Practice Test GeeksCSS - Customer Service Situations Practice Test
← All CSS Flashcard Decks

Customer Retention Techniques Flashcards

7 cards from real CSS practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Customer Retention Techniques flashcards as text

  1. What is the primary goal of customer retention in a customer service role?

    Answer: Keeping existing customers satisfied and continuing to do business with the company

    Customer retention focuses on maintaining existing customer relationships so they continue doing business with the company.

  2. Which approach BEST demonstrates a proactive customer retention effort?

    Answer: Reaching out to at-risk customers with personalized offers before they consider leaving

    Proactive retention means identifying and addressing at-risk customers before they decide to leave, rather than reacting after the fact.

  3. A customer calls to cancel their account. What should be your FIRST step?

    Answer: Ask the customer why they are considering canceling

    Understanding the reason for cancellation helps you address the root cause and potentially offer a solution that meets the customer's needs.

  4. What does 'customer lifetime value' (CLV) refer to?

    Answer: The total revenue a customer is expected to generate over their entire relationship with the company

    CLV represents the total projected revenue a business can earn from a customer throughout their entire relationship, making retention financially valuable.

  5. Which of the following is a key warning sign that a customer may be at risk of leaving?

    Answer: Decreased engagement and fewer recent purchases

    Declining engagement, such as fewer purchases or reduced interaction, is a common early indicator that a customer may be considering leaving.

  6. A customer loyalty rewards program is MOST effective when it:

    Answer: Offers meaningful, easily redeemable benefits that align with customer interests

    Loyalty programs succeed when they provide genuine value through accessible and relevant rewards, encouraging customers to stay engaged.

  7. A customer mentions they are comparing your service to a competitor's lower price. The BEST retention response is to:

    Answer: Acknowledge their concern, highlight your unique value, and explore options to meet their needs

    Acknowledging the concern, communicating unique value, and exploring options shows the customer you care and may reveal solutions that meet their needs without a price war.