_____8. What does "brand stretch" refer to?

B. Expanding a brand to operate in new sectors or markets

A. Focusing on a single product category

C. Restricting your brand to a specific geographic location

D. Developing multiple brands that target the same market

_____9. Why is consistency important in brand management?

A. It ensures that the brand’s message and personality are uniform across all touchpoints

B. It limits the number of products a brand can offer

C. It reduces the cost of marketing efforts

D. It allows the company to develop different branding strategies for each department

_____10. What role does storytelling play in branding?

A. It helps to connect the brand with the audience by sharing its narrative

B. It is only useful for customer-facing communications

C. It has no impact on brand perception

D. It focuses on highlighting the financial success of the company

_____11. What is the primary difference between employee engagement and employee satisfaction?

B. Engagement is about what the employee does for the company

A. Engagement is about what the company does for the employee

C. Satisfaction measures how much employees like their work environment

D. Satisfaction is based on employee motivation

_____12. How does employee engagement affect customer service?

C. Engaged employees are more likely to go the extra mile in customer service

A. Disengaged employees are more likely to provide outstanding customer service

B. Engaged employees are less likely to resolve customer issues

D. Employee engagement has no impact on customer service

_____14. How does employee engagement contribute to lower absenteeism?

A. Engaged employees are less likely to call in sick due to a strong commitment to their role

B. Engaged employees take frequent days off to recharge

C. Absenteeism is irrelevant to employee engagement

D. Engaged employees do not need time off

_____15. Which factor contributes the most to higher sales in an organization with engaged employees?

B. Higher customer retention and satisfaction

_____16. What is the impact of employee engagement on profitability?

C. Engaged organizations have 21% higher profitability

A. Engaged organizations have lower profitability

B. Employee engagement has no effect on profitability

D. Employee engagement reduces profits

_____17. Which of the following is an example of a practice that can enhance employee engagement?

B. Offering performance-based recognition and feedback

A. Offering employees additional sick days only

C. Minimizing communication with employees

D. Reducing work-related challenges

_____18. What is one of the main reasons why employee engagement is important for customer satisfaction?

B. Engaged employees are more likely to provide high-quality service and resolve customer issues faster

A. Engaged employees are less likely to interact with customers

C. Employee engagement has no impact on customer satisfaction

D. Engaged employees focus only on internal tasks, not customer needs

_____19. What role does employee loyalty play in engagement?

C. Engaged employees are more likely to stay with the company and are more productive

A. Engaged employees are less loyal and tend to switch companies frequently

B. Loyalty has no impact on engagement

D. Loyalty only impacts customer service, not employee engagement

_____20. What is a best practice for fostering employee engagement among entry-level employees?

B. Make sure engagement expectations are clear and consistent across all levels

A. Focus only on upper management for engagement programs

C. Allow entry-level employees to disengage without consequences

D. Only offer engagement programs to top performers

_____21. What is the primary goal of Public Relations (PR)?

B. To maintain a brand image and disseminate important company news

A. To increase a business’s revenue

C. To manage a business’s social media channels

D. To create advertisements for products

_____22. How does customer public relations help businesses?

B. By building positive impressions about the brand, products, and services

A. By increasing company profits through targeted ads

C. By creating a product development strategy

D. By managing the company's internal communications

_____23. Which of the following is a key difference between customer public relations and marketing?

B. PR is dedicated to building a business' reputation, while marketing focuses on increasing revenue

A. PR focuses on increasing revenue, while marketing focuses on building brand awareness

C. Marketing helps manage media relations, while PR focuses on product distribution

D. There is no difference between the two

_____24. What is the first step in creating a consumer public relations strategy?

B. Examine competitor social media

_____25. How does PR help businesses gather customer insights?

B. By capturing the voice of the customer through case studies and media interviews

A. By conducting focus groups exclusively

C. By developing advertising campaigns

D. By writing blog posts about customer satisfaction

_____26. What is an important benefit of ensuring consistency in brand messaging?

B. It attracts customers by reflecting a consistent value proposition across all touchpoints

A. It helps businesses create viral ads

C. It decreases the overall marketing budget

D. It focuses on creating new products

_____27. Why is examining responses to customer surveys important for PR teams?

B. It provides feedback on customer satisfaction and brand perceptions

A. It allows them to create new marketing strategies

C. It helps determine company pricing strategies

D. It reduces the need for customer support

_____28. What role does PR play in communicating company values?

B. PR communicates the company’s values, challenges, and how products/services help customers

A. PR creates advertisements about new products

C. PR is responsible for designing company logos

D. PR handles only social media posts

_____29. What is a key tactic for PR teams to stay agile and effective in today's market?

B. Leveraging earned media and integrating social media strategies

A. Increasing the number of traditional advertisements

C. Focusing exclusively on customer feedback

_____30. What should businesses consider when defining their target audience for a PR strategy?

C. The qualities of the audience they want to attract

A. The geographic location of the audience

B. The competition’s pricing strategy

D. The number of employees in the company

_____31. What is a key factor when determining social media participation for businesses?

B. The age group of your target audience

A. The number of followers a platform has

C. The platform’s advertising costs

D. The number of competitors using social media

_____32. Before joining a social media platform, what should a business first consider?

C. Who they are trying to reach and what they want them to do

A. Whether the platform is popular among competitors

B. How much they can spend on ads

D. The design and features of the platform

_____33. What is one benefit of personalizing responses on social media?

B. It helps build trust and connection with customers

A. It increases the number of followers

C. It allows the company to post more often

D. It reduces the need for marketing ads

