Satisfaction Guaranteed: Develop Customer Loyalty Online Quiz Answers

Get All Weeks Satisfaction Guaranteed: Develop Customer Loyalty Online Quiz Answers

You made it! Satisfaction Guaranteed: Develop Customer Loyalty Online is the seventh and final course in the Google Digital Marketing & E-commerce Certificate. In this course, you’ll explore strategies for building customer loyalty in e-commerce.

You’ll also explore specific tools to develop and maintain client relationships. At the end of the course you’ll work through a scenario that demonstrates your ability to deliver a successful e-commerce strategy.

Finally, you’ll wrap up the course by building professional development skills. We encourage you to complete courses 1–6 before beginning this course because they provide the foundation necessary to complete the activities at the end of this course.

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Satisfaction Guaranteed: Develop Customer Loyalty Online Quiz Answers

Week 1

Quiz 1: Test your knowledge: Loyalty, remarketing, and rewards

Q1. What are different ways to build trust and loyalty with customers? Select three.

  • Have a generous return policy.
  • Provide free shipping.
  • Create quality customer service.
  • Sell customers’ personal information.

Q2. What are ways to create a sense of community and belonging among customers? Select three.

  • Feature user-generated content.
  • Offer a discount for recent customers.
  • Demonstrate how brand values align with customer values.
  • Share the story behind the brand.

Q3. What are different types of rewards programs? Select three.

  • Points model
  • Spend-based model
  • Coupon model
  • Tier-based model

Q4. Which of the following best describes dynamic remarketing?

  • Allows you to pay only when someone clicks on your ad
  • Allows you to show previous visitors ads that contain products or services they viewed on a website
  • Allows you to show ads to previous website visitors.
  • Allows you to show ads to an audience with specific demographic traits

Quiz 2: Weekly challenge 1

Q1. Which of the following are ways to build trust in customers? Select all that apply.

  • Pledge to not sell customer email addresses.
  • Provide quality products that meet customer needs.
  • Limit the return policy options.
  • Have email-only customer service.

Q2. Which of the following ways to create a sense of community include customers uploading photos, writing product reviews, or being active on forums?

  • Share the brand story.
  • Engage on social media.
  • Create user-generated content.
  • Demonstrate company values.

Q3. As a digital marketer, you are creating a 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?

  • Points model
  • Tier-based model
  • Subscription model
  • Spend-based model

Q4. Beginning an email with the recipient’s name and providing incentives based on shopping habits are examples of what way to make a loyalty program successful?

  • Create a community within the loyalty program.
  • Make the rewards program more attainable and desirable.
  • Market the program to new customers.
  • Personalize the loyalty program experience.

Q5. As a digital marketer, you are setting up advertising that displays ads to previous visitors that contain products or services they already viewed on your website. What is this marketing strategy?

  • Impression advertising
  • Dynamic advertising
  • Dynamic remarketing
  • Impression remarketing

Q6. Sending post-purchase emails helps ease the feeling of what among online customers?

  • Seller’s remorse
  • Seller’s excitement
  • Buyers excitement
  • Buyer’s remorse

Q7. 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?

  • Have respectful and inclusive questions.
  • Avoid asking leading questions.
  • Use questions with your brand’s tone of voice.
  • Keep questions short and simple.

Q8. What are examples of pre-purchase questions? Select all that apply

  • Which of our products or categories are you most interested in?
  • 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?

Q9. Which of the following is true regarding customer service channels?

  • Chatbots are equipped to handle complex interactions.
  • Live chat is designed for smaller businesses with less resources.
  • It is best to offer customer support through one channel.
  • It’s best for businesses to clearly state their email response time.

Q10. Which type of survey measures a customer’s satisfaction with products or services?

  • Usability survey
  • Buyer persona survey
  • Pre-purchase survey
  • Customer satisfaction (CSAT) survey

Week 2

Quiz 1: Test your knowledge: E-commerce analytics tools

Q1. What can an e-commerce store do with the insights gained from analytics? Select all that apply.

