Managing reviews and feedback MCQs in digital marketing

By: Prof. Dr. Fazal Rehman Shamil | Last updated: September 19, 2024

1. Why is it important for a business to manage online reviews and feedback?

a) To increase the number of negative reviews
b) To improve customer satisfaction and build a positive brand image
c) To ignore customer concerns
d) To remove all customer feedback from the internet

Answer: b) To improve customer satisfaction and build a positive brand image

2. What is a recommended practice when responding to negative reviews?

a) Respond with anger and frustration
b) Apologize, address the issue, and offer a resolution
c) Ignore the review completely
d) Delete the review without any response

Answer: b) Apologize, address the issue, and offer a resolution

3. How should a company approach positive reviews?

a) Take them for granted and not respond
b) Acknowledge and thank the reviewer, and consider sharing their feedback
c) Delete them to prevent competitors from seeing them
d) Ignore them to avoid seeming biased

Answer: b) Acknowledge and thank the reviewer, and consider sharing their feedback

4. What is a common tool used to monitor and manage online reviews and feedback?

a) Email marketing platforms
b) Social media management tools
c) Review management platforms like Trustpilot or Yelp
d) Print advertising

Answer: c) Review management platforms like Trustpilot or Yelp

5. What should be the tone of a company’s response to both positive and negative feedback?

a) Defensive and confrontational
b) Professional and courteous
c) Indifferent and dismissive
d) Aggressive and competitive

Answer: b) Professional and courteous

6. How can a company encourage more positive reviews from customers?

a) By offering incentives or discounts for reviews
b) By asking for feedback only from unhappy customers
c) By creating fake positive reviews
d) By avoiding asking for reviews altogether

Answer: a) By offering incentives or discounts for reviews

7. What is a potential risk of not responding to negative reviews?

a) Improved customer trust
b) Enhanced brand reputation
c) Increased likelihood of customers sharing their negative experiences with others
d) Higher customer satisfaction

Answer: c) Increased likelihood of customers sharing their negative experiences with others

8. Which strategy is effective for handling a review that contains incorrect information?

a) Ignore it and hope it doesn’t affect your business
b) Publicly correct the misinformation and provide accurate details
c) Delete the review immediately
d) Respond with a sarcastic comment

Answer: b) Publicly correct the misinformation and provide accurate details

9. What role does feedback play in improving a company’s products or services?

a) It has no role in product improvement
b) It helps identify areas of improvement and enhances customer satisfaction
c) It is only useful for marketing purposes
d) It is detrimental and should be avoided

Answer: b) It helps identify areas of improvement and enhances customer satisfaction

10. How often should a business monitor and manage online reviews?

a) Once a year
b) Once a month
c) Continuously or on a regular basis
d) Only when there is a problem

Answer: c) Continuously or on a regular basis

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