CBA CBA Marketing & Customer Relations 2

Question 1

What is the Net Promoter Score (NPS) used to measure?

Accepted Answer

Customer loyalty and the likelihood of customers recommending a company to others

Answer

Website traffic from referral sources

Answer

Social media follower growth rate

Answer

Revenue generated per marketing campaign

Question 2

Which pricing strategy involves setting a high initial price for a new product and gradually lowering it over time?

Accepted Answer

Price skimming

Answer

Penetration pricing

Answer

Value-based pricing

Answer

Cost-plus pricing

Question 3

What is the main goal of a customer relationship management (CRM) system?

Accepted Answer

To manage and analyze customer interactions to improve business relationships and drive sales

Answer

To automate product manufacturing processes

Answer

To track employee performance metrics

Answer

To handle payroll and benefits administration

Question 4

What is 'push marketing' in a distribution strategy?

Accepted Answer

Pushing products through the distribution channel by offering incentives to intermediaries

Answer

Using digital advertising to pull consumers toward a product

Answer

Promoting a product directly to consumers through social media

Answer

Encouraging word-of-mouth referrals among customers

Question 5

What does 'positioning' mean in a marketing strategy?

Accepted Answer

How a company wants its product to be perceived in the minds of target customers relative to competitors

Answer

Determining where to place physical store locations

Answer

Deciding which advertising channels to use

Answer

Setting the geographic boundaries of a sales territory

Question 6

Which customer service metric measures the average time it takes for a support team to resolve a customer's issue?

Accepted Answer

Mean time to resolution (MTTR)

Answer

First contact resolution rate

Answer

Average handle time

Answer

Customer satisfaction score (CSAT)