SBA Marketing Techniques & Customer Relations 2

Question 1

A small business wants to re-engage customers who haven't purchased in 6 months. Which strategy is most appropriate?

Accepted Answer

Send a win-back email with a personalized discount offer

Answer

Win-back email campaigns with personalized incentives are a cost-effective way to re-engage lapsed customers by reminding them of value they previously found.

Question 2

Which metric best measures the long-term value of a customer relationship?

Accepted Answer

Customer Lifetime Value (CLV)

Answer

Customer Lifetime Value (CLV) calculates the total revenue a business can expect from a single customer throughout their entire relationship.

Question 3

A business owner notices that 20% of customers generate 80% of revenue. This observation is best described as the:

Accepted Answer

Pareto Principle

Answer

The Pareto Principle (80/20 rule) states that roughly 80% of effects come from 20% of causes, commonly observed in customer revenue distribution.

Question 4

Which type of marketing focuses on building relationships with a small number of high-value business clients?

Accepted Answer

Account-based marketing (ABM)

Answer

Account-based marketing (ABM) targets specific high-value accounts with personalized campaigns rather than casting a wide net.

Question 5

A customer complains publicly on social media about a product defect. The best first response is to:

Accepted Answer

Respond publicly with empathy and invite private resolution

Answer

Publicly acknowledging the complaint with empathy and moving the resolution to a private channel demonstrates responsiveness while protecting customer privacy.

(SBA) Small Business Administration Certified Business Practice Test

(SBA) Small Business Administration Certified Business Practice Test

SBA Marketing Techniques & Customer Relations 2