Elance Test Answers for Social Media Marketing

Social Media Marketing Test Answers For Elance.

QUESTION-1 what feature does LinkedIn offer for pay accounts?
a. Ability to post pictures
b. Increased abilities to connect directly and send messages to people
c. Ability to post in Groups and create a Group
d. Ability to block users

QUESTION-2 Which of the following would be leveraging both social network and traditional marketing?

a. Handing out print advertisements with a coupon for a store

b. A print advertisement in a magazine which drives people to a website where there is a free trial offer

c. Posting an advertisement on a message board

d. Hosting a video ad on YouTube not otherwise seen elsewhere

QUESTION-3 Why is it important to post to a blog regularly?

a. It reduces the cost per blog post

b. Keep readers engaged and also gives search engines content to index

c. It gives the social media marketing specialist something to do

d. It allows more chances for the company to put down the competition

QUESTION-4 How can a company use the same material for both traditional and social network marketing?

a. Posting a luring comment on Twitter to the company site

b. Selling ad space on the company website

c. Utilizing a television ad campaign online as well on their site and sites such as YouTube

d. Creating a magazine print ad with the company website

QUESTION-5 How is site traffic useful in evaluating marketing?

a. Overall site traffic can be followed and a general idea of marketing's impact on it can be determined

b. There is no correlation site traffic and marketing

c. Ads can send receivers to a specific landing page, which can be tracked

d. Product sales from the company website can be attributed directly to themarketingcampaign

QUESTION-6 How does YouTube serve a dual?

a. It can be used as a company blog as well as video advertisements

b. It can be used for company pictures and videos

c. It can be used to host the company website as well as videos

d. It can be used as the forum for dispersing company videos, as well as a host when embedding videos in sites outside of YouTube

QUESTION-7 How can LinkedIn serve the company aside from social network marketing?

a. Job openings can easily be dispersed to qualified candidates on LinkedIn

b. Company pictures can be posted to the profile

c. Negative press about the competition can be easily spread

d. Pricing lists can be posted

QUESTION-8 How does a blog directly impact sales of a company?

a. It tells customers what products to buy

b. It can be used to talk negatively about the competition

c. It is typically used as the way to disperse company coupons

d. Typically a blog does not directly create sales

QUESTION-9 What is “guerilla marketing”?

a. Marketing geared towards animal lovers

b. Marketing which relies on time and energy rather than a large dollar budget

c. Aggressive sales techniques

d. Marketing using a large scale national budget

QUESTION-10 What non financial measure of marketing is important to track?

a. CEO performance

b. Number of new hires in marketing

c. Number of impressions

d. New customer acquisition

QUESTION-11 Why is it important to have a company blog hosted on the company web domain versus a third party blogging site?

a. Required by law

b. Search engine rankings will include hits on the blog as part of the overall website hits

c. Requires less effort to maintain

d. Cannot be hacked easily

QUESTION-12 How often should a marketing plan be revisited?

a. Never, once written it is complete

b. As often as needed in order to revisit the plan of action and revise any new actions

c. At company board meetings

d. During the financial review of the company each month

QUESTION-13 How can a company convert posts on Twitter to sales?

a. Write demanding points about the competition

b. Write posts about personal information of the CEO

c. Creating posts which drive followers to their site

d. Constantly post updates about how the company needs more sales

QUESTION-14 What does the product portion of the 4 P's of marketing focus on?

a. The product of service being marketed to consumers

b. The manufacturing process

c. How the price will be set for the product

d. How the new product will be promoted

QUESTION-15 What is the general purpose of posting a video blog routinely to YouTube?

a. It allows the company to hard sell its products

b. It allows the company to drive website traffic to its blog

c. It can be used to disperse the company contact information

d. It allows followers to create a personal connection with the employees of the company

QUESTION-16 Which type of marketing would a company blog be considered?

a. Social Network Marketing

b. Traditional Marketing

c. Both

d. Neither

QUESTION-17 What additional feature does Facebook have that helps engage in a dialogue with followers?