  • Better understand customer behavior
  • Discover which tactics provide the best results
  • Determine which sales and marketing tactics are the most effective
  • Learn how to conduct A/B testing

Q2. Consider the following scenario:

Customers at an e-commerce store are getting stuck on the promotion code field during checkout and end up leaving the checkout process to search for promotions. However, the retailer is not aware of what is happening. All they notice is numerous instances of cart abandonment.

What tool can this retailer use to understand why customers are leaving the checkout process without completing their purchase?

  • A key performance indicator (KPI)
  • The customer lifetime value
  • The Net Promoter Score
  • A heat map

Q3. How do e-commerce stores measure customer loyalty? Select all that apply.

  • By analyzing the customer lifetime value
  • By setting a key performance indicator (KPI)
  • By measuring brand advocacy
  • By using Live View

Q4. What are the benefits of Shopify analytics? Select all that apply.

  • Review store’s recent activity
  • Get information about their competition
  • Test the site speed
  • Analyze the store’s transactions

Q5. What types of reports can a company access with Shopify? Select all that apply.

  • Marketing reports
  • Customer acquisition reports
  • Seasonal trend reports
  • Finance reports

Quiz 2: Test your knowledge: Monitor an e-commerce store’s performance

Q1. Fill in the blank: _ is an important metric to monitor for a new e-commerce store, because if there are few visitors, there will be even fewer sales.

  • Traffic
  • Competition
  • Cost
  • Inventory

Q2. Why is it important to monitor conversion rates?

  • It conveys the amount of revenue generated by customers over their lifetime.
  • It demonstrates whether users are taking actions that contribute to the success of a business.
  • It reveals key customer demographics that enables a company to create effective customer personas.
  • It illustrates the amount of loss a company will experience if their cost per acquisition is too high.

Q3. Fill in the blank: By increasing _, a store can increase their revenue regardless of whether they are able to acquire new customers or improve conversion rates.

  • qualified traffic
  • the Net Promoter Score (NPS)
  • the average order value
  • cost per acquisition

Q4. What does it mean if the cost of acquiring a paying customer is higher than the average order value?

  • It means that a company can track the average amount of money a customer spends each time they complete an order.
  • It means that in order to accurately calculate the amount of revenue earned, a company needs to monitor their customer traffic sources.
  • It means that a company may be able to re-engage the potential customer with a reminder to complete their order.
  • It means that the amount a company is spending to get customers is greater than the amount of money it is receiving in return.

Q5. Which is a metric that helps companies measure loyalty?

  • Customer acquisition cost
  • Cart abandonment rate
  • Qualified traffic
  • Customer retention rate

Quiz 3: Test your knowledge: Data analysis

Q1. Why should an e-commerce store make updates based on data? Select all that apply.

  • It can customize their platform
  • It can attract more qualified traffic
  • It can increase sales
  • It can improve the customer experience

Q2. Consider the following scenario:

An e-commerce store is experiencing a steady increase in traffic, but the additional traffic is not leading to an increase in revenue.

What could be the reasons why the store is not experiencing an increase in revenue? Select all that apply.

  • The store’s online site was optimized for SEO.
  • The additional traffic is coming from customers who are not likely to make a purchase.
  • There might be a low conversion rate.
  • The store updated the checkout process.

Q3. How can a company discover the barriers that might prevent a customer from making a purchase? Select all that apply.

  • Use analytics to determine at what point customers are leaving the site
  • Use heat maps and record how customers interact with the site
  • Use metrics to better understand the impact of cross-selling
  • Use upselling to improve the average order value

Q4. Fill in the blank: _ is a sales technique used to encourage customers to spend more by purchasing a product that is related to what they are already buying.

  • Optimizing conversion rates
  • Cross-selling
  • Upselling
  • Attracting traffic

Q5. What strategies can a company use to increase average order value? Select all that apply.

