Question 1

Customer Journey session:

What is the purpose of identifying, understanding, and mastering the customer journey, for the service provider perspective, when consider optimizing risk and compliance?

Options :

A : To ensure key service consumer risks have been identified and addressed

B : To gain optimal service value and experience from the service relationship

C : To focus on the customer satisfaction issues and key areas with the highest pay-outs related to costs

D : To identify and support specific service consumer behaviours and outcomes

Answer: C

Question 2

Realize session:

In the context of a 'cooperative relationship' between a service provider and a customer, which activity is MOST LIKELY to be employed for validating the services provided?

Options :

A : Carrying out ad-hoc joint service reviews that focus on evaluating costs and benefits.

B : Engaging in continual tracking and analysis of the outcomes, costs, and risks associated with the services.

C : Conducting joint service reviews to assess the achievement of service targets collaboratively.

D : Reviewing the costs related to technology upgrades carried out by the service provider.

Answer: C

Question 3

Explore session:

During the explore step, what is a crucial aspect of risk assessment, and how should the organization handle the identified risks for optimal service opportunities?

Options :

A : The risk assessment should focus on strengths and opportunities, and any potential risks should be ignored.

B : The risk assessment should primarily address vulnerabilities and their potential impact on the organization-s current situation.

C : The risk assessment should consider weaknesses, threats, vulnerabilities, and their impact on both the current and desired situation

D : The risk assessment is unnecessary during the explore step, as it mainly deals with potential benefits and costs of service opportunities.

Answer: C

Question 4

Marketing campaigns work best when the service provider tailors the message to a specific group of people and their needs and desires. To do this effectively, specific user profiles (personas) must be used. This will allow the service provider to write a personal message to potential customers which addresses their true needs. To formulate the message, simple techniques, such as AIDA (awareness, interest, desire, action), can be used.

What is WRONG about targeted marketing and AIDA?

Options :

A : Desire: Affective stage

B : Action: Behaviour stage

C : Awareness: Cognitive stage

D : Interest: Planning stage

Answer: D

Question 5

Customer journey maps normally represent a generic flow for a group of stakeholders to allow the service provider to focus its efforts on widespread improvements.

What are the personas?

Options :

A : Are often used to represent a group of third parties

B : Are fictitious yet realistic description of a typical or target customer or user of a service or product

C : Are archetypes of actual people and should not be described as if they were real.

D : Are snapshots of non-relevant and unique characteristics in a customer, based on user research.

Answer: B

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