Preview Questions Retention Specialist | Role Specific Skill

Question 1: How do you identify the key behaviors that predict customer retention?

Which action should you take?

Choose only one option

By analyzing past purchasing patterns, engagement frequency, and interaction history

By measuring only customer satisfaction without considering behavior

By looking at customer complaints and ignoring engagement metrics

By focusing only on demographic data and ignoring behavioral factors

Question 2: How do you manage program costs while ensuring the loyalty program remains attractive to customers?

Which action should you take?

Choose only one option

By increasing the rewards budget to make the program more attractive

By carefully monitoring rewards costs, analyzing customer preferences, and making data-driven adjustments

By cutting back on rewards to save money, even if it reduces customer satisfaction

By offering only the most expensive rewards to high-value customers

Question 3: What is the best approach to analyzing qualitative feedback from customer satisfaction surveys?

Which action should you take?

Choose only one option

Discarding negative feedback as outliers

Sentiment analysis and categorization of feedback to identify themes

Responding immediately to each customer's feedback

Ignoring qualitative feedback in favor of quantitative data

Question 4: What is the most effective strategy for re-engaging lapsed customers in a loyalty program?

Which action should you take?

Choose only one option

Increase the number of ads shown to the lapsed customers

Ignore the past purchasing history and offer random promotions

Offer personalized incentives and rewards to encourage return

Send generic re-engagement emails without personalized offers

Question 5: Why is churn analysis important for a marketing campaign?

Which action should you take?

Choose only one option

It helps to evaluate overall marketing effectiveness

It tracks how many customers responded to a campaign

It measures customer satisfaction

It helps to better understand why customers are leaving and enables targeted retention strategies

Question 6: How would you integrate customer satisfaction surveys into your churn rate analysis to improve retention strategies?

Which action should you take?

Choose only one option

Combine survey data with transactional data to identify at-risk customers before they churn

Analyze survey responses in isolation without considering any transactional behavior

Focus only on survey results from customers who are actively engaged

Ignore survey responses and rely purely on transactional data for churn analysis