Bloomex - Reputation

Management Quiz
Total des points 15/15

Choose the correct answer

L'adresse e-mail du répondant

(cedrick.mabou237@gmail.com) a été enregistrée
lors de l'envoi de ce formulaire.

After a successful interaction, when should 1/1

you ask the customer about their
experience?

Before delivering the product/service

Immediately after payment

After ensuring they had a positive experience

Never, to avoid negative feedback

What is a crucial point to remember when 1/1

responding to reviews?

Using company jargon

Prioritizing speed and genuine empathy

Using a generic template for all responses

Encouraging more customers to leave

negative feedback

How should you begin your response to a *1/1

negative comment?

Accuse the reviewer of misunderstanding

Offer them a discount immediately

Argue the factual inaccuracies

Acknowledge and apologize

If a review is identified as inauthentic on *1/1

Trustpilot, what should be done?

Delete the review without any further action

Respond to the reviewer sarcastically

Report the review to Trustpilot

Encourage other customers to downvote it

What should you NOT disclose in public *1/1

review responses?

Empathy

Apology for the oversight

SpeciJc customer details

Assurance of resolution

What kind of review is left without direct *1/1

solicitation from the company?

Outbound Review

Inbound Review

Inclusive Review

Exclusive Review

What is the purpose of a public response *1/1

after addressing a customer's issue?

Promote the company's latest products

Transparently showcase dedication to

resolving grievances

Talk about competitors

Discuss internal company procedures

For resolving more detailed or sensitive *1/1

issues, what is recommended?

Argue publicly in the review comments

Disregard the review entirely

Suggest moving to a private channel

Redirect them to another website

When responding to a negative review, 1/1

which of the following sequences
represents the correct order of steps
Bloomex representatives should take?

Offer a Solution, Take Responsibility,

Acknowledge and Apologize, Take the
Conversation OMine, Follow-Up.

Acknowledge and Apologize, Offer a Solution,

Take the Conversation OMine, Take
Responsibility, Follow-Up.

Acknowledge and Apologize, Take

Responsibility, Offer a Solution, Take the
Conversation OMine, Follow-Up.

Take Responsibility, Acknowledge and

Apologize, Offer a Solution, Follow-Up, Take
the Conversation OMine.

What is the primary objective of the "Find *1/1

Reviewer" process on Trustpilot?

Persuade the reviewer to remove their review

Validate the review's authenticity

Introduce them to Bloomex offers

Sell additional products to the reviewer

Which team is primarily responsible for 1/1

monitoring online reviews?

Sales Team

Marketing Team

Customer Service Team

Operations Team

Within how many business hours should *1/1

negative reviews be responded to?

48 hours

24 hours

12 hours

1 hour

Given the below customer review, select *1/1

the most appropriate response from
Bloomex:

Review by Jane: "Extremely disappointed

with Bloomex. I ordered a fresh bouquet
for my mother's birthday, and what she
received was a bunch of wilted flowers.
Not the experience I was expecting. I won't
be ordering from here again. "

Which of the following is the best

response from Bloomex Customer
Service?

"Hi Jane, We're sorry to hear about your

experience. We'll look into this matter. Thank
you for your feedback."

"Hi Jane, Our Zowers are always fresh when

they leave our facility. Maybe there was an
issue with the delivery service? Please check
with them."

"Hi Jane, Thank you for your feedback. We

would like to offer you a 10% discount on
your next order. Please let us know if you'd
like to proceed."

"Hi Jane, Firstly, I'd like to extend our

sincerest apologies for the situation you
faced. We understand how important it is to
gift a fresh bouquet, especially for special
occasions like birthdays. This is not the
experience we want any of our customers to
have, and we genuinely regret the
disappointment caused. To address this, I'd
like to arrange a fresh bouquet to be sent to
your mother immediately, on us. Additionally,
I'll also provide you with a coupon for a
discount on your next purchase as a small
gesture to make amends. Please reach out to
us directly at
[customer_service_email@bloomex.com] or
[phone number] so we can resolve this
promptly."

What is the main objective of responding to 1/1

negative reviews?

Defend the company's actions

Ignore the complaint and move on

Showcase positive testimonials

Resolve issues aiming for an updated,

improved rating

For which platform does the Social Media *1/1

Team specifically respond to negative
reviews?

Google My Business

Trustpilot

BBB

Facebook

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