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Google Digital Marketing and E-commerce Professional Certificate • STUDY MODE

WEEKLY CHALLENGE 1

QUESTION 1 OF 50

Which of the following are ways to build trust in customers? Select all that apply.

A
Limit the return policy options.
B
Share a customer’s email address with another company.
C
Have easily accessible customer service representatives.Correct Answer
D
Place a financial trust badge on the checkout page.Correct Answer
QUESTION 2 OF 50

Which of the following statements regarding building loyalty in customers is true?

A
Writing product reviews and uploading videos are examples of user-generated content.Correct Answer
B
Email providers typically recognize abandoned cart emails as spam.
C
12% of customers buy from brands who share their values.
D
Building loyalty is the third stage of the marketing funnel.
QUESTION 3 OF 50

As a digital marketer, you are creating a rewards program. Your program allows customers to graduate to a new status level based on the amount of money spent. What type of rewards program are you using?

A
Spend-based model
B
Subscription model
C
Points model
D
Tier-based modelCorrect Answer
QUESTION 4 OF 50

Beginning an email with the recipient)s name and providing incentives based on shopping habits are examples of what way to make a loyalty program successful?

A
Personalize the loyalty program experience.Correct Answer
B
Market the program to new customers.
C
Make the rewards program more attainable and desirable.
D
Create a community within the loyalty program.
QUESTION 5 OF 50

What is the marketing term for displaying ads that contain the products or services that previous customers already viewed on your website?

A
Impression remarketing
B
Dynamic remarketingCorrect Answer
C
Impression advertising
D
Dynamic advertising
QUESTION 6 OF 50

Which of the following are examples of post-purchase emails to send? Select all that apply.

A
Abandoned cart emails
B
Customer satisfaction survey emailsCorrect Answer
C
Review request emailsCorrect Answer
D
Replenishment emailsCorrect Answer
QUESTION 7 OF 50

As a digital marketer, you are framing questions that do not encourage a customer to answer a certain way. This represents which tip for creating customer survey questions?

A
Avoid asking leading questions.Correct Answer
B
Have respectful and inclusive questions.
C
Use questions with your brand’s tone of voice.
D
Keep questions short and simple.
QUESTION 8 OF 50

Which of the following questions should you use to reflect on your survey after completing it? Select all that apply.

A
Should this question be more complex?
B
Does this question ask too much personal information?Correct Answer
C
Does this question make an assumption about my customer?Correct Answer
D
Is the wording used in the question simple and easy to understand?Correct Answer
QUESTION 9 OF 50

Which page on your website is likely to save you time, build trust between your brand and customers, and bring in new traffic to your website?

A
Frequently asked questions (FAQ) pageCorrect Answer
B
About us page
C
Terms and conditions page
D
Contact page
QUESTION 10 OF 50

Which type of survey is a single question that asks respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague?

A
Customer satisfaction (CSAT) survey
B
Net Promoter ScoreⓇ (NPS) surveyCorrect Answer
C
Usability survey
D
Pre-purchase survey
QUESTION 11 OF 50

As a digital marketer, you create an option for customers to easily set up an ongoing delivery of your products. What strategy are you using to make it easy for customers to stay connected?

A
One-day delivery service
B
Subscription serviceCorrect Answer
C
Easy returns
D
Free shipping
QUESTION 12 OF 50

As a digital marketer, you are creating a rewards program. Your program allows customers to make a recurring payment in order to receive an exclusive incentive. What type of rewards program are you using?

A
Spend-based model
B
Tier-based model
C
Subscription modelCorrect Answer
D
Points model
QUESTION 13 OF 50

What is an example of creating a community within the rewards program customers?

A
Begin an email with the recipient)s name.
B
Provide incentives based on shopping habits.
C
Create a virtual event for rewards members only.Correct Answer
D
Increase the discount on the rewards program.
QUESTION 14 OF 50

Fill in the blank _____ is displaying ads to previous visitors that contain the products or services they already viewed on your website.

