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NALP Exam. Course 2 Questions and Answers Latest Updated 2024
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Exam of 4 pages for the course NALP at NALP (NALP Exam. Course 2)
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NALP Exam. Course 2In the video entitled Market Trust, what did Johnson & Johnson do to maintain customer
loyalty to their brand? - answer Even though advised not do so, they pulled their entire
product from the shelves. They created a new tamper-proof cap and packaging and
then reintroduced the product a month later.
What are the four key concepts in how Johnson & Johnson responded to their crisis? -
answer- talking straight
- righting wrongs
- practicing accountability
- getting better
What is a piece of evidence shows that your property is a "trusted brand"? - answer
Feedback from current, past, or prospective residents
What is a piece of evidence shows that your property is a "trusted brand"? - answer
Web postings on reputation sites such as Yelp.com and ApartmentRating.com, though
those may vary in reliability
What is a piece of evidence shows that your property is a "trusted brand"? -
answerComments and feedback from others in the apartment industry (your competitors
have heard about you the same way you've heard about them!)
What is a piece of evidence shows that your property is a "trusted brand"? -
answerPoint of service survey results from residents
What is a piece of evidence shows that your property is a "trusted brand"? -
answerstrong retention results
What typically makes a customer connect with a company emotionally? - answerThey
make me feel as if they know me; I'm not just a number
What typically makes a customer connect with a company emotionally? - answerThey
treat me with respect
What typically makes a customer connect with a company emotionally? - answerThey
listen to me and respond honestly
What is "branding" in the apartment industry? - answerBranding is your promise to your
customer. It tells them what you offer in terms or products and services and how you
are different than your competition.
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