Nissan CX
Quiz
•
Professional Development
•
Professional Development
•
Practice Problem
•
Medium
Aetos Mati
Used 16+ times
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10 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
In Net Promoter Score (NPS) survey, respondents fall into 1 of the 3 following categories:
Promoters
Passives
Detractors
Ambassadors
Neutral
Skepticals
Top
Medium
Low
Satisfied
No opinion
Unsatisfied
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
How is Net Promoter Score (NPS) being calculated?
% Passives + % Promoters
100 - % Detractors
% Promoters - % of Detractors
100 - % Passives
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Customer Service is part of Customer Experience?
True
False
Depends on the industry
Depends on the market
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What does this sentence describe: "It begins the moment a lead visits the website/ showroom and ends only if the lead chooses to no longer use Nissan/Dealer’s services"
Customer
Service
Customer Satisfaction
Customer Experience
Customer Engagement
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
The 5S principle stands for
Seek
Synchronize
Salvage
Sustain
Summarize
Sort
Set in order
Shine
Standardize
Sustain
It does not have any specific meaning
5S principle does not exist
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Phygital refers to the Customer Experience being a mix of:
Physical & digital touch points
Physical & digital interractions
Physical & digital conversations
All of the above
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Who is involved to ensure digital/physical alignment?
Marketing department only
Marketing & Sales departments
All
Dealer Development Network team
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