A
Impression remarketing
B
Dynamic advertising
C
Impression advertising
D
Dynamic remarketingCorrect Answer
QUESTION 15 OF 50

What are examples of pre-purchase questions? Select all that apply

A
Do you anticipate purchasing from us again in the future?
B
What is one thing we can improve about our website experience?
C
Which of our products or categories are you most interested in?Correct Answer
D
Who are you shopping for?Correct Answer
QUESTION 16 OF 50

Providing customer service through social media platforms, online chat, email, and phone is an example of what?

A
Limited-channel customer support
B
Preferred-channel customer support
C
Open-channel customer service
D
Multi-channel customer serviceCorrect Answer
QUESTION 17 OF 50

Which of the following ways to create a sense of community include customers uploading photos, writing product reviews, or being active on forums?

A
Share the brand story.
B
Create user-generated content.Correct Answer
C
Demonstrate company values.
D
Engage on social media.
QUESTION 18 OF 50

As a digital marketer, you are setting up advertising that displays ads to previous visitors that contain products or services they already viewed on your website. What is this marketing strategy?

A
Impression remarketing
B
Dynamic remarketingCorrect Answer
C
Impression advertising
D
Dynamic advertising
QUESTION 19 OF 50

Sending post-purchase emails helps ease the feeling of what among online customers?

A
Buyer’s remorseCorrect Answer
B
Buyers excitement
C
Seller’s excitement
D
Seller’s remorse
QUESTION 20 OF 50

As a digital marketer sending post-purchase emails, you are waiting an appropriate amount of time before sending emails to customers. This represents which tip for effective post-purchase communication?

A
Personalize the experience
B
Offer incentives
C
Pace your communicationCorrect Answer
D
Strike a balance between promotional and engaging
QUESTION 21 OF 50

Which type of survey measures a customer’s satisfaction with products or services?

A
Buyer persona survey
B
Usability survey
C
Customer satisfaction (CSAT) surveyCorrect Answer
D
Pre-purchase survey
QUESTION 22 OF 50

What are ways to make a rewards program more personalized? Select all that apply.

A
Offer a rewards points bonus program.
B
Create a virtual event for rewards members.
C
Begin an email with the recipient’s name.Correct Answer
D
Provide incentives based on shopping habits.Correct Answer
QUESTION 23 OF 50

What are examples of post-purchase questions? Select all that apply.

A
Which of our products or categories are you most interested in?
B
Who are you shopping for?
C
Do you anticipate purchasing from us again in the future?Correct Answer
D
What is one thing we can improve about our website experience?Correct Answer
QUESTION 24 OF 50

As a digital marketer, you are trying to receive accurate data by not asking questions such as “You like our website, right?” This represents which tip for creating customer survey questions?

A
Avoid asking leading questions.Correct Answer
B
Keep questions short and simple.
C
Use questions with your brand’s tone of voice.
D
Have respectful and inclusive questions.
QUESTION 25 OF 50

As a digital marketer, you are creating a rewards program. Your program has an incentive based on the amount paid during a single purchase. What type of rewards program are you using?

A
Spend-based modelCorrect Answer
B
Subscription model
C
Points model
D
Tier-based model
QUESTION 26 OF 50

As an e-commerce marketer, you know that customer loyalty is necessary to build a brand. Which of the following will help you build customer trust and ultimately gain their loyalty?

A
Maintain email-only customer service
B
Share customer information with relevant businesses
C
Limit the return policy options
D
Offer useful products with a quality guaranteeCorrect Answer
QUESTION 27 OF 50

As a digital marketer, you use a subscription program to incentivize customers. What could this subscription model require customers to do?

A
Spend money to gain points
B
Make a recurring or annual paymentCorrect Answer
C
Spend money to reach a higher tier
D
Reach a specific spending goal
QUESTION 28 OF 50

A company builds customer loyalty through an e-commerce rewards program. Which of the following rewards program benefits can help with building customer loyalty? Select all that apply.

A
Increase customer spending per purchase
B
Rely on short-term promotions
C
Tailor offers to customer shopping habitsCorrect Answer
D
Create an online communityCorrect Answer
QUESTION 29 OF 50

Which of the following are reasons to send post-purchase emails? Select all that apply.