_____34. How quickly should businesses aim to respond to customer inquiries on social media?

C. Within 30 minutes, if possible

_____35. What can businesses do to encourage customer engagement on social media?

B. Share user-generated content and create contests

C. Post only about product details

____36. What is a potential benefit of responding to online reviews on social media?

A. It increases the company’s local SEO rankings

B. It allows customers to share advertisements

C. It eliminates the need for social media content

D. It decreases customer engagement

_____37. What should businesses do to make their customers feel more valued on social media?

A. Host giveaways, promotions, and contests

C. Use generic responses to customer questions

D. Post fewer times to avoid overwhelming followers

_____38. Why is it important for businesses to allow customer reviews on social media?

A. It makes the business appear more transparent and trustworthy

C. It limits the number of followers

D. It helps businesses avoid customer complaints

_____39. What does creating a Facebook Live segment or live chat help a business achieve?

C. Providing face-to-face interactions and building relationships

_____40. How can businesses use polls on social media effectively?

B. To generate content and gather insights for improvement

A. To ask customers for negative feedback only

C. To reduce the number of comments

D. To focus on product advertisements

_____41. What does the Voice of the Customer (VoC) primarily focus on?

B. Understanding individual customer feedback

A. Collecting aggregate customer data

C. Creating product features based on speculation

_____42. What is meant by “closing the loop” in the context of VoC?

C. Responding to customers and incorporating their feedback into products or services

A. Collecting data and not acting on it

B. Ignoring customer feedback after gathering it

D. Focusing only on positive feedback

_____43. Why is it important to probe customers with critical questions in VoC?

C. To uncover insights that lead to improvement, even through constructive criticism

A. To only receive positive responses

B. To avoid any negative feedback

D. To ensure that customers feel satisfied with everything

_____44. What is one key benefit of understanding the Voice of the Customer for a business?

B. Better brand management and improved reputation

A. Increased customer complaints

C. Reduced competition in the market

_____45. How does VoC research contribute to product development?

B. By gathering feedback to tailor products and services to customer requirements

A. By relying solely on internal opinions

D. By focusing only on positive reviews

_____46. What factor is crucial for building a successful Voice of the Customer program?

A. Strong leadership support from top management

C. Reducing the number of customer touchpoints

D. Focusing solely on customer complaints

_____47. What does "alignment and action" refer to in a VoC program?

B. Ensuring everyone in the company works toward the same vision and takes action to improve customer experience

A. Making decisions without consulting employees

C. Ignoring feedback from lower-level employees

D. Setting random goals without measurable steps

_____48. Why is patience important in the development of a customer-centric organization?

A. Changes in customer culture and practices take time

B. Immediate results are guaranteed

C. Employees will always adapt to changes quickly

D. It reduces the amount of work needed

_____49. What is the role of feedback channels in VoC?

C. They should be chosen carefully to match customer preferences and used to collect feedback

A. They are unnecessary in modern business

B. They provide one-way communication from the business to customers

D. They focus only on complaints

_____50. What can happen if a business fails to properly understand the Voice of the Customer?

B. The business may lose its competitive edge and become vulnerable to competitors who better understand customer needs

A. The business will have fewer competitors

C. The business will automatically improve without changes

D. The business will have a consistent flow of positive feedback

Final - Customer Relations

Authored by EIZELLE EBORA

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MULTIPLE CHOICE QUESTION

1 min • 1 pt

_____1. What does the term "brand" refer to?

A. A specific company’s logo

B. A business and marketing concept that helps people identify a company, product, or individual

C. The physical product sold by a company

D. A company’s advertising strategy

MULTIPLE CHOICE QUESTION

1 min • 1 pt

_____2. What is Brand Image?

A. The physical appearance of a company's products

B. The perception of the brand in the minds of customers

C. The company's internal branding strategies

D. The number of products a brand offers

MULTIPLE CHOICE QUESTION

1 min • 1 pt

_____3. Which of the following is a key focus of Apple's branding strategy?

A. Convenience and affordability

B. Lifestyle, innovation, and empowerment through technology

C. Fast-food services

D. Traditional corporate values

MULTIPLE CHOICE QUESTION

1 min • 1 pt

_____4. How does Uniqlo position its brand?

A. By focusing on chasing fast-fashion trends

B. By emphasizing the importance of premium pricing

C. By encouraging customers to dress casually and staying away from fashion trends

D. By offering exclusive luxury items

MULTIPLE CHOICE QUESTION

1 min • 1 pt

_____5. What should a business focus on when defining its Unique Value Proposition?

A. Offering as many products as possible

B. Describing what sets the business apart and the core value it brings to customers

C. Competing with the lowest-priced competitors

D. Imitating successful companies

MULTIPLE CHOICE QUESTION

1 min • 1 pt

_____6. What is the main purpose of defining an employer brand?

A. To attract customers to your business

B. To improve employee productivity

C. To set your company apart as an employer and help attract top talent

D. To manage your company’s supply chain

MULTIPLE CHOICE QUESTION

1 min • 1 pt

_____7. Which of the following is an important consideration when refining your brand
messaging?

A. Ensuring it only appeals to a broad audience

B. Connecting with the unique perspective and needs of your target audience

C. Focusing solely on company profits

D. Using complex language to impress competitors

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Final - Customer Relations

_____1. What does the term "brand" refer to?

_____2. What is Brand Image?

_____3. Which of the following is a key focus of Apple's branding strategy?

_____4. How does Uniqlo position its brand?

_____5. What should a business focus on when defining its Unique Value Proposition?

_____6. What is the main purpose of defining an employer brand?

_____7. Which of the following is an important consideration when refining your brandmessaging?

_____8. What does "brand stretch" refer to?

_____9. Why is consistency important in brand management?

_____10. What role does storytelling play in branding?

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_____7. Which of the following is an important consideration when refining your brand
messaging?