CCSR Customer Relationship Management & Ethics 2

Question 1

Which metric estimates the total net revenue a business can expect from a single customer over the entire relationship?

Accepted Answer

Customer Lifetime Value

Answer

Customer Lifetime Value (CLV) projects the total value a customer brings over the full relationship.

Question 2

A representative updates a customer's CRM record after every call with the reason for contact and the outcome. What is the main benefit of this practice?

Accepted Answer

It lets any future agent see the full history and avoid making the customer repeat themselves

Answer

Complete, accurate interaction notes give the next agent context and create a seamless customer experience.

Question 3

Which customer is most likely to be classified as 'at risk' in a CRM churn model?

Accepted Answer

A long-time customer whose purchase frequency has dropped sharply and who filed two unresolved complaints

Answer

Declining engagement combined with unresolved complaints are classic churn warning signals.

Question 4

Net Promoter Score (NPS) is calculated by:

Accepted Answer

Subtracting the percentage of detractors (0-6) from the percentage of promoters (9-10)

Answer

NPS equals % promoters (9-10) minus % detractors (0-6) on the 0-10 likelihood-to-recommend question.

Question 5

What does 'customer segmentation' in CRM primarily allow a company to do?

Accepted Answer

Group customers by shared traits so service and offers can be tailored

Answer

Segmentation divides customers into meaningful groups so communication and service can be personalized.

CCSR - Certified Customer Service Representative Practice Test

CCSR - Certified Customer Service Representative Practice Test

CCSR Customer Relationship Management & Ethics 2