The Art of Account Management - ISS Quiz

What does WITY stand for in customer understanding?

• What is That Yours

• What is Important To You

• Why It Troubles You

• What Is The Yield

Which of the following is NOT a soft skill mentioned in the presentation?

• Communication

• Active Listening

• Coding

• Teamwork

What is one of the roles of a "MyCRM Champion"?

• Conduct financial audits

• Approve customer contracts

• Serve as a mentor for MyCRM usage

• Monitor warehouse stock

How can customer complaints help the company?

• They decrease workload

• They increase product sales

• They demonstrate the company’s commitment to customer satisfaction

• They replace the need for surveys

What does the NPS Survey aim to measure?

• Operational costs

• Customer loyalty and satisfaction

• Employee performance

• Nett promoter score

Which platform is used for the NPS Survey?

• MyCRM

• Google Forms

• Customer Gauge

• Microsoft Excel

How much was our total customer in 2024?

• 13

• 12

• 11

• 14

What does S stands for in DISC?

• Stay

• Steadiness

• Strong

• Smooth

What does Vopak use to document customer complaints?

• Email

• TAS

• MyCRM

• OCS

Why is it important to include detractors in the NPS Survey?

• To punish poor behavior

• To avoid biased results

• To remove them from mailing lists

• To ensure they don’t respond