RIF Practice Exam #2

Front

After purchasing a new car, a customer is satisfied with the service received from the sales person. Which phase of the customer life cycle does this example best represent?

Back

Phase 4 - The customer likes or doesn't like their customer experience

Front

Marketing programs that track purchase history, personal information and preferences and provide incentives to loyal, repeat customers are called:

Back

Loyalty programs

Front

The company's goal is to earn $5 profit for every sale that's made in its store. Which key performance indicator can be used to measure the results of this goal?

Back

Profit made per sale

Front

Recommending additional items that complement a customer's purchase, such as shoe cleaner to go with new leather shoes is called:

Back

Cross selling

Front

Which of the following is the term for the overall impression gathered from information that is seen, heard, and experienced by customers who encounter a business, it’s products, and it’s services? (Options: Brand promise, Positive feeling, Company culture, Company brand)

Back

Company brand

Front

Which of the following best defines quality customer service? Options: Delivering a positive, memorable experience that is more than what the customer expected, Adhering to company policies when processing returns, Do exactly what company procedures say to do, Offering free items to customers to keep them coming back

Back

Delivering a positive, memorable experience that is more than what the customer expected

Front

After one negative experience, approximately what percentage of people say that they will never do business with that company again?

Back

50%

Front

The unique way that employees interact with each other and their customers. Also, the personality of the company:

Back

Company culture

Front

Retailers use technology in stores and online to:

Back

Make easier and faster to complete for employees and customers

Front

After a customer's television breaks and the customer learns it can't be fixed, the customer looks online to learn more about which televisions are sold at the different retailers nearby. Which phase of the customer life cycle does this example best represent?

Back

Phase 2 - The customer considers different purchasing options