Question 1

Which of the following are potential benefits of using social listening to better understand how customers feel about a brand? select all that apply

Accepted Answer

Ability to address negative sentiment, Increased customer acquisition, Opportunities to analyze the competition (Correct)

Question 2

Imagine a company is using social listening to learn about what is happening in their industry. what can the company learn from social listening? select all that apply.

Accepted Answer

Trends or how the marker is performing, Gaps in the industry that a new product or solution could help solve, Major events or issues...

Question 3

Which of the following are parts of social listening? select all that apply.

Accepted Answer

Analyze and plan actions based on information collected, Monitor social media platforms of the brand and any related keywords (Correct)

Question 4

Which of the following are examples of repurposing content on social media? select all that apply.

Accepted Answer

Answering questions with an existing article, Creating blog posts based on short YouTube videos (Correct)

Question 5

Fill in the blank: _____ helps a company track and analyze conversations related to their brand and learn what is happening in their industry, such as trends or how the market is performing.

Accepted Answer

Social listening (Correct)

Question 6

Which of the following are parts of social listening? Select all that apply.

Accepted Answer

Analyze and plan actions based on information collected, Monitor social media platforms for mentions of the brand and any related keywords (CORRECT)

Question 7

Which of the following can help a company learn more about what people think about their brand and what pain points their customers are experiencing with their products or services?

Accepted Answer

Social listening (CORRECT)

Question 8

Fill in the blank: Posting pictures of employees on social media is an example of _____.

Accepted Answer

social media engagement (CORRECT)

Question 9

Which of the following are examples of repurposing content on social media? Select all that apply.

Accepted Answer

Answering questions with an existing article, Creating blog posts based on short YouTube videos (CORRECT)

Question 10

Which of the following are examples of a company using social media engagement to know their audience? Select all that apply.

Accepted Answer

Giving the audience helpful content that addresses their needs and pain points, Creating content that will be most valuable to the audience based on data, Providing content that helps the audience imagine themselves interacting with a company's product or service. (CORRECT)

Question 11

Fill in the blank: _____ is someone who chooses to receive updates from a business or brand on a social media platform.

Accepted Answer

A follower (CORRECT)

Question 12

Which of the following are characteristics of an effective Twitter bio? Select all that apply.

Accepted Answer

Captures the brand’s personality, Includes keywords, Describes products and services (CORRECT)

Question 13

Which of the following are potential benefits of repurposing content? Select all that apply.

Accepted Answer

Gives content an SEO boost, Saves time, Reaches audiences who missed content previously (CORRECT)

Question 14

Which of the following are ways to achieve an authentic brand voice? Select all that apply.

Accepted Answer

Avoid complicated terminology, Communicate naturally to the audience (CORRECT)

Question 15

Fill in the blank: An instruction that tells the customer what to do next is called _____.

Accepted Answer

call to action (CORRECT)

Question 16

Fill in the blank: _____ helps a company track and analyze conversations related to their brand and learn what is happening in their industry, such as trends or how the market is performing.

Accepted Answer

Social listening (CORRECT)

Question 17

Based on social listening, a brand has learned a new product they recently launched is unpopular with their customers. How can they use social media engagement to improve their brand sentiment?

Accepted Answer

Address their customers' pain points and answer questions (CORRECT)

Question 18

Fill in the blank: Content that is _____ will be relevant over a long period of time.

Accepted Answer

Evergreen (CORRECT)

Question 19

Which of the following are potential benefits of using social listening to better understand how customers feel about a brand? Select all that apply.

Accepted Answer

Opportunities to analyze the competition, Increased customer acquisition, Ability to address negative sentiment (CORRECT)

Question 20

What is a difference between social listening and social media engagement?

Accepted Answer

Social listening helps a company learn what is happening in their industry. Social media engagement measures how people are interacting with their social media accounts and content. (CORRECT)

Question 21

Which of the following tactics would likely result in a company increasing their Twitter following? Select all that apply.

Accepted Answer

Using hashtags, Adding interesting visuals to Tweets, Posting relevant, engaging content (CORRECT)

Question 22

Imagine a company is using social listening to learn about what is happening in their industry. What can the company learn from social listening? Select all that apply.

Accepted Answer

Major events or issues happening in the world that are relevant to a brand, Gaps in the industry that a new product or solution could help solve, Trends or how the market is performing (CORRECT)

Question 23

Fill in the blank: Addressing customers by their first name and responding to comments with humor or warmth are all examples of _____.