a. Ability to leave message for each other

b. Ability to chat live

c. Ability to post updates live

d. Ability to post updates from a mobile device

e. All of the above

QUESTION-18 Why is Facebook the most well rounded social networking marketing space?

a. It has been around the longest

b. It does not cost any money

c. It allows for video, short posts, long posts, articles, pictures-all aspects of other sites combined into one

d. It allows for pictures

QUESTION-19 What is meant by the concept of “viral” in social media?

a. Social media which is spread to viewers by the consumer, growing in popularity

b. It is a method of branding a company

c. Advertising which can easily be emailed

d.advertisements which are not serious

QUESTION-20 What is the term adopted for updates by Twitter users?

a. Tweets

b. Twoots

c. Twinks

d. Posts

QUESTION-21 What would be the marketing budget section of a marketing plan consist of?

a. The cost to write the plan

b. The expected costs for each ad campaign based on the delivery method

c. The overall marketing budget for a year

d. The marketing personnel job descriptions

QUESTION-22 What is “wiki”?

a. Form of blogging

b. A social networking site

c. Interconnected and user generated knowledge management systems

d. A tool for posting to social media networks

QUESTION-23 What is the method for being linked to other users on LinkedIn?

a. Followers

b. Connections

c. Friends

d. Associates

QUESTION-24 What does updates to Facebook status resemble most closely?

a. Video blogs

b. Posts on Twitter

c. A company white page

d. Articles on LinkedIn

QUESTION-25 What is one measure a company can use to validate the usefulness of its video posts on YouTube?

a. The number of followers

b. The amount of views of the video

c. The number of videos the company has up

d. The sales volume of the company

QUESTION-26 What can a company do on Facebook apart from their page to create a following?

a. Post more updates than usual

b. Post controversial posts

c. Use several pictures

d. Use Groups, both company originated and posting to other groups

QUESTION-27 What is meant by “Marketing Creative”?

a. The employees in the marketing department

b. The content for marketing and its creative aspect

c. The methods used to distribute marketing material

d. The branding image of the company

QUESTION-28 What is another term for “social media”?

a. Media Optimization

b. Consumer Generated Media

c. Advertising Socialization

d. Consumer Media Advertising

QUESTION-29 How can a company place itself as an expert in a certain area of expertise?

a. Post updates which brag about the company

b. Actively answer questions in the Q&A section of the site

c. Post comments on competitors pages stating how they are inferior

d. Answer questions in all categories, even ones the company is not in business of.

QUESTION-30 What style of blogging would be most effective for building relationships with customers?

a. Using the blog only for press releases

b. Posting resumes of the company officers

c. Posting articles about how terrific the company is, and putting down the competition

d. Writing posts about the company and its ups and downs from inside, personalized approach

QUESTION-31 What traditional marketing technique is YouTube closest to?

a. Print advertising

b. Television advertising

c. Radio advertising

d. Mail Advertising

QUESTION-32 What does the Answers section of LinkedIn allow people to do?

a. Users to post questions directly to companies

b. Post questions based on a category, and receive responses from experts in the field

c. Posts links to the company press releases

d. A meeting place for new connections

QUESTION-33 What do Connections on LinkedIn effectively represent?

a. Random strangers who found the company

b. People the company has sold product or services to

c. An avenue to disperse coupons

d. People and other companies the user is connected to directly

QUESTION-34 What is the character limit for posts on Twitter?

a. No limit

b. 100 characters

c. 140 characters

d. 200 characters

QUESTION-35 What should a company post on Twitter?

a. New product launches

b. Significant company news

c. Occasional day to day posts of interest

d. All of the above

QUESTION-36 Which of the following is an important aspect of creating blogs and posting content?

a. Using a witty user name

b. Posting at least once a month to the blog

c. Social Media Optimization

d. Using humor

QUESTION-37 What type of status updates would drive visitors to the company site?

