CSS Customer Retention Techniques 2

Question 1

What is a 'save offer' in a customer retention context?

Accepted Answer

A special incentive offered to a customer who is about to cancel to encourage them to stay

Answer

A 'save offer' is a targeted incentive—such as a discount, upgrade, or added benefit—given to a customer actively considering leaving to persuade them to remain.

Question 2

Which metric BEST measures the success of customer retention efforts?

Accepted Answer

Customer churn rate

Answer

Customer churn rate—the percentage of customers who stop doing business with a company—directly reflects how well retention efforts are working.

Question 3

During a retention call, when is it MOST appropriate to escalate to a supervisor?

Accepted Answer

When the customer's issue or demands exceed your authority to resolve

Answer

Escalation is appropriate when a customer's needs or demands exceed what you are authorized to offer, ensuring the customer receives the best possible resolution.

Question 4

A customer informs you they found the same service at 20% lower cost from a competitor. What is the BEST response?

Accepted Answer

'I understand your concern. Let me review what options we have to offer you the best value.'

Answer

Acknowledging the concern and exploring available options shows the customer you value their business and are committed to finding a solution.

Question 5

What does 'churn rate' measure in a customer service context?

Accepted Answer

The percentage of customers who stop using a product or service in a given period

Answer

Churn rate measures how many customers leave or stop doing business with a company within a specific timeframe, directly reflecting retention effectiveness.

CSS - Customer Service Situations Practice Test

CSS - Customer Service Situations Practice Test

CSS Customer Retention Techniques 2