Client Retention for Massage Therapists Quiz Name 1) We will not send a certificate of completion or an updated transcript unless we can confirm that someone paid for this course. Please tell us who paid for it, if it was you, enter your name. If it was someone else, please enter the name of the person (or the business name) that paid for you.2) Please enter the email address you would like us to send your certificate of completion to.3) The NCBTMB requires that we put your home address on your transcript. Please enter it in the box below. Don't worry, we will not mail you anything or give it to anyone else.4) Please enter your massage license number. If you do not have one, you may enter your NCBTMB certification number or just enter the number 0.5) According to the study cited in the course, Increasing customer retention rates by______ increases profits by 25% to 95%. 5% 10% 15%Hint6) According to Marketing Metrics, the probability of converting an existing customer is _______________. The probability of converting a new prospect, on the other hand, is only 5 percent to 20 percent. 20 percent to 30 percent 60 percent to 70 percent 70 percent to 80 percentHint7) This is power through association with others who possess power. Pricing power Expert power Referent powerHint8) "A business model used in strategic management in which business resources are employed so as to increase the loyalty of customers and clients in the expectation that their profit objectives will be met or surpassed." Which business model is this? The Guerrilla Marketing model The Customer first model The Loyalty business modelHint9) Which of the following is NOT one of the Three Pillars of Client Retention? Maintaining quality relationships. Responding to customer complaints and defections. Reinforcing brand integrity. Building customer loyalty.Hint10) What does the term “service failure” mean? It means any customer service that results in a dissatisfied customer. It means the customer is always right. It means the customer had unrealistic expectations.Hint11) “Failure in the massage” means that ______________________. The product they purchased (the massage) did not fill the need they had. The massage was bad and you should feel bad. The techniques were executed improperly. Hint12) ___________is how you bring a client back from the brink of desertion. Service restoration Service recovery Service search and rescueHintPLEASE READ Click the "Grade my quiz!" button below to get your result. If you passed it will say "You have passed". If you did not pass it will say "You did not pass" and then you can take the quiz again by hitting the back button on your browser. IT WILL NOT GIVE YOU THE CERTIFICATE NOW, even if you pass. I (the approved provider) will EMAIL YOU the certificate within 24 hours after I make sure that you paid and everything looks correct. PLEASE BE PATIENT. "Click Grade my quiz!" Once and give it a moment to produce results.