Satisfaction guaranteed develop customer loyalty online coursera quiz answers weekly challenge 2
1. Which of the following information can social media analytics provide to help a company improve their campaigns? Select all that apply.
- The number of approval actions—such as likes, mentions, retweets, or favorites—that a post receives relative to followers.
- The number of times a piece of content is displayed to a target audience.
- The attention a company’s brand received across all social media platforms during a reporting period.
- The percentage of email recipients who unsubscribe from a send list after opening an email.
2. Which of the following is a metric that estimates the total amount of money that a customer is expected to spend with a business over time?
- Customer lifetime value
- Net promoter score
- Brand advocacy
- Key performance indicator
3. What type of company would find it helpful to track micro conversions?
- A company that sells low-priced products, such as office supplies or groceries
- A company that has been in business for at least a couple of years
- A newer e-commerce store
- A company that sells high-priced products, such as diamond jewelry or upscale furniture
4. Which of the following does a business using Shopify have access to? Select all that apply.
- Overview dashboard
- Company-specific market research
- Live view
- Analytics reports
5. What is the purpose of determining cart abandonment rate?
- To track the average amount of money a customer spends each time they complete a purchase.
- To determine what source of website traffic is made up of visitors who are likely to become customers
- To determine the cost per acquisition of customers.
- To track the percentage of customers who leave a website before completing their purchase
6. Which of the following describes the relationship between average order value and customer lifetime value?
- Average order value is the percentage of customers that a company retains over a certain period of time. Customer lifetime value is the average cost of acquiring a paying customer.
- Average order value is the average revenue generated by customers over a certain period of time. Customer lifetime value tracks the average amount of money a customer spends each time they complete an order.
- Average order value is the percentage of users who complete a desired action. Customer lifetime value tracks the average cost of acquiring a potential customer.
- Average order value tracks the average amount of money a customer spends each time they complete an order. Customer lifetime value is the average revenue generated by customers over a certain period of time.
7. What is conversion rate optimization?
- The process of increasing the percentage of website visitors who complete a desired action.
- The process of tracking the average amount of money a customer spends each time they complete an order.
- The process of calculating the average revenue generated by customers over a certain period of time.
- The process of increasing the amount of time visitors spend on a website.
8. Which of the following are potential ways for a company to increase their average order value? Select all that apply.
- Overpromising
- Upselling
- Creating an order minimum for free shipping
- Cross-selling
9. What is the purpose of product analytics?
- To monitor and evaluate data to gain insights into how users interact with a product or service
- To measure the number of customers who promote a brand through word-of-mouth marketing
- To provide a real-time view of the store’s activity as it happens
- To gauge how successful a business is in its effort to reach a business or marketing goal
10. What can a company use to find the percentage of products sold that are sent back by customers?
- Customer satisfaction rate
- Return rate
- Customer retention rate
- Product conversion rate
11. Which of the following information can paid advertising analytics provide to help a company improve its marketing campaigns? Select all that apply.
- Number of people who people clicked on the company’s ads
- Number of users who open the company’s email
- Number of people who viewed the company’s ads online
- Number of conversions
12. A digital marketer gathers customer data for an e-commerce business. They notice a high customer lifetime value when measuring customer loyalty. Why is a high customer lifetime value beneficial to the company?
- Because keeping existing customers is more cost-effective than gaining new customers
- Because gaining new customers is most effective while a campaign is live
- Because it indicates how likely customers are to make a purchase over the next year
- Because it improves the performance of email marketing campaigns
13. A marketer monitors an e-commerce business’s social media. They use social media analytics to track, collect, and analyze data from several social media platforms. What information can the marketer gather from social media analytics?
- Why someone unsubscribes from the email list after opening an email
- How much attention the business receives across online forums
- How much a conversion costs and how it affects the business’s success
- How many times a visitor was guided to the e-commerce website from another website
14. Which of the following is a metric that estimates the total amount of money that a customer is expected to spend with a business over time?
- Brand advocacy
- Net promoter score
- Key performance indicator
- Customer lifetime value
15. Which of the following are reasons why a well-established e-commerce store might track metrics over a longer period of time? Select all that apply.