Accepted Answer

social media engagement (CORRECT)

Question 24

Which of the following is an example of a call to action on social media? Select all that apply.

Accepted Answer

Take a quiz, Answer a question, Subscribe to a newsletter (CORRRECT)

Question 25

What is a Tweet?

Accepted Answer

Any message posted to Twitter that may contain elements like text, photos, videos, links, and audio. (CORRECT)

Question 26

Which of the following are examples of information a company might want to include in their Twitter bio? Select all that apply.

Accepted Answer

Products and services, Website link, Keywords (CORRECT)

Question 27

Fill in the blank: A company asking its customer to visit their website is an example of _____.

Accepted Answer

a call to action (CORRECT)

Question 28

Which of the following are possible benefits to a company using social listening to assess their competition? Select all that apply.

Accepted Answer

Identify a competitor’s mistakes to understand what not to do, Understand what competitors do well and what customers like about them. (CORRECT)

Question 29

Imagine a skin care company wants to increase social media engagement by responding to comments and mentions from customers talking about their brand. Which of the following are best practices for engaging with customers? Select all that apply.

Accepted Answer

Provide excellent customer service, Respond to customers quickly (CORRECT)

Question 30

Which of the following would likely result from having an authentic brand voice? Select all that apply.

Accepted Answer

Audience gains familiarity with the brand, Audience feels comfortable engaging online (CORRECT)

Question 31

What is a benefit of monitoring customers’ online conversations about a brand?

Accepted Answer

It helps address negative feelings customers might have about a brand. (CORRECT)

Question 32

What information does a business typically gather when tracking its social media engagement?

Accepted Answer

The way customers interact with the business on social media and whether its content is useful to the customers (CORRECT)

Question 33

A digital marketer aims to increase the number of likes, mentions, and shares a business receives on social media. How does social listening enable them to reach this goal?

Accepted Answer

By helping them understand the target audience better and increase their engagement with the business (CORRECT)

Question 34

A digital marketer aims to increase the number of likes, comments, mentions, and shares a brand receives on social media. What best practice will help them reach this goal?

Accepted Answer

Make the brand’s voice on social media more personal by signing off on posts and addressing customers by their first name (CORRECT)

Question 35

When writing for social media, why should you research the type of words and phrases your audience uses?

Accepted Answer

It helps you communicate in a way they understand and are familiar with. (CORRECT)

Question 36

What is the benefit of using social listening to learn more about a competitor?

Accepted Answer

It helps to identify the competitors’ mistakes and what not to do (CORRECT)

Question 37

Fill in the blank: Posting pictures of employees on social media is an example of _____.

Accepted Answer

social media engagement (CORRECT)

Question 38

A skincare company increases its social media engagement by hosting weekly live question-and-answer sessions with a dermatologist. How does this interactive content help the company increase engagement?

Accepted Answer

It positions the company as a credible source of information. (CORRECT)

Question 39

A digital marketer notices that their business has gained a large number of new followers on Twitter in the last week. What does this increase likely indicate?

Accepted Answer

That they post engaging content and have influence in the space (CORRECT)

Question 40

How can a digital marketer maintain a consistent brand voice across all marketing channels?

Accepted Answer

Create brand voice guidelines to describe how the brand should be presented in writing (CORRECT)

Question 41

A business learns that a large number of followers are interested in receiving frequent updates from them. They decide to use Twitter to post regular updates. How can they use Twitter to further engage with these followers?

Accepted Answer

By linking, tagging, retweeting, or replying to other people's tweets (CORRECT)

Question 42

A marketer creates a strategy to gain new followers on Twitter. Currently, they use relevant hashtags in tweets and regularly reply to followers. What other tactic can they use to increase their followers on Twitter?

Accepted Answer

They promote their Twitter account on other marketing channels, such as email. (CORRECT)

Question 43

A digital marketer uses social listening to learn more about a brand’s perception online. They notice that people regularly share complaints about their customer service. How can they use this information to gain positive customer engagement on social media?

Accepted Answer

Respond to customer questions quickly and provide them with resources that help them with their issues (CORRECT)

Question 44

What is a benefit of monitoring customers’ online conversations about a brand?

Accepted Answer

It helps address negative feelings customers might have about a brand. (CORRECT)

Question 45

A digital marketer tracks and analyzes conversations related to a brand online. What social listening practice did they use to find these conversations?

Accepted Answer

Identify the most relevant keywords for the brand and its competitors (CORRECT)

Question 46

What does social listening enable a marketer to do?

