CRM Customer Experience & Service Excellence 2

Question 1

Which service excellence model emphasizes five dimensions: reliability, assurance, tangibles, empathy, and responsiveness?

Accepted Answer

SERVQUAL

Answer

RATER model

Answer

Kano Model

Answer

AIDA Model

Question 2

Proactive relationship management means a CRM professional should:

Accepted Answer

Anticipate client needs and reach out with relevant solutions before the client asks

Answer

Only reach out when clients contact them first

Answer

Send monthly account statements without commentary

Answer

Wait for annual reviews to discuss portfolio changes

Question 3

An omnichannel service approach in CRM means:

Accepted Answer

Providing seamless, integrated service across all communication channels (in-person, phone, email, digital)

Answer

Serving clients through one preferred channel only

Answer

Eliminating branch visits to reduce costs

Answer

Only using digital platforms for client interactions

Question 4

The 'customer effort score' (CES) measures:

Accepted Answer

How easy or difficult it is for clients to accomplish their goals when interacting with the firm

Answer

How much the client spends annually

Answer

The number of interactions required to resolve an issue

Answer

Client satisfaction with pricing

Question 5

Which of the following is considered a 'hygiene factor' in client service—something that won't increase satisfaction if present but will cause dissatisfaction if absent?

Accepted Answer

Accurate account statements delivered on time

Answer

Personalized birthday greetings

Answer

Exclusive client events

Answer

Priority access to new investment products

Question 6

When handling a high-value client complaint, the CRM's documentation should include:

Accepted Answer

The nature of the complaint, client sentiment, root cause, resolution steps, and follow-up plan

Answer

Only the resolution provided

Answer

A summary of the client's portfolio value

Answer

Only regulatory-required disclosures