical marketing funnel?

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Question 18 18. All of these are steps in the marketing funnel EXCEPT which?

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Question 19 19. Marketing in the sales funnel is reactive, where marketing in the loyalty loop is _____.

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Question 20 20. In addition to building a bond and advocacy, the loyalty loop also features shorter periods of these buyer stages:

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Page 5

Question 21 21. What is customer retention?

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Question 22 22. Which is a simple calculation for customer retention?

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Question 23 23. What does dollar retention rate calculate?

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Question 24 24. What is the customer retention rate?

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Question 25 25. Which is the calculation for customer retention rate?

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Question 26 26. Which is a type of customer loyalty?

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Question 27 27. What is customer loyalty?

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Question 28 28. 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 29 29. What are customer analytics?

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Question 30 30. What is a solution to help improve customer loyalty?

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Customer Loyalty & Retention 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 "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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