- Access to more data
- Ability to focus more heavily on metrics that relate to customer loyalty
- Fewer visitors and sales
- Longer-lasting relationships with their customers
16. Which of the following does the Shopify overview dashboard provide information about? Select all that apply.
- Site traffic, total sales, conversion rate, average order value, and best-selling products within a specific time period
- Metrics for the store, including key data about the store’s visitors, sales, and orders
- How the store is performing over time across all sales channels
- The percentage of email recipients who unsubscribe from the send list after opening an email
17. On their e-commerce website, a company suggests a more expensive product than what the customer was considering. What sales technique did they use?
- Conversion boosting
- Conversion rate optimization
- Cross-selling
- Upselling
18. Why might a company use a heat map on their website?
- To provide a sign up form for the potential customer to register for an email list
- To track the average amount of money a customer spends each time they complete an order
- To learn more about user behavior and what visitors interact with on their website
- To compare two versions of a web page to find out which updates will have the biggest impact
19. Which of the following are metrics a company might use to analyze product performance? Select all that apply.
- Customer retention rate
- Customer satisfaction rate
- Product conversion rate
- Return rate
20. Which of the following metrics measures brand advocacy by using a survey to ask how loyal customers are to a company?
- Brand advocacy
- Key performance indicator
- Net promoter score
- Customer lifetime value
21. A digital marketer for an e-commerce store tracks its cart abandonment rate. What do they learn when tracking this metric?
- The percentage of customers who add items to their cart and do not complete the purchase
- The average amount of money customers spend when they add items to their cart and make a purchase
- The percentage of customers who take more than five days to complete a purchase
- The average cost of acquiring a customer who adds items to their cart and completes the purchase on the same day
22. A marketer increases an online store’s revenue in six months without gaining new customers. How did they achieve this short-term growth?
- They increased the average amount of money a customer spends each time they complete an order.
- They increased the percentage of customers they retain over a certain period.
- They tracked how often customers add products to their shopping carts and leave the store without completing their purchase.
- They increased the average revenue generated by customers over their lifetime as a customer.
23. A digital marketer updates an e-commerce website. They want to identify which new web page impacts customers most and use a method that compares two versions of the page. What method did they use to determine the best-performing web page?
- Conversion rate optimization
- Asset testing
- A/B testing
- Up-selling
24. Which of the following sales techniques is used to encourage customers to spend more by purchasing a product that is related to what they are already buying?
- Rewards programs
- Cross-selling
- Bundle deals
- Upselling
25. Which of the following are ways a company might improve their product conversion rate? Select all that apply.
- Update the product description to include the benefits of the product, technical specifications, a size chart, and any information that is available on the product packaging
- Add photos of products in all available colors and from multiple angles
- Overpromise what the product can do for the customer
- Use higher-quality photos that allow customers to zoom in for more detail
26. Which of the following information can email marketing analytics provide to help a company improve their campaigns? Select all that apply.
- The percentage of users that open a company’s email
- The attention a company’s brand received across all social media platforms during a reporting period
- The percentage of email recipients who unsubscribe from the send list after opening an email
- The percentage of email recipients who clicked on a link in an email and took a desired action, like making a purchase
27. An e-commerce store has been in business for five years. Over what period would this e-commerce store likely compare the results of their metrics?
- Day over day
- Month over month
- Year over year
- Week over week
28. Which of the following metrics tracks the average amount of money a customer spends each time they complete a purchase?
- Qualified traffic
- Cart abandonment rate
- Average order value
- Customer lifetime value
29. A digital marketer needs to determine how much it costs to gain new customers for an e-commerce store. What metric should they track?
- Cost per cart
- New customer value
- Average order value
- Cost per acquisition
30. After a marketer reviews a product page, they are interested to know if the product’s performance is average for the category and if there are any flaws in the product design. What is likely the reason the marketer is asking these questions?
- They are introducing upselling techniques.
- Customers have returned the product.
- They are creating a new campaign.
- Customers do not purchase the product.
31. A marketer uses paid advertising analytics to track a campaign's performance and improve its return on investment. What information does the marketer learn from paid advertising analytics?