A
Encourages customers to purchase items left in their cart
B
Boosts traffic to a brand’s online storeCorrect Answer
C
Builds relationships with customersCorrect Answer
D
Increases brand loyalty and advocacyCorrect Answer
QUESTION 30 OF 50

As a digital marketer, you manage customer expectations about how soon they will receive a response from a business. Which of the following ways could you use to manage expectations?

A
State the expected response time in the Contact Us section of the websiteCorrect Answer
B
Add a disclaimer to the website footer to communicate that a delay in response time is likely
C
Send an email informing customers that response time varies depending on a query’s importance
D
Use a single social media channel to communicate all customer service-related updates
QUESTION 31 OF 50

A marketer creates a Net Promoter ScoreⓇ (NPS) survey and sends it to a business’s customers. What did they determine from the survey responses?

A
How loyal customers are to the businessCorrect Answer
B
How many customers subscribe to their newsletter
C
How likely customers are to write a review
D
How satisfied customers are with their prices
QUESTION 32 OF 50

As an e-commerce marketer, you aim to build customer loyalty to a brand. You know that customers need to trust the brand to become loyal and make repeat purchases. How can you build customer trust in the brand?

A
Share customers’ personal and financial information.
B
Offer free shipping and returns.Correct Answer
C
Include a short time frame for returns and exchanges.
D
Engage with customers via social media rather than email.
QUESTION 33 OF 50

Which of the following statements about building loyalty in customers is true?

A
Businesses use a strict return policy to encourage customers to keep their products and not return them.
B
Businesses share customer information, such as their email addresses, to third parties to sell them products they are interested in.
C
Businesses send generic emails to remind customers about the products in their abandoned carts.
D
Businesses create a sense of community by sharing the story behind their brand and how its values align with customers) values.Correct Answer
QUESTION 34 OF 50

What are ways to make a rewards program more personalized? Select two.

A
Create a virtual event for rewards members
B
Automatically enroll customers in the program
C
Provide incentives based on shopping habitsCorrect Answer
D
Begin an email with the recipient’s nameCorrect Answer
QUESTION 35 OF 50

As a digital marketer, you use dynamic remarketing to re-engage customers and increase their loyalty. What products might the Google Ads product recommendation engine include in the ads? 36, Fill in the blank Businesses send _____ to prompt customers to make a repeat purchase when the items they previously bought are limited.

A
The best mix of products that are on sale this season
B
The best mix of products that are high-quality and low in stock
C
The best mix of low-performing products the customer has not viewed before
D
The best mix of similar products the customer might be interested inCorrect Answer
A
review request surveys
B
“thank you” emails
C
replenishment emailsCorrect Answer
D
customer satisfaction surveys
QUESTION 36 OF 50

As a digital marketer, you use surveys to help understand customer needs and interests. Which of the following tips should you consider when creating survey questions?

A
Freely ask for personal and sensitive information.
B
Leading questions gather more information than open-ended questions.
C
Complex answer options perform better.
D
Remember to use the brand’s tone of voice.Correct Answer
QUESTION 37 OF 50

Which of the following is true regarding customer service channels?

A
It is best for businesses to clearly state their email response time.Correct Answer
B
It is best to offer customer support through one channel.
C
Chatbots are equipped to handle complex interactions.
D
Live chat is designed for smaller businesses with less resources.
QUESTION 38 OF 50

A marketer uses a survey to determine how loyal customers are to the business. They use a single question that asks respondents to rate the likelihood that they would recommend the product or service to a friend or colleague. What type of survey did they use?

A
Customer satisfaction (CSAT) survey
B
Pre-purchase survey
C
Net Promoter ScoreⓇ (NPS) surveyCorrect Answer
D
Usability survey
QUESTION 39 OF 50

As a digital marketer, you create a rewards program that allows customers to sign up for a virtual club after making a purchase. Why do you use this rewards program tactic to increase customer loyalty?

A
It allows customers to join a community of people with similar interests.Correct Answer
B
It offers customers a discount based on their shopping habits.
C
It gives customers access to members-only customer service support.
D
It encourages customers to reach a specific spending goal.
QUESTION 40 OF 50

As a digital marketer, you notice that customers often visit an e-commerce website but do not complete a purchase. How can dynamic remarketing with Google Ads help you re-engage these customers?

