
CRM Chap 2
Quiz
•
English
•
University
•
Practice Problem
•
Easy
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50 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is NOT a stage in the customer journey?
Awareness
Purchase
Retention
Dissolution
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
The loyalty ladder begins with:
Suspect
Prospect
First-time customer
Loyal customer
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which is the correct order of the loyalty ladder?
Prospect → Loyal customer → Advocate
Suspect → Prospect → First-time customer → Repeat customer → Majority customer → Loyal customer → Advocate
Awareness → Consideration → Purchase → Retention → Advocacy
Awareness → Prospect → Loyal customer → Advocacy
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
The customer journey stage when customers start considering different suppliers is:
Awareness
Consideration
Purchase
Advocacy
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
In the Kotler-Armstrong CRM model, “Butterflies” represent:
High loyalty, long-term customers
Low loyalty, short-term customers
High-value advocates
Customers with strong social bonds
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
In the same model, “True Friends” are:
Short-term, low-profit
Long-term, high-profit
High volume but unprofitable
Loyal to schemes, not brands
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Customers who are low-profit but loyal are called:
Strangers
Butterflies
Barnacles
Advocates
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