CRM CRM Marketing & Guest Experience 1

Question 1

Which marketing strategy involves encouraging current guests to share their dining experience on social media in exchange for a discount or free item?

Accepted Answer

User-generated content (UGC) campaign

Answer

UGC campaigns leverage guests as brand ambassadors by incentivizing social media sharing, which builds authentic online visibility at low cost.

Question 2

A restaurant loyalty program that rewards guests with points for every dollar spent is primarily designed to achieve which goal?

Accepted Answer

Increase repeat visit frequency and customer lifetime value

Answer

Loyalty programs are structured to increase return visits and maximize the total revenue a customer generates over time.

Question 3

When responding to a negative online review, a certified restaurant manager should first:

Accepted Answer

Acknowledge the guest's experience and apologize sincerely

Answer

Acknowledging and apologizing shows prospective guests that management takes feedback seriously and values guest satisfaction.

Question 4

Which metric best measures the likelihood that a guest will recommend your restaurant to others?

Accepted Answer

Net Promoter Score (NPS)

Answer

NPS surveys guests on a 0–10 scale to gauge how likely they are to recommend the restaurant, directly reflecting loyalty and advocacy.

Question 5

Email marketing for a restaurant is most effective when messages are:

Accepted Answer

Personalized with the guest's name and relevant offers based on visit history

Answer

Personalization increases open and click-through rates because guests respond better to content tailored to their individual preferences.

(CRM) Certified Restaurant Manager Practice Test

(CRM) Certified Restaurant Manager Practice Test

CRM CRM Marketing & Guest Experience 1