  • Provide incentives for a rewards program
  • Convert qualified traffic into customers
  • Create an order minimum for free shipping
  • Offer bundle deals

Quiz 4: Weekly challenge 2

Q1. Which of the following information can social media analytics provide to help a company improve their campaigns? Select all that apply.

  • The percentage of email recipients who unsubscribe from a send list after opening an email.
  • The number of times a piece of content is displayed to a target audience.
  • Thenumber of approval actions—such as likes, mentions, retweets, or favorites—that a post receives relative to followers.
  • The attention a company’s brand received across all social media platforms during a reporting period.

Q2. Which of the following metrics measures brand advocacy by using a survey to ask how loyal customers are to a company?

  • Customer lifetime value
  • Brand advocacy
  • Key performance indicator
  • Net promoter score

Q3. Which of the following are reasons why a well-established e-commerce store might track metrics over a longer period of time? Select all that apply.

  • Fewer visitors and sales
  • Access to more data
  • Ability to focus more heavily on metrics that relate to customer loyalty
  • Longer-lasting relationships with their customers

Q4. Which of the following does a business using Shopify have access to? Select all that apply.

  • Live view
  • Analytics reports
  • Company-specific market research
  • Overview dashboard

Q5. Which of the following metrics determines what website traffic is made up of visitors who are likely to become customers?

  • Qualified traffic
  • Conversion rate
  • Customer retention rate
  • Cart abandonment rate

Q6. Which of the following describes the relationship between average order value and customer lifetime value?

  • Average order value is the percentage of users who complete a desired action. Customer lifetime value tracks the average cost of acquiring a potential customer.
  • Average order value is the percentage of customers that a company retains over a certain period of time. Customer lifetime value is the average cost of acquiring a paying customer.
  • Average order value is the average revenue generated by customers over a certain period of time. Customer lifetime value tracks the average amount of money a customer spends each time they complete an order.
  • Average order value tracks the average amount of money a customer spends each time they complete an order. Customer lifetime value is the average revenue generated by customers over a certain period of time.

Q7. Why might a company use A/B testing on their website?

  • To compare two versions of a web page to find out which updates will have the biggest impact
  • To track the average amount of money a customer spends each time they complete an order
  • To capture a visitor’s actions as they browse a website, including mouse movement, clicks, taps, and scrolling
  • To see how visitors interact with a website.

Q8. Which of the following sales techniques is used to encourage customers to spend more by purchasing a product that is related to what they are already buying?

  • Upselling
  • Rewards programs
  • Bundle deals
  • Cross-selling

Q9. What is the purpose of product analytics?

  • To monitor and evaluate data to gain insights into how users interact with a product or service
  • To measure the number of customers who promote a brand through word-of-mouth marketing
  • To gauge how successful a business is in its effort to reach a business or marketing goal
  • To provide a real-time view of the store’s activity as it happens

Q10. Which of the following are metrics a company might use to analyze product performance? Select all that apply.

  • Customer satisfaction rate
  • Customer retention rate
  • Return rate
  • Product conversion rate

Week 3

Quiz 1: Test your knowledge: The interview process

Q1. Fill in the blank: A _ is typically a fast-paced meeting conducted over a phone call or video chat.

  • follow-up interview
  • working interview
  • closing interview
  • preliminary interview

Q2. Fill in the blank: A _ is typically an in-depth meeting that may feature members of the team that you will be working with.

  • follow-up interview
  • closing interview
  • preliminary interview
  • recruiter interview

Q3. Which of the following are benefits of doing pre-interview research? Select three.

  • Gather information to use during the application and interview process
  • Discover if a company is aligned with your values
  • Shorten the time it takes to do the interview
  • Learn about a company’s positive or negative reputation

Q4. Which of the following are steps to do pre-interview research? Select three.

  • Start to practice answering questions the day of the interview.
  • Gather knowledge about the company and its products or services.
  • Explore the position’s requirements.
  • Determine common interview questions that may be asked.