A
By displaying ads that include limited stock notifications
B
By displaying ads that include products the company would like to promote
C
By displaying ads that include products that the customer has already viewedCorrect Answer
D
By displaying ads that recommend a random mix of products to the customer
QUESTION 41 OF 50

A digital marketer uses post-purchase communication to build relationships with existing customers. Why would they consider sending post-purchase emails to reach these customers?

A
It increases the likelihood that customers experience buyer’s remorse
B
It helps customers feel like they made the right purchasing decisionCorrect Answer
C
It allows the business to charge more than its competitors
D
It increases the amount customers will spend on their next purchase
QUESTION 42 OF 50

As a digital marketer, you pace your communication with customers as part of an effective post-purchase communication strategy. How can you pace your communication?

A
Wait an appropriate amount of time before emailing customers to prevent them from being overwhelmed by the business.Correct Answer
B
Personalize the experience and greet customers by their names instead of referring to them as “customer.”
C
Send several emails to customers regularly so that they remember the business and return for a purchase.
D
Quickly offer discounts or free gifts via email to encourage customers to return to the business.
QUESTION 43 OF 50

What does a multi-channel customer service approach enable businesses to do?

A
Use a single platform to deliver multiple services
B
Refer customers to the FAQ page before taking further action
C
Assist customers on the platform of their choiceCorrect Answer
D
Save money and delay response times
QUESTION 44 OF 50

As an e-commerce marketer, you gain customer loyalty by first building their trust. What can you do to build trust with your customers?

A
Keep their information confidential and secure.Correct Answer
B
Share their information with relevant businesses.
C
Remove them from email lists after they make a purchase.
D
Maintain a strict returns and exchanges policy.
QUESTION 45 OF 50

A marketer creates a customer satisfaction (CSAT) survey and sends it to a large database of customers. What information did they gather from the CSAT survey?

A
How loyal customers are to the business
B
How satisfied customers are with the website
C
How satisfied customers are with the business’s products or servicesCorrect Answer
D
How willing customers are to refer the business to friends
QUESTION 46 OF 50

As a digital marketer, you create a survey to understand customer needs and interests. You have learned that instead of asking leading questions, you should ask open-ended questions. Which of the following is an open-ended question you could ask?

A
When will you buy from us again?
B
How was your shopping experience with us?Correct Answer
C
How many people have you recommended our business to?
D
You are satisfied with our service, right?
QUESTION 47 OF 50

A digital marketer creates a survey to determine who their customers are and what they are shopping for. They ask, “Which of our products are you most interested in?”. What type of question is this an example of?

A
An event promotional survey question
B
A pre-purchase survey questionCorrect Answer
C
A post-purchase survey question
D
A brand advertising survey question
QUESTION 48 OF 50

An e-commerce marketer builds customer loyalty by sending an email about the company’s environmentally friendly approach to their products. What strategy for building community are they using?

A
Share about the team
B
Demonstrate company valuesCorrect Answer
C
Create user-generated content
D
Offer customers a subscription
QUESTION 49 OF 50

A digital marketer learns that many customers are familiar with a business and have considered buying its products. However, they have not made a purchase. Why would the marketer use dynamic remarketing to reach these customers?

A
It helps sell low-performing products faster.
B
It encourages customers to return to the store and complete their purchase.Correct Answer
C
It provides a detailed description of the business’s products compared to competitors.
D
It increases the price of products when displaying the ads to customers.
QUESTION 50 OF 50

An e-commerce marketer builds customer loyalty to a brand by creating a sense of community online. They encourage customers to share their experiences with the brand. What actions can the marketer encourage customers to take as part of the brand community? Select all that apply.

A
Sign up for a subscription service
B
Join a forumCorrect Answer
C
Upload photos to social mediaCorrect Answer
D
Write a product reviewCorrect Answer

Ready to test your recall?

Which of the following are ways to build trust in customers? Select all that apply.

💡Select all 2 correct answers before submitting (0 of 2 selected).
A
Limit the return policy options.
B
Share a customer’s email address with another company.
C
Have easily accessible customer service representatives.
D
Place a financial trust badge on the checkout page.

How confident are you in this answer?