- How many people mention the business online
- How many visitors clicked on a link that brought them to the brand’s website
- How many people viewed the promotion online
- How many visitors opened an email from the business
32. Which of the following describes the purpose of brand advocacy?
- Estimate the total amount of money that a customer is expected to spend with a business over time
- Gauge how successful a business is in its effort to reach a business or marketing goal
- Measure the number of customers who promote a company through elements like word-of-mouth marketing
- Indicate that a potential customer is moving toward a completed purchase transaction
33. An online store has been in business for over seven years. To measure the store’s growth and revenue, they use quarter-over-quarter and year-over-year comparisons. Why is the store able to track metrics over a longer period?
- Due to the number of years in business, they likely have longer-lasting relationships with their customers and access to more data.
- Due to the number of years in business, they likely skip steps in the customer journey to gain access to customer data.
- Due to the number of years in business, they likely have a successful brand reputation and sell high-end products.
- Due to the number of years in business, they likely ask customers for their personal information the first time they visit the store.
34. A digital marketer is interested in an e-commerce store’s performance across all sales channels over the last three months. Where will they find this information on Shopify?
- The key data dashboard
- Live View
- Data View
- The overview dashboard
35. An e-commerce marketer plans to increase the number of website visitors who purchase from an online store. Their goal is to eliminate any barriers preventing customers from making a purchase. What is this process for increasing revenue known as?
- Website optimization
- Conversion rate optimization
- A/B testing
Cross-selling
36. Which of the following sales techniques is used to encourage customers to spend more by upgrading to a more expensive product?
- Rewards programs
- Cross-selling
- Upselling
- Cart minimums
37. Which of the following are benefits to a company using product analytics?
- To take advantage of customer referrals
- To evaluate whether a product is successful
- To evaluate the impact of marketing campaigns
- To avoid selling products that do not benefit the business or could harm their brand’s reputation
38. A digital marketer uses the Net Promoter Score (NPS) metric to measure brand advocacy. How is NPS data gathered?
- By using a survey that asks customers how likely they are to complete a purchase on a scale from 0 to 10
- By using a survey that asks customers how much money they are willing to spend with the business over their lifetime
- By using a survey that asks customers how likely they are to recommend the business to someone on a scale from 0 to 10
- By using a survey that asks customers about their geographic location, interests, behavior, and spending habits
39. Which of the following information is available in Live View on Shopify? Select all that apply.
- Thenumber of approval actions—such as likes, mentions, retweets, or favorites—that a social media post receives relative to followers
- The percentage of email recipients who unsubscribe from the send list after opening an email
- The number of customers who have added items to their cart, reached the checkout, or made purchases in the last 10 minutes
- The number of visitors and total sales for a day
40. Fill in the blank: Companies can use _____ to understand how customers interact with and navigate a website.
- A/B testing
- customer interaction maps
- up-selling tools
- heat maps
41. What can a company use to find the percentage of customers who purchase a product after viewing it?
- Cart abandonment rate
- Average order value
- Product conversion rate
- Customer retention rate
42. What information can the marketer learn from email marketing analytics?
- How many people clicked on an email link and became a loyal customer
- How much attention a brand receives on social media from email subscribers
- The percentage of emails sent that could not be delivered to the recipient’s inbox
- The number of visitors who clicked on a link that brought them to the brand’s website
43. What metric indicates that a potential customer is moving towards a completed purchase transaction?
- Micro conversions
- Macro conversions
- Brand reputation
- KPIs
44. A marketer uses analytics to evaluate product performance. They notice a high return rate when reviewing a specific product category. What does a high return rate indicate?
- A high percentage of customers are unhappy with the store’s returns policy
- A high percentage of purchases are from returning customers
- A high percentage of products sold were returned by customers
- A high percentage of customers viewed an item but did not purchase
45. Over what time period would a newly established e-commerce store compare the results of their metrics?
- Year over year
- Quarter over quarter
- Day over day
- Week over week
46. Which of the following describes the relationship between average order value and customer lifetime value?
- Average order value tracks the average amount of money a customer spends each time they complete an order. Customer lifetime value is the average revenue generated by customers over a certain period of time.
- Average order value is the percentage of users who complete a desired action. Customer lifetime value tracks the average cost of acquiring a potential customer.
- Average order value is the average revenue generated by customers over a certain period of time. Customer lifetime value tracks the average amount of money a customer spends each time they complete an order.
- Average order value is the percentage of customers that a company retains over a certain period of time. Customer lifetime value is the average cost of acquiring a paying customer.