Accepted Answer

Respond to unhappy customers and adjust their marketing strategy (CORRECT)

Question 47

A digital marketer identifies how people think about a brand with the goal of engaging them effectively. Which process can they use to find this customer information?

Accepted Answer

Social listening (CORRECT)

Question 48

Which of the following refers to the relationship between social listening and social media engagement?

Accepted Answer

Social listening analyzes conversations and trends about a business and its industry. Social media engagement measures how people interact with a brand on social media. (CORRECT)

Question 49

When writing for social media, how can you tailor your writing to each platform?

Accepted Answer

Adapt your tone to suit the platform’s tone (CORRECT)

Question 50

A digital marketer measures how people interact with a brand’s social media content and notices regular engagement, such as likes and mentions. How can the marketer use this information to increase customer engagement with the brand?

Accepted Answer

They can respond to comments and mentions about the brand. (CORRECT)

Question 51

Why is showing images or videos of employees an effective social media engagement strategy?

Accepted Answer

It helps a brand seem more personable and relatable. (CORRECT)

Question 52

A marketer creates a strategy to gain new followers on Twitter. Currently, they use relevant hashtags in tweets and regularly reply to followers. What other tactic can they use to increase their followers on Twitter?

Accepted Answer

They promote their Twitter account on other marketing channels, such as email. (CORRECT)

Question 53

A marketer compiles a list of high-performing posts, images, videos, and text. Why should they consider repurposing this content?

Accepted Answer

It allows them to adapt and publish the content in different formats. (CORRECT)

Question 54

A digital marketer creates a Twitter bio. They include what the business does, its products, and what makes them unique in a creative and original tone of voice. What additional information can they include to optimize their Twitter bio?

Accepted Answer

Relevant keywords and a link to the business’s website (CORRECT)

Question 55

Why should you develop a clear, consistent brand voice for social media?

Accepted Answer

It increases current and potential customers' familiarity with the brand. (CORRECT)

Question 56

Fill in the blank: An instruction that tells the customer what to do next is called _____.

Accepted Answer

call to action (CORRECT)

COURSE 3 – FROM LIKES TO LEADS: INTERACT WITH CUSTOMERS ONLINE QUIZ ANSWERS

Week 3: Listening and Engagement on Social Media

Google Digital Marketing & E-commerce Professional Certificate

Complete Coursera Study Guide

Table of CONTENT

Listening and Engagement on Social Media INTRODUCTION

Learning Objectives

TEST YOUR KNOWLEDGE: SOCIAL LISTENING

1. Fill in the blank: The process of tracking and analyzing conversations and trends related to a brand is called _____.

2. Fill in the blank: A _____ is a word or phrase that comes after the pound symbol that indicates that a piece of content relates to a specific topic or category.

3. Which of the following are examples of keywords that can help a company find conversations about their brand online? Select all that apply.

4. The insights gained from social listening can help a company do which of the following? Select all that apply.

5. Which of the following are social listening tools a company can use to track and analyze conversations and trends related to their brand?

6. What is social media sentiment?

7. Which of the following are a kind of digital label that indicates a piece of content relates to a specific topic or category to make it easier to find?

8. What measures how people are interacting with a company’s social media accounts and content?

TEST YOUR KNOWLEDGE: ENGAGE CUSTOMERS

1. What does social media engagement measure?

2. How can a company increase their audience’s engagement on social media? Select all that apply.

3. In addition to holding contests, how else can a company entice people to engage with their social media accounts? Select all that apply.

4. Fill in the blank: In order to gain followers, a company can demonstrate _____ by liking, tagging, retweeting, and replying to other people’s Tweets.

5. How can a company increase followers on Twitter? Select all that apply.

6. Which of the following are strategies that can help a company increase their followers on Twitter? Select all that apply.

TEST YOUR KNOWLEDGE: COMPOSE ENGAGING CONTENT

1. Which of the following are strategies for writing social media content? Select all that apply.

2. Which of the following are examples of keeping social media content short and simple? Select all that apply.

3. Fill in the blank: The personality a brand takes on in its communications, specifically the language used when writing content or interacting with an audience is called _____.

4. Which of the following are examples of content that would be found in a company’s brand voice guidelines? Select all that apply.

5. Fill in the blank: Taking an amusing video clip or animation and turning it into a GIF is an example of _____.

6. Which of the following are examples of ways to make social media posts accessible? Select all that apply.

7. Which of the following are ways to create visually engaging content for social media? Select all that apply.

8. Which of the following are reasons why developing a brand voice is important to a company? Select all that apply.

Google Digital Marketing & E-commerce Professional Certificate

FROM LIKES TO LEADS: INTERACT WITH CUSTOMERS ONLINE WEEKLY CHALLENGE 3

1. Which of the following are parts of social listening? Select all that apply.

2. Imagine a company is using social listening to learn about what is happening in their industry. What can the company learn from social listening? Select all that apply.