a. An update telling friends they hope to see them all soon

b. A link to a new press release hosted on the company site

c. A link to a third party hosting a company press release

d. A picture of the CEO

QUESTION-38 How can a company ensure that the proper audience finds their YouTube videos?

a. Post links on the company blog to the YouTube videos

b. There is no method to effectively direct people to the company videos

c. Use of keywords

d. Sending out mail advertisements

QUESTION-39 What is meant by A/B testing in marketing?

a. Testing of 2 different products

b. Testing 2 versions of an advertisement to see which elicits the best response

c. Clinical testing of medical products before legally allowing them for sale

d. Testing via 2 mediums, such as radio and television

QUESTION-40 What is “social media optimization”?

a. Creating content which easily creates publicity via social networks

b. Writing clear content

c. Creating short content which is easily indexed

d. Hiring people to create content for social networks

Elance Customer Service Test 2014 Answers.

Customer Service Test 2014 Answers For Elance.

 Question: 01
What should be done at the end of a phone call with a customer after resolving an issue they had?

    a.     Try to sell them something new.
    b.     Ask them to write a nice letter to the company praising the customer service agent.
    c.     Tell them only the first customer service call is free.
    d.     Repeat to the customer what you resolved and any further actions you'll be taking.



Question: 02
What is customer profiling?

    a.     Reporting customer data to government agencies
    b.     A customer filling in a profile online
    c.     Using customer data to determine an overall company marketing campaign
    d.     Using a series of data points to place customers into groups and tailoring their experience with your company


Question: 03
Which of the following would be the best thing to say to an irate customer?

    a.     Please call back later.
    b.     I'll have to ask my manager to approve what you are asking for.
    c.     I can see why you feel that way.
    d.     Why didn't you buy a competitor's product.


Question: 04
Why would a company want to know the profitability and sales history of customers?

    a.     They would automatically drop the lowest 10% of customers.
    b.     They can ask the higher sales clients to act as representatives of the company.
    c.     It offers the company potential for directing their marketing campaigns effectively on the basis of their buying habits.
    d.     They can find out who owes the company money.


Question: 05
What is the first step in mollifying a customer who has received bad service?

    a.     Ask the customer what the problem is.
    b.     Try to offer him/her something for free to pacify him/her.
    c.     Ask him/her to submit a complaint first.
    d.     Express regrets and promise to provide better service in future.


Question: 06
Why is giving a customer the required information considered good customer service?

    a.     It makes the customer feel they got something for nothing.
    b.     It makes the customer feel guilty if they ever have a problem.
    c.     It allows you to upsell to the customer something they do not need.
    d.     It allows you to add value for the customer and help them make an informed decision.


Question: 07
What is meant by a "hard no"?

    a.     Saying 'no' to the customer but offering alternatives
    b.     Saying 'yes' to the customer at first but switching to 'no' later
    c.     Saying 'yes' to the customer with no intention of following through
    d.     Saying 'no' to the customer and offering no alternative solution


Question: 08
What are the two factors to consider when Creating Customer Service Strategy?

    a.     Employee reception to the plan, and customer reception to the plan
    b.     The cost of implementing, and employee reception
    c.     The time needed to create and implement, and the cost of implementation
    d.     The competition's as well as the customers' reaction to the plan


Question
What is a data warehouse?

    a.     A single database for the CRM program
    b.     The physical warehouse where the company servers are stored
    c.     A database that stores information from several other data sources, allowing a CRM system to query multiple databases from one location
    d.     A program that is used to create financial reports


Question: 10
What final step can be taken to put your firm's customer service above that of all others?

    a.     Offer to refund more than the product value.
    b.     Let customers know what the standard procedure for handling irate customers is up front.
    c.     Give the customers time to cool off by asking them to call back later.
    d.     Follow up with customers after the fact to make sure they are happy with the resolution.


