Managing & Improving Customer Relations 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!

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Question 1 1. How does a customer feel when receiving personalized service?

Question 2 2. How can a business construct a market profile for its target market?

Question 3 3. Why is it important to meet customer expectations?

Question 4 4. Which term best describes a popular marketing strategy that centers around the acquisition, enhancement, and retention of long-term relationships that add value for the organization and the customer?

Question 5 5. How does operational CRM differ from analytical CRM?

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Question 6 6. Which statement about polling customer satisfaction is TRUE?

Question 7 7. Which metric explains the 2nd point of contact for unresolved issues.

Question 8 8. Customer experience management can be defined as _____.

Question 9 9. Sharon's customer service team handles the most difficult cases which may take quite some time to repair or replace; setting expectations with the customer is paramount. Which metric identifies this situation?

Question 10 10. Choose the BEST answer to define churn rate.

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Question 11 11. What are advantages to ensure that each interaction with customers is fulfilling customer needs and exceeding expectations?

Question 12 12. Why is it important to create and maintain customer profiles, history of transactions and personalization of customer services?

Question 13 13. What is a primary focus of a CRM system?

Question 14 14. Why is having a CRM important to a business?

Question 15 15. Mr. Baker receives feedback that customer issues are resolved on first contact; however, the time to resolution is too high. Which customer service metric should he review first?

Managing & Improving Customer Relations 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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