Obtaining and Keeping Customers Assessment

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Question 1 of 19

1. Question

Is there an advantage for customers to buy from you?

Yes
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No
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Unsure
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Question 2 of 19

2. Question

We bend over backwards to make your customers happy.

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Question 3 of 19

3. Question

We guarantee all of our products/services.

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Question 4 of 19

4. Question

We offer coupons, discounts, freebies, and/or rebates to obtain new customers and keep customers.

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Question 5 of 19

5. Question

We honor competitors’ coupons.

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Question 6 of 19

6. Question

Our customer service is second to no one.

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Question 7 of 19

7. Question

Do you require a downpayment or deposit before starting work?

Yes
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No
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We aren't selling yet.
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Question 8 of 19

8. Question

I know my customer’s needs.

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Question 9 of 19

9. Question

There is an advantage for customers to purchase from you?

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Question 10 of 19

10. Question

Do you have lead generation system you consistently follow?

Yes
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No
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I don't know what this is.
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I have one but don't use it consistently.
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I am not ready to use one yet.
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Question 11 of 19

11. Question

What percentage of your customers are new compared to repeat?

Half and Half
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More repeat than new
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More new than repeat
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Unknown
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I don't have any customers yet.
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Question 12 of 19

12. Question

How often does a customer come back to purchase your products/services in a year?

Less than 10
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More than 10
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I don't have any customers yet.
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Unknown
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Question 13 of 19

13. Question

How long does the average customer continue to purchase from you?

Only 1-5 times
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6-10 times
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Our business operates on long and short-term contracts.
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Unknown
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I don't have customers yet.
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Question 14 of 19

14. Question

Do you use a customer relationship management system like ACT or Goldmine, or do you keep a list of customers?

Yes
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No
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I don't know what this is.
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I keep a list of customers/prospects in a different program or on a spreadsheet.
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Question 15 of 19

15. Question

We regularly communicate with current and past customers. Select 0 if you are not open for business yet.

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Question 16 of 19

16. Question

We follow up with customers who have left to find out why they left. Select 0 if you don’t have customers yet or if no customers have left yet.

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Question 17 of 19

17. Question

We contact prospects to find out why they didn’t choose our products/services. Select 0 if you are not open for business yet.

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Question 18 of 19

18. Question

Does any single customer account for a large portion of your sales volume?

Yes
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No
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I don't have customers yet.
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Question 19 of 19

19. Question

Select all answers that apply to your customer relations processes:

My employees are trained to provide excellent customer service.
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My employees are empowered to resolved customer issues.
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I collect information about customer satisfaction and loyalty.
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My staff has direct contact with my customers.
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I particpate in a secret shopper program.
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We use scripts for customer communications.
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We quickly resolve customer concerns/problems.
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If we can't deliver a product/service as promised we notify the customer in advance.
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We strive to create an outstanding customer experience by doing little things and going the extra mile.
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Employees are always dressed and groomed neatly.
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We consistently under-promise and over-deliver.
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Our locations are clean, attractive, in good repair, and inviting, both outside and inside.
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Obtaining and Keeping Customers Assessment

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