Question: 11
Which of the following would be a potential segmenting factor for customers?

    a.     Age range
    b.     Zip code
    c.     The industry they work in
    d.     All of the above


Question: 12
Which of the following would a customer not expect from a customer service agent?

    a.     Discretion
    b.     Rudeness
    c.     Effectiveness
    d.     Authenticity


Question: 13
What should be the ultimate goal of problem solving with the customer?

    a.     To save the company money
    b.     To get them off the phone quickly
    c.     To get referrals to other customers
    d.     To make them happy


Question: 14
What is meant by a "care token"?

    a.     To handle customers who are not happy with the company "with care"
    b.     A gesture made by the company to retain a customer after his/her having experienced bad customer service
    c.     A gesture made by the company as a last resort to get the customer to leave
    d.     A bonus to exceptionally good customer service agents


Question: 15
What should be the first thing to be done in problem solving?

    a.     Verify the information the customer has provided and any additional facts if required.
    b.     Tell the customer they will get whatever they want.
    c.     Tell the customer you'll see what you can do but not to expect much.
    d.     Look for errors in the customer's story


Question: 16
What should be done with an irate customer after they have vented out and explained their situation?

    a.     Ask them to call back later when they have calmed down.
    b.     Express empathy.
    c.     Put them on hold and pass them onto a manager.
    d.     Issue them a refund regardless of the problem.


Question: 17
What is the importance of customer oriented goodwill?

    a.     It allows for cheaper resolutions to customer conflict.
    b.     It is a good substitute for good customer service.
    c.     It allows the management to measure how well customer service is being performed.
    d.     It puts the company ahead of the competitors in respect of customer service.


Question: 18
Why do customers feel the need of some control in working to resolve an issue with a company?

    a.     They feel they are getting more for their money.
    b.     Customers feel that this way, they can get whatever they want, at least temporarily.
    c.     It ensures the customer will buy again.
    d.     It puts them in a positive mood and allows them to help guide the resolution


Question: 19
What is the first step in dealing with a customer when he/she is irate?

    a.     Tell him/her to be quiet and listen.
    b.     Tell him/her to call back when he/she has calmed down.
    c.     Ask the customer what can be done to solve the problem.
    d.     Let the customer give vent to his/her feelings and do not try to interrupt him/her.


Question: 20
What is the advantage of email based customer service?

    a.     It makes dealing with irate customers easier.
    b.     It provides an easy reference to past communication with the client.
    c.     It is impersonal.
    d.     Canned responses can be sent back.


Question: 21
Which of the following would be the best way to offer customer service online?

    a.     To make a form people can submit available online
    b.     To supply answers to FAQ's online
    c.     To make live chat with company representatives available 24/7
    d.     To make company phone number available online


Question: 22
What is the purpose of FAQ's (frequently asked questions)?

    a.     To give the website more content which looks impressive
    b.     To spur the customers to ask additional questions
    c.     To position the company as an industry leader
    d.     To answer questions customers often have so they can easily find the answer without having to ask


Question: 23
How do CRM(Customer Relationship Management) systems help in sending a consistent message to customers?

    a.     The same draft of an email can be sent to every single customer thus ensuring consistency.
    b.     They are used for all marketing efforts of a company.
    c.     Information can be distributed via the CRM system for sending the same message to all the customers in the same group.
    d.     The CRM system always works as the back end for the company website.


Question: 24
Which of the following would be considered going the extra mile in resolving a past customer service issue?

    a.     Replacing an item under warranty
    b.     Answering a call within two minutes
    c.     Absorbing any extra costs such as shipping costs incurred by the customer as a result of the problem
    d.     Sending him/her a complaint form to fill out


Question: 25
Why do the customers' needs change according to the nature of the situation?

    a.     People are fickle and want different things even in the same situation depending on different occasions.
    b.     Needs are different depending on what the customer values as important under the circumstances.
    c.     Needs changed according to the financial situation of the customer at the time.
    d.     The customer can probably be talked into focusing on their wants instead of needs.


