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WorksheetsSTEP-IN Engagement
Total questions: 30
Worksheet time: 5mins
Customer loyalty is a result of…?
Positive customer experience, satisfaction, and the value of the products or services.
Negative customer experience, poor satisfaction, and the value of the products or services.
Positive Experience
None of the selection
Which is are some of the benefits of a Customer Loyalty Program?
(More than 1 answers)
Increase in Sales and Revenue
Increased Customer Retention
Increased CLV
Decrease membership sign-ups
Acquiring a new customer can cost how many times more than retaining an existing customer?
5
3
8
10
CLV stands for?
Customer Lifetime Value
Customer Life-Line Value
Customer Live Value
Customer Limited Value
How many VIP tiers are there in Alpro including online?
4
6
8
7
How much does a “Diamond” member spends yearly?
RM8,000
RM6,000
RM10,000
RM6,500
What is the judgement criteria for usage of Joshie Fund?
Based on how much we have left in cash drawer
No criteria
The Murphy's Law
Alpro 6 To Be
How much Joshie fund will be empowered to each outlet per month?
RM500
RM300
RM350
RM800
Who are eligible to make the judgement call for usage of Joshie Fund?
All confirmed Alproeans (HA1 & above)
Only Pharmacist-in-Charge
Only Pharmacist on Duty
Only Supervisor
What is the mechanism used in recruiting new VIP?
Free Membership Card
Free Delivery Vouchers
Pay 10 get 30 Vouchers
Buy 10 get 40 Vouchers
What is the bundle code / SKU Code to key-in new VIP recruitment?
70674
44470
65654
70894
What is the formula to calculate VIP Recruitment Rate?
No. of New VIP Recruited / (No. of New VIP Recruited + No. of Non-VIP Transactions) * 300
No. of Old VIP Recruited / (No. of Old VIP Recruited + No. of VIP Transactions) * 100
No. of New VIP Recruited / (No. of New VIP Recruited + No. of Non-VIP Transactions) * 10000
No. of New VIP Recruited / (No. of New VIP Recruited + No. of Non-VIP Transactions) * 100
The min. standard of VIP Recruitment rate in Alpro is ..?
24%
21%
20%
15%
How many Google Reviews is to be achieved within 2 months for new outlets?
100
1000
150
300
What are the main benefits to have high numbers of Google Reviews?
All answers as mentioned
Increase the chances of being featured in search engine.
Gain more trust & confidence level from customers.
Build rapport with customers to make them trust us.
What Does OVIP Stands for?
Oscar VIPs
Omnichannel VIP
Omnirole VIPs
Over supportive VIPs
How do we measure OVIP?
Customers visit at least once online in Alpro Oneclick & once offline (within 6 months)
Customers visit at least once online in Alpro Oneclick & once offline (within 7 months)
Customers visit at least twice online in Alpro Oneclick & once offline (within 6 months)
Customers visit at least 3 times online in Alpro Oneclick & once offline (within 6 months)
What is the Definition of Customer Loyalty.
The ability to turn customers into repeat buyers to buy less
The ability to turn customers into repeat buyers and prevent them from switching to other Pharma Companies.
The ability to turn buyers into repeat sellers and prevent them from switching to a competitor.
The ability to turn customers into repeat buyers and prevent them from switching to a competitor.
How many stamps does customers have to collect in order to redeem a free unit of Ladini Item?
105
120
140
99
What does EVIP stands for?
Effective VIP Members
Efficient VIP Members
What is the definition of EVIP?
An Alpro member who shops in an outlet for at least 20 times within 6 months
An Alpro member who shops in an outlet for at least 2 times within 6 months
An Alpro member who shops in an outlet for at least 5 times within 2 months
EVIP is about..... Offline or Online?
Both
Neither
Online
Offline
What is our Target for EVIP this year?
4,500
3,500
5,000
7,000
EVIP is a measurement of....
Number of inactive customers
Outlet staff allocation
Outlet baseline for determining sales performance / customer’s loyalty and satisfaction of outlet.
What is the average Non-VIP Transaction?
RM48
RM28
RM58
RM98
What is the current redemption program?
Ladini Maestro (Honeycomb wok)
Ladini Di' Cotelle
Ladini Pentolame
Ladini Di Aqua
Purchase frequency is ______% higher on omnichannel vs. single channel.
180%
250%
120%
210%
What is the definition of O2O?
Online to Online
Offline to Online
Office line to Customers Option
Offline to Offline
Which one here is part of Engagement Wing?
Customer Development
Customer Analytics
Customer behavior team
Customer Acquisition
What is Customer Conversion about?
Converting ideas to sales, and to cash
Converting leads to sales, and to use our services.
Make customer buy less.
