1. Which of the following are ways to build trust in customers? Select all that apply.
- Limit the return policy options.
- Place a financial trust badge on the checkout page.
- Have easily accessible customer service representatives.
- Share a customer’s email address with another company.
2. Which of the following ways to create a sense of community include customers uploading photos, writing product reviews, or being active on forums?
- Demonstrate company values.
- Create user-generated content.
- Share the brand story.
- Engage on social media.
3. As a digital marketer, you are creating a rewards program. Your program allows customers to make a recurring payment in order to receive an exclusive incentive. What type of rewards program are you using?
- Tier-based model
- Subscription model
- Spend-based model
- Points model
4.What is an example of creating a community within the rewards program customers?
- Provide incentives based on shopping habits.
- Increase the discount on the rewards program.
- Create a virtual event for rewards members only.
- Begin an email with the recipient's name.
5.What is the marketing term for displaying ads that contain the products or services that previous customers already viewed on your website?
- Dynamic advertising
- Dynamic remarketing
- Impression remarketing
- Impression advertising
6. Sending post-purchase emails helps ease the feeling of what among online customers?
- Seller’s remorse
- Seller’s excitement
- Buyer’s remorse
- Buyers excitement
7. As a digital marketer sending post-purchase emails, you are waiting an appropriate amount of time before sending emails to customers. This represents which tip for effective post-purchase communication?
- Pace your communication
- Personalize the experience
- Strike a balance between promotional and engaging
- Offer incentives
8. What are examples of post-purchase questions? Select all that apply.
- Who are you shopping for?
- What is one thing we can improve about our website experience?
- Do you anticipate purchasing from us again in the future?
- Which of our products or categories are you most interested in?
9. Providing customer service through social media platforms, online chat, email, and phone is an example of what?
- Preferred-channel customer support
- Multi-channel customer service
- Limited-channel customer support
- Open-channel customer service
10. Which type of survey determines the customer’s satisfaction with the company’s website and identifies any problems the customer experienced along their shopping journey?
- Pre-purchase survey
- Usability survey
- Net Promoter ScoreⓇ (NPS) survey
- Competitor analysis survey
11. As a digital marketer, you create an option for customers to easily set up an ongoing delivery of your products.
What strategy are you using to make it easy for customers to stay connected?
One-day dellivery service
Easy returns
Free shipping
Subscription service-
12. As a digital marketer, you are creating rewards program. Your program allows customers to graduate to a new
status level based on the amount of money spent. What type of rewards program are you using?
Tier-based model
Spend-based model-
Points model
Subscription model-
13. What are ways to make a rewards program more personalized? Select all that apply.
Provide incentives based on shopping habits.+
Offer a rewerds points bonus program.-
Create a virtual event for rewards members.-
Begin an email with the recipients name.+
14. As a digital marketer, you are setting up advertising that displays ads to previous visitors that contain products or
seniors they already viewed on your website. What is this marketing strategy?
Impression advertising-
Impression remarketing
Dynamic remarketing
Dynamic advertising
15. As a digital marketer, you are trying to receive accurate data by not asking questions such as "You like our website,
right?" This represents which tip for creating customer survey questions?
Keep questions short and simple.
Use questions with your brand's tone ofvoice.
Avoid asking leading questions.
Have respectfull and inclusive questions.-
16. Which of the following questions should you use to reflect on your survey after completing it? Select all that apply.
Should this question be more complex?
Does this question make an assumption about my customer?+
Is the wording used in the question simple and easy to understand?+
Does this question ask too much personal information?+
17. Which type of survey is a single question that asks respondents to rate the likelihood that they would recommend a company, product, or a service to friend or colleague?
Usability survey
Pre-purchase survey
Customer satisfaction (CSAT) survey-
Net Promoter Score( NFS) survey
18. Beginning an email with the recipients name and providing incentives based on shopping habits are examples of what way to make a loyalty program successful?
Personalize the loyalty program experience.+
Market the program to new customers.
Make the rewards program more attainable and desirable.
Create a community with the loyalty program.
19. Fill in the blank: _____ is displaying previous visitors that contain the products or services they already
viewed on your website.
Impression remariseing
Dynamic advertising-
Dynemic remarketing
Impression advertising
20. Which of the following are reasons to send post-purchase emails? Select all that apply.
Increases brand loyalty and advocacy+
Boosts traffic to a brand`s online store+
Encourages customers to purchase items left in their cart
Builds relationships with customers+
21. As a digital marketer you are framing questions that do not encourage a customer to answer a certain way. This
represents which tip for creating customer survey questions?
Use questions with your brand`s tone of voice.-
Avoid asking leading questions.
Have respectful and inclusive questions.
Keep questions short and simple.
22. What are examples of pre-purchase questions? Select all that apply
What is one thing we can improve about our website experience?
Who are you shopping for?+
Which of our products or categories are you most interested in?+
Do you anticipate purchasing from us again in the future?
23. Which type of survey measures a customer's satisfaction with products or services?
Customer satisfaction (CSAT) survey+
Usability survey
Pre-purchase survey
Buyer persona survey
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