cx coordinator bundled exams stellantis with 100% correct solutions 2024

ONCE RECEIVED, HOW LONG DOES A CUSTOMER HAVE TO COMPLETE AND SUMIT THE SURVEY? correct answers30 DAYS WHAT SHOULD YOU DO IN THE TIME BETWEEN THE CLOSE OF THE SALE OR COMPLETION OF SERVICE AND THE SURVEY INVITATION BEING SENT? correct answersFOLLOW UP WITH THE CUSTOMER TO ENSURRE THEIR NEEDS WER...

When did the term CX enter the lexicon? correct answersAround 2010 What are the four main avenues that Qualtrics sees its customers translating CX into financial impact? correct answersCustomer Retention, Customer Lifetime Value, Cost to Serve, Cost of Acquisition What are the three types of...

What are the three elements of an intercept? correct answersCreative: select the visual design Target: indicate the intended action (Qualtrics survey, web page, or none) Logic: identify the correct audience The purpose of an intercept is to __________________ . correct answersdeliver a creati...

Market) = the sector's entire revenue opportunity -SAM (Service Addressable Market) = what part of the TAM is being served -SOM (Serviceable Obtainable Market) = What share of the SAM can be captured What are the ways of calculation TAM? correct answers1. Top down approach (primary) - MACRO ...

Management updates, CX trend reports and benchmarking Where are the dealership's CSI and SSI scores reported in real time? correct answersCX Dashboard Industry research has repeatedly demonstrated that positive customer experience is the determining factor in __________. correct answerslong...

customer experience correct answersQuality of relationship that a customer has with your organization (quality of interaction) Customer Experience Management (CEM) correct answersinfuses customer insights into every decision at every level of the organization CX can contribute by growing the...

Where can you find the CX Survey Response Rate report? correct answersUnder Disposition Reporting Once a customer submits the CX Survey, the results are uploaded to the CX Survey Dashboard __________ correct answersnot - in 2 hours not - after 24 hours Which tool enables you to search thr...

why is customer experience important? correct answersit costs 5-10x more to get a new customer 5% increase in customer retention = ______ increase in profitability correct answers25-85% What is important to customers? How are we performing? What should we fix or improve? these are corre...

Which question type would be most suitable for you to display a set of instructions, an introduction, or a static consent form in your survey? correct answersDescriptive Text and Graphic questions are excellent for including a static introduction or instructions in your survey. Though they're call...

How can Service Advisors use iShowroom's Vehicle Delivery Confirmation (previously OS plus) to assist customers? correct answersTo help answer any questions they might have about vehicle features How can you help return the vehicle cleaner than when it arrived? correct answersnot - Perform a q...

Customer Experience CX correct answersThe quality of a customer's relationship with your organization Customer XM correct answersinfuses customer insights into every decision at every level of an organization 4 main avenues Qualtrics sees its customers translating CX into the financial impa...

Who plays a role in creating a positive customer experience at your dealership? correct answersEveryone Which CX Dashboard functionality helps sift through survey data? correct answersFilters How do you opt-in to receive email notifications when new cases are generated? correct answersClick...

improving service quality is a team effort primarily between two parties correct answersservice and parts personnel dealerships produce ________ when conducting repeat repairs due to missed fixed first correct answersfewer hours, more unhappy customers and fewer profits which is not a primar...

What should you do in the time between the close of the sale or completion of service and the survey invitation being sent? correct answersFollow up with the customer to ensure their needs were met Where can you find a link to Stellantis-specific reference guides, training videos, quick start gu...