Question: 26
Why should a firm say they are sorry even if they feel the customer is wrong?

    a.     The firm can later tell the customer he/she was actually the wrong one, after he/she has calmed down.
    b.     The firm should always take the blame and learn from it.
    c.     The focus should be on finding out what would satisfy the customer and solving the problem, not determining blame.
    d.     They can later put the blame on a third party.


Question: 27
How can a company create an atmosphere of continuous improvement and have employees who strive to perform?

    a.     By reducing headcount by 10% each year
    b.     By making it mandatory for the employees to attend company meetings
    c.     By offering incentives, both financial and non financial, for good performance
    d.     By telling the employees that mystery callers will evaluate them


Question: 28
What would be a good opening line in replying to an irate customer's email?

    a.     Please call customer service.
    b.     We are glad you are enjoying our product/service.
    c.     Thank you for your email, we are sorry to hear about the problem you have.
    d.     We will get back to you within 7 days.


Question: 29
How important is the tone of voice when talking to someone on the phone?

    a.     Extremely important
    b.     Not important at all
    c.     Slightly important
    d.     Depends on the situation


Question: 30
What would perfect Customer Relation Management entail?

    a.     Saving the company money
    b.     Immediate customer gratification and personalized interactions with each customer
    c.     Reducing the call times of customer complaints
    d.     Increased visibility into the financial situation of the company


Question: 31
What is the disadvantage of email based customer service?

    a.     It is more cost effective than other methods.
    b.     It allows the company to respond quickly.
    c.     It gives the company a trail of communications with the customer.
    d.     It is unemotional and doesn't always allow the customer to convey the importance of their question or issue.


Question: 32
What general rule does phone etiquette require customer service representatives to follow?

    a.     Ask the other party how you can help them.
    b.     Say "Hello?" then pause.
    c.     Ask them for their name or customer number before greeting them.
    d.     Try to redirect the caller to someone else.


Question: 33
What is a continuous improvement plan?

    a.     A predetermined plan to continually help the employees keep themselves informed of the company's latest initiatives in order ultimately to make themselves better at customer service
    b.     A plan to educate the consumer about the products
    c.     A plan to help the management understand the customers' needs better
    d.     A predetermined plan to help the employees learn more about the company's financial situation and the company's need to perform better


Question: 34
What should be said to a customer when putting them on hold?

    a.     Say nothing. Just put them on hold.
    b.     Say "just a minute"; then put them on hold.
    c.     Ask them first if it is okay to put them on hold for a moment.
    d.     Tell them they need to hold for several minutes.


Question: 35
How can a company's online ordering process be made more customer friendly?

    a.     Ask for lots of details so the customer can be catered to in the future.
    b.     Try to sell customers additional products and services unsolicited.
    c.     Place ads on the order page for additional products.
    d.     Only ask for information necessary to process the order.


Question: 36
What is meant by taking a top down approach to creating a strategy?

    a.     Having customer service agents work in management
    b.     Creating high level initiatives only
    c.     Starting by building strategies upwards from the customer level
    d.     Having high level managers work in customer service for a short period of time so they can experience it before laying down policies


Question: 37
What would be the two needs of a customer when visiting a theme park?

    a.     Safety and Fun
    b.     Accuracy and Certainty
    c.     Efficiency and Seriousness
    d.     Low cost and Tranquility


Question: 38
Which of the following would be a measurable aspect of customer service?

    a.     The number of products sold
    b.     An overall customer satisfaction rating of 90%
    c.     How displeased customers are in general
    d.     A profit margin of 30%


Question: 39
Which of the following is a customer need?

    a.     Premium pricing
    b.     Experienced management
    c.     Friendly customer service
    d.     Growing financial performance


Question: 40
What does CRM software allow a company to do?

    a.     Create one to many relationships with customer groups
    b.     Create many to one relationships with customers
    c.     Send financial reports to the management
    d.     Create a one to one relationship with each customer