1) What is the most important factor in establishing client expectations? a) Setting clear goals and objectives b) Active listening and understanding client needs c) Building trust and rapport d) Meeting deadlines and delivering high-quality work 2) What is the role of engagement in the success of a client relationship? a) It helps to build trust and establish clear expectations b) It helps to demonstrate competence and professionalism c) It helps to identify and address potential issues before they become problems d) All of the above 3) What is the key to building long-term relationships with clients? a) Offering discounts and promotions b) Consistently delivering high-quality products or services c) Ignoring negative feedback from clients d) All of the above 4) What is the definition of customer experience? a) The overall impression a customer has of a business b) The total amount of money a customer has spent with a business c) The amount of time it takes a business to respond to a customer's inquiry d) The number of times a customer has made a purchase from a business 5) What are the three key elements of a good customer experience? a) Quality, speed, and cost b) Price, convenience, and reliability c) Personalization, empathy, and communication d) Features, design, and user-friendliness 6) Which of the following is not a common method for collecting customer feedback? a) Surveys b) Social media monitoring c) In-person focus groups d) Secret shoppers 7) Which of the following is not an example of a customer touchpoint? a) A website's homepage b) An email response from customer service c) An in-store display d) A competitor's advertising campaign

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