ESB Customer Relationship Management 3

Question 1

A small business tracks the number of support tickets resolved, average response time, and customer satisfaction scores. These are best described as:

Accepted Answer

Customer service KPIs

Answer

Financial KPIs

Answer

Production efficiency KPIs

Answer

Human resources KPIs

Question 2

What is a 'touchpoint' in customer relationship management?

Accepted Answer

Any interaction between a customer and the business across channels

Answer

A physical point-of-sale terminal

Answer

A feature in CRM software for data entry

Answer

A customer's first purchase from the business

Question 3

Why is collecting customer feedback regularly important for a small business?

Accepted Answer

It provides actionable insights to improve products, services, and customer experience

Answer

It reduces the need to hire marketing staff

Answer

It automatically increases customer spending

Answer

It fulfills a legal reporting requirement

Question 4

A small retailer creates a customer profile that includes purchase history, preferences, and communication style. How does this primarily benefit the business?

Accepted Answer

It enables personalized marketing and service that increases customer satisfaction

Answer

It allows the business to charge different prices to different customers

Answer

It satisfies tax reporting obligations

Answer

It helps the business reduce its product range

Question 5

Which communication channel is typically most effective for urgent customer service issues?

Accepted Answer

Direct phone or live chat support

Answer

Monthly newsletter

Answer

Social media post

Answer

Annual customer survey

Question 6

What is the purpose of a customer journey map?

Accepted Answer

To visualize every step a customer takes from awareness through purchase and beyond

Answer

To track the geographic locations of customers

Answer

To map shipping routes for product delivery

Answer

To assign customer accounts to sales representatives

Question 7

Which of the following best describes the concept of 'customer-centric' business culture?

Accepted Answer

Placing the customer's needs and experience at the center of all business decisions

Answer

Prioritizing cost reduction in all decisions

Answer

Focusing exclusively on attracting new customers

Answer

Delegating all customer contact to the sales department