3. Fill in the blank: Addressing customers by their first name and responding to comments with humor or warmth are all examples of _____.

4. Based on social listening, a brand has learned a new product they recently launched is unpopular with their customers. How can they use social media engagement to improve their brand sentiment?

5. Which of the following are examples of a company using social media engagement to know their audience? Select all that apply.

6. What is a Tweet?

7. Which of the following are examples of information a company might want to include in their Twitter bio? Select all that apply.

8. Which of the following are potential benefits of repurposing content? Select all that apply.

9. Which of the following are ways to achieve an authentic brand voice? Select all that apply.

10. Fill in the blank: An instruction that tells the customer what to do next is called _____.

11. Which of the following are potential benefits of using social listening to better understand how customers feel about a brand? Select all that apply.

12. Fill in the blank: _____ measures how people are interacting with a company’s social media accounts and content.

13. Which of the following tactics would likely result in a company increasing their Twitter following? Select all that apply.

14. Which of the following are examples of repurposing content on social media? Select all that apply.

15. Which of the following would likely result from having an authentic brand voice? Select all that apply.

16. Fill in the blank: A company asking its customer to visit their website is an example of _____.

17. What is a difference between social listening and social media engagement?

18. Imagine a skin care company wants to increase social media engagement by responding to comments and mentions from customers talking about their brand. Which of the following are best practices for engaging with customers? Select all that apply.

19. Fill in the blank: Any message posted to Twitter that may contain elements like text, photos, videos, links, and audio is called a _____.

20. Which of the following are benefits to establishing brand voice guidelines? Select all that apply.

21. Fill in the blank: Posting pictures of employees on social media is an example of _____.

22. Which of the following can help a company learn more about what people think about their brand and what pain points their customers are experiencing with their products or services?

23. Fill in the blank: _____ is someone who chooses to receive updates from a business or brand on a social media platform.

24. Which of the following are characteristics of an effective Twitter bio? Select all that apply.

25. Fill in the blank: _____ helps a company track and analyze conversations related to their brand and learn what is happening in their industry, such as trends or how the market is performing.

26. Based on social listening, a brand has learned a new product they recently launched is unpopular with their customers. How can they use social media engagement to improve their brand sentiment?

27. Fill in the blank: Content that is _____ will be relevant over a long period of time.

28. Which of the following are potential benefits of using social listening to better understand how customers feel about a brand? Select all that apply.

29. Which of the following is an example of a call to action on social media? Select all that apply.

30. What is a Tweet?

31. Which of the following are possible benefits to a company using social listening to assess their competition? Select all that apply.

32. Imagine a skin care company wants to increase social media engagement by responding to comments and mentions from customers talking about their brand. Which of the following are best practices for engaging with customers? Select all that apply.

33. What is a benefit of monitoring customers’ online conversations about a brand?

34. What information does a business typically gather when tracking its social media engagement?

35. A digital marketer aims to increase the number of likes, mentions, and shares a business receives on social media. How does social listening enable them to reach this goal?

36. A digital marketer aims to increase the number of likes, comments, mentions, and shares a brand receives on social media. What best practice will help them reach this goal?

37. When writing for social media, why should you research the type of words and phrases your audience uses?

38. What is the benefit of using social listening to learn more about a competitor?

39. Fill in the blank: Posting pictures of employees on social media is an example of _____.

40. A skincare company increases its social media engagement by hosting weekly live question-and-answer sessions with a dermatologist. How does this interactive content help the company increase engagement?

41. A digital marketer notices that their business has gained a large number of new followers on Twitter in the last week. What does this increase likely indicate?

42. How can a digital marketer maintain a consistent brand voice across all marketing channels?

43. A business learns that a large number of followers are interested in receiving frequent updates from them. They decide to use Twitter to post regular updates. How can they use Twitter to further engage with these followers?

44. A marketer creates a strategy to gain new followers on Twitter. Currently, they use relevant hashtags in tweets and regularly reply to followers. What other tactic can they use to increase their followers on Twitter?

45. A digital marketer uses social listening to learn more about a brand’s perception online. They notice that people regularly share complaints about their customer service. How can they use this information to gain positive customer engagement on social media?

46. What is a benefit of monitoring customers’ online conversations about a brand?