Customer Focus Practice Exam
Customer Focus
Customer focus is inclusive of quality customer support, development of solutions for clients instead of the best products in general, use of data for better understanding of customer behaviour, taking up customer feedback and using it seriously to improve and focus on their satisfaction, etc
So, if you want to validate your knowledge on customer focus then you should definitely take this exam.
Recommended Knowledge
• Communication skills
• Adaptability
• Ease with technology
• Problem-solving ability
Target Audience
This exam is intended for-
• Marketing professionals
• Sales professionals
• Customer service employees
• Customer support professionals
Objectives
- Resolving customer’s issues
- Enhancing brand’s credibility
- Nurturing relationships
Topics Covered
Customer Focus
• Understanding Customer Focus
• Elements of Customer Focus
• Customer Focus Levels
Customer Expectations
• Basics of customer expectations
• Relevance of Customer Expectations
• Expectation Types
• Expectations Model
• Expectations Management
• Understanding New-Age Customer Expectations
• Customer Feedback
• Handling Customer Expectations
Customer Needs
• Consumer Requirements
• Understanding Customer Requirements
• Hulls Drives Reduction Theory
• Maslow’s Hierarchy of Needs
• McClelland’s Three Needs Theory
• Concept of Consumer Motivation
• Means - End Chain Model
Consumer Perception
• Basics of Perception
• Perception Elements
• The Absolute Threshold and Differential Threshold
• Subliminal Perception
• Perception Process
• Product’s value
• Choosing a Value Proposition
• Perception Dynamics
• Understanding Perceptual Organization
• Consumer Imagery
Consumer Attitudes
• Basics of Attitude
• Attitude Models
• Attitude Formation
• Attitude Change Strategies
Customer Focused Organization
• Customer Focus Tactics
• Building a Customer Focussed Culture
• Maintenance of Customer Focus
• Development of Customer Focus
• Developing Customer Orientated Culture
• Customer Focus Checklist
Customer Focused Interaction
• Social Media
• Management of Knowledge
• Use of Mobile Technology
• Customer Focused Employees
Customers Listening and Tools
• Listening to Customer Complaints
• Complaint Barriers
• CJM (Customer Journey Mapping)
• Voice of the Customer
• Benchmarking
• Measures of Business Performance
What do we offer?
- Full-Length Mock Test with unique questions in each test set
- Practice objective questions with section-wise scores
- In-depth and exhaustive explanation for every question
- Reliable exam reports to evaluate strengths and weaknesses
- Latest Questions with an updated version
- Tips & Tricks to crack the test
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What are our Practice Exams?
- Practice exams have been designed by professionals and domain experts that simulate real time exam scenario.
- Practice exam questions have been created on the basis of content outlined in the official documentation.
- Each set in the practice exam contains unique questions built with the intent to provide real-time experience to the candidates as well as gain more confidence during exam preparation.
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