Preview Questions Retention Specialist | Role Specific Skill

Question 1: What is the key benefit of using Customer Effort Score (CES) over CSAT or NPS?

Which action should you take?

Choose only one option

CES measures customer loyalty

CES focuses on reducing customer effort in interactions, which can lead to better long-term retention

CES focuses on tracking the number of new customer acquisitions

CES tracks customer churn

Question 2: How do you use data analytics to enhance a loyalty program?

Which action should you take?

Choose only one option

By focusing only on customer acquisition data

By ignoring transactional data and focusing solely on demographic data

By analyzing customer behavior and transaction data to refine segmentation and rewards

By using data only for basic performance reporting

Question 3: What type of reward structure should be used in a loyalty program to maximize long-term customer retention?

Which action should you take?

Choose only one option

Randomized rewards based on product purchases

Single, one-time rewards for program sign-up

Tiered rewards that increase with customer engagement

Flat rewards regardless of activity level

Question 4: How do you evaluate whether a behavioral shift in retention is caused by an internal or external factor?

Which action should you take?

Choose only one option

By assuming all behavioral shifts are due to internal factors

By assuming no behavioral shifts occur unless there is external data

By focusing only on external factors and ignoring internal changes

By comparing internal metrics (e.g., campaign performance, product changes) with external data (e.g., market trends, competitor actions)

Question 5: Which predictive model would best enhance retention through behavioral analysis?

Which action should you take?

Choose only one option

Random forests or decision trees

Linear regression

Time-series analysis

Clustering algorithms

Question 6: How do you incorporate cross-channel behavior into retention analysis?

Which action should you take?

Choose only one option

By excluding behavioral data from non-purchase channels

By ignoring offline behaviors and focusing only on digital interactions

By focusing only on one channel and ignoring others

By tracking customer behavior across all touchpoints (online, offline, mobile) to understand engagement patterns