1.2 Explain the Stages Throughout the Customer Lifecycle (choosing > Using > Loving) 700-805 Practice Questions (Page 4)

Questions 16–20

1. 16foundation · easy

   Which outcome is most closely associated with the loving stage of the customer lifecycle?

   • AOnboarding completion
   • BCustomer loyalty and advocacy
   • CInitial product selection
   • DFeature comparison
   Reveal Solution Discussion Select an answer first
2. 17foundation · easy

   What is the primary goal of onboarding during the using stage?

   • ATo collect customer testimonials
   • BTo help the customer become proficient with the product
   • CTo evaluate alternative products
   • DTo convince the customer to purchase additional licenses
   Reveal Solution Discussion Select an answer first
4. 18expert · hard

   A customer has been a loyal user of a CRM platform for years and is a vocal advocate. However, a new competitor has released a feature that the customer's sales team is requesting. The customer is now considering a switch. The vendor has the feature on its roadmap but it will not be available for another year. What is the best course of action for the account team?

   • APromise the feature will be delivered in three months, even though the roadmap says a year.
   • BOffer a significant discount on the renewal to distract from the missing feature.
   • CAcknowledge the gap, share the roadmap, and work with the customer to find interim solutions using existing features.
   • DDeny that the competitor's feature is important and convince the customer they do not need it.
   Reveal Solution Discussion Select an answer first
5. 19foundation · easy

   During the choosing stage, which activity is most typical for a customer?

   • AParticipating in a user group
   • BSubmitting a support ticket
   • CAttending training sessions
   • DComparing features of competing solutions
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6. 20expert · hard

   A customer has been a loyal user of a cloud storage service for three years. They have high adoption and have renewed twice. However, the customer's IT director has recently been promoted and the new IT director is skeptical of the service and is considering moving to a competitor. The account team has a strong relationship with the outgoing IT director. What is the most effective strategy?

   • AOffer the new IT director a personal incentive to keep the service.
   • BWait for the new IT director to make a decision before taking any action.
   • CRely on the outgoing IT director to convince the new director to stay.
   • DBuild a relationship with the new IT director by understanding their concerns and demonstrating the service's value.
   Reveal Solution Discussion Select an answer first