Level 0 exam — Customer relations

Exam — fresh questions

12 questions to validate the fundamentals: strategic relations, satisfaction and loyalty, customer expectations, channels.
Answer everything, then click Check: your score and explanations will appear.

0.1 · Application

1. Acquiring costs 5 to 7 times more than keeping. Conclusion?

Invest everything in ads Retention is the economic engine: keeping pays Lower prices Ignore existing customers

Revenue comes from those who stay: keeping is insurance, not a cost.

0.1 · Arbitration

2. A competitor copies your product and sells it cheaper. What is left?

Bankruptcy Luck Nothing The experience (listening, reliability, humanity): what cannot be copied

You sell trust interaction by interaction: that is the lasting differentiator.

0.1 · Recall

3. Which is NOT an effect of word of mouth?

It never sleeps It replaces accounting A satisfied customer tells 3 people An unhappy one tells 10 + online reviews

Permanent reputation: every interaction builds image, for better or worse.

0.2 · Application

4. Experience falls below expectations. Result?

Loyalty Nothing Satisfaction Disappointment: raise the experience AND calibrate expectations

Experience ≥ expectations = satisfied: overselling to close the deal programs the complaint.

0.2 · Arbitration

5. Satisfied once vs loyal: what is the difference?

Satisfaction = one-off (transaction); loyalty = lasting behaviour Opposites None The same

You can be satisfied without being loyal; never durably loyal without repeated satisfaction.

0.2 · Application

6. What is the path to ambassador?

Unhappy → satisfied → loyal → ambassador (reliability, care, emotion) Through ads By chance Directly

Every step is earned: reliability first, care next, emotion last.

0.3 · Application

7. A customer says "I need this fast". First reflex?

Say no Rush in Qualify: "fast = Friday 12pm at the latest?" (vague becomes contract) Ignore it

"Fast" means nothing: a dated criterion + explicit yes = commitment on both sides.

0.3 · Arbitration

8. Stated vs implicit vs latent expectations?

The same Stated is said, implicit is obvious but unsaid, latent delights Opposites Useless

The stated avoids anger, the implicit builds trust, the latent creates ambassadors.

0.3 · Application

9. Where do 80% of disputes come from?

Prices Chance Bad luck Poorly captured expectations (no locked-in reformulation)

"If I understand correctly… is that right?": the yes locks it in before acting.

0.4 · Application

10. Complaint received on Instagram (public). Which channel for handling?

Delete it Debate in public Reply fast + move to private, handle by voice, track by email Ignore it

Public calmed, emotion by voice, written proof: each channel does what it does best.

0.4 · Arbitration

11. Customer on the phone about a complex, emotional matter. Right?

Write them a novel Send them to chat Yes: voice carries emotion and enables listening; writing follows as a record Hang up

Emotion = voice first; record = writing next. The channel follows the matter.

0.4 · Recall

12. Which is the #1 irritant?

Repeating their story to every contact A smile A callback Announced waiting

CRM + handover with context: whoever takes over knows everything, the customer repeats nothing.

What's next?

Score ≥ 80%: move on to Level 1 · Talking to customers (welcome and first impressions, active listening and empathy, speech and vocabulary, phone, email and chat).
Score < 80%: revisit the missed sections (strategy 0.1, satisfaction and loyalty 0.2, expectations 0.3, channels 0.4), re-read the explanations above, then retake the test.