Quiz 2: Weekly challenge 3

Q1. Which of the following statements regarding how to present a portfolio is true?

  • You can create a slideshow presentation with Wix or Google Sites.
  • You can create a website on Google Docs, Canva, or Adobe InDesign.
  • Websites typically take more time to create than slideshow presentations.
  • There is one best form to present a portfolio.

Q2. Which document to secure employment provides a full history of an applicant’s academic credentials and professional experience?

  • Cover letter
  • Resume
  • Application
  • Curriculum Vitae (CV)

Q3. Which of the following are sections commonly found in resumes? Select all that apply.

  • Education and training
  • Personal information
  • Demographics
  • Skills
  • Experience

Q4. What interview is typically a fast paced meeting conducted over a phone or video chat?

  • Panel interview
  • Follow-up interview
  • Exit interview
  • Preliminary interview

Q5. As someone who is doing pre-interview research, you prepare answers to each interview question. Which task is involved with this pre-interview research step?

  • Visit the company’s website to learn more about their values, achievements, and company culture.
  • Get a family member or friend to help you practice for your interview by asking you questions.
  • Read the job description in detail and reach out to someone who has worked in a similar role.
  • Compare information from different online sources until you get a general idea of the most commonly asked questions.

Q6. Which of the following is true when building rapport with interviewers?

  • Allow the interviewer to ask all the questions.
  • Learn about the company’s culture after the interview ends.
  • Be casual and avoid using professional language.
  • Before the interview, review the interviewer’s professional background online.

Q7. During an interview, you answer a question by saying, “In three months, we were able to add over 200 new followers. Several customers said they discovered the company on the social media platform I posted on.” Which STAR method step does this dialogue represent?

  • Task
  • Action
  • Situation
  • Result

Q8. When delivering your elevator pitch, you say, “Hi, I have been an office administrator for a small medical office for over four years. In my role, I prepare payroll, provide customer service, and manage the business’s marketing.” This represents which section of the elevator pitch?

  • Introduction
  • Applicable part of background
  • Interest in the company
  • Excitement and passion

Q9. Which best describes a role as a generalist? Select all that apply.

  • Role focuses on a singular aspect of digital marketing or e-commerce
  • Role within a specific field such as search engine optimization (SEO), social media, or email marketing
  • Multifaceted role that allows for experience in many different areas
  • Role as a digital marketer, content strategist, or e-commerce digital strategist

Q10. What workplace often operates independently from the business that they have been hired for, takes on many clients, and likely will not have the final decision of assignment direction?

  • In-house
  • Internship
  • Freelance
  • Agency

Week 4

Quiz 3: End-of-certificate checklist

Q1. Have you finished all seven courses in the Digital Marketing & E-commerce Certificate?

Congratulations! As a Google Digital Marketing & E-commerce Certificate completer, you’ve unlocked exclusive job search resources.

Take 5 minutes now to sign up for these free (courtesy of Google) tools:

*Make sure to use the same email address that you use to log into Coursera so that we can quickly confirm that you completed the certificate.

If you have not yet completed courses 1–7 in the Google Digital Marketing & E-commerce Certificate program, you will not be able to access these resources. Once you pass all graded assessments in courses 1-7, you will unlock your access.

  • Gain exclusive access to the Coursera Job Platform where you can find and apply to relevant digital marketing and e-commerce jobs, including those available through our participating employers like Walmart, Accenture, Snap Inc., Deloitte, and more. Note: You must be eligible to work in the U.S.
  • Build your resume, participate in mock interviews, and receive job search tips through Big Interview. Claim your complimentary access (free for program graduates, a $79/month value).
  • Claim your completion badge on Credly. Upon completion, you’ll receive an email with instructions to claim your badge. Once you claim your badge, make sure to share it on LinkedIn to capture the attention of employers.
  • Share your story with us. Stories from successful learners like you inspire others, and your feedback helps us improve the certificate program. We’d love to learn more about your journey!
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