Customer centric experience

Is the moment when a customer interacts with a brand to form or change an impression about that particular brand.

• Moment of truth

• Zero Moment

• Moment of Purchase

• Moment of Awareness

The ability to understand and share the feelings of another

• Sympathy

• Empathy

• Generosity

• Care

What is the right equation to calculate the NPS Index for your dealership?

• (Detractors - Promoters) + Passives

• (Detractors - Promoters)  

• (Promoters - Detractors)

• (Promoters - Detractors) + Passives

For a given dealership the passives percentage was 70%, Promoters Score was 25% while the detractors score was 5%. What is the NPS score for this dealership?

• 45%

• 40%

• 20%

• 5%

What is the correct definition of a "Brand"?

• It’s how the company presents itself

• It’s the customer’s perception of the company or its products

• It’s the advertising message the company puts across

• All the above

It is a series of activities intended to enhance customer satisfaction.

• Sales Process

• Service Process

• Customer Service

• Customer Relation Management (CRM)

Treating customers as VIP’s often means 

• apologising for mistakes you did not make

• your have to wear formal

• no appointment for the customer as they can walk-in anytime

• you show them a firm personality

Your body language only minimally influences good communication

• True

• False 

Customer Service has ________ critical elements

• 4

• 5

• 6

• 7

_______________ is to think about what your organization expects of you, and how to ensure that those standards line up with what customers expect.

• Procedures

• Culture

• Problem-Solving

• Measurement