47. A pet supply company encourages customers to add flea repellent, shampoo, and toothpaste to their order of puppy vitamins. What does this sales technique achieve?
- It increases the conversion rate by offering the customer a personalized experience.
- It increases the conversion rate by encouraging the customer to buy useful items they had not considered.
- It increases the average order value by increasing the number of items a customer buys.
- It increases the average order value by increasing the value of the item a customer buys.
48. A digital marketer gathers customer data for an e-commerce business. They notice a high customer lifetime value when measuring customer loyalty. Why is a high customer lifetime value beneficial to the company?
- Because it improves the performance of email marketing campaigns
- Because keeping existing customers is more cost-effective than gaining new customers
- Because it indicates how likely customers are to make a purchase over the next year
- Because gaining new customers is most effective while a campaign is live
49. A digital marketer monitors an e-commerce store in Shopify. They access Live View to learn about the store’s performance in real-time. What information is available to them in Live View?
- The household income and spending budget of the customers
- The number of social media followers the brand has on Facebook
- What customers say about the brand online
- The number of customers who have added items to their cart
50. A marketer calculates the percentage of customers who purchase a product after viewing it. The results indicate a low product conversion rate. Which tactic will help the marketer improve the product conversion rate?
- Encourage customers to purchase a more expensive product than the product in their cart
- Order large amounts of inventory to prepare for seasonal demand and speed up the order process
- Post product information on social media and add descriptions to the captions
- Update the product description with product benefits and any information on the product packaging
51. A digital marketer creates a survey to determine how loyal customers are to a business. What metric is the survey measuring?
- Brand reputation, which refers to a customer’s opinion about the business’s products or services
- KPIs, which determine how successful a business is in its effort to reach a business or marketing goal
- Micro conversions, which indicate that a potential customer is approaching a completed purchase transaction
- Brand advocacy, which measures the number of customers who promote a brand through word-of-mouth marketing
52. Fill in the blank: Shopify’s _____ includes maps to visualize where customers are coming from.
- Data View
- Dashboard View
- Map View
- Live View
53. A digital marketer learns that an e-commerce store has a large number of abandoned carts. What can they do to recover the lost sales?
- Sell the store’s products or services at a reduced price
- Send emails to remind customers about their items
- Add a note to the checkout page warning customers not to abandon carts
- Charge a fee when customers abandon their carts
54. Which of the following e-commerce metrics provides information about customer satisfaction so that companies can evaluate the customer experience and find ways to make improvements?
- Customer retention rate
- Cart abandonment rate
- Cost per acquisition
- Conversion rate optimization
55. Which of the following information can social media analytics provide to help a company improve their campaigns? Select all that apply.
- The number of times a piece of content is displayed to a target audience
- The percentage of email recipients who unsubscribe from a send list after opening an email
- The number of approval actions—such as likes, mentions, retweets, or favorites—that a post receives relative to followers
- The attention a company’s brand received across all social media platforms during a reporting period
56. A digital marketer for an e-commerce company tracks the average order value. What information do they learn when tracking this metric?
- The average amount of money a customer spends each time they complete an order
- The average cost of acquiring a high-income customer who frequently shops online
- The percentage of customers who add products to their cart and do not purchase
- The percentage of customers who spend over $200 on every purchase
57. What can an e-commerce marketer do to help improve a product conversion rate?
- Include a short and catchy description of the product benefits
- Disable the customer reviews feature if the website has one
- Refer customers to social media for more information about the product
- Add photos of the product in all available colors and from multiple angles
58. A digital marketer learns that an e-commerce store has a low customer retention rate. What should they do to increase the customer retention rate and improve customer satisfaction?
- Assess the social media strategy and incentivize customers for their loyalty
- Email customers to remind them about their abandoned carts
- Create a new website and ad campaign to attract new customers
- Evaluate the customer experience and identify ways to improve it
59. A company uses cross-selling on its e-commerce website to sell more products. How does the cross-selling sales technique increase customers’ average order value?
- It increases how much a customer spends by encouraging them to purchase a more expensive product.
- It increases the number of products a business sells by increasing the conversion rate for discounted products.
- It increases the number of products a customer buys by encouraging them to buy a product that is related to what they are already buying.
- It increases the number of products a customer buys by simplifying the checkout process and allowing them to checkout quickly.