Client Retention for Massage Therapists Quiz

INSTRUCTIONS
This page is the quiz for your continuing education course. Please answer all of the questions below then click the “Grade my quiz” button at the bottom of the page. If you are stuck, use the “Hint” link that appears under the question.

You must score 75% or higher to pass. The quiz is a pass/fail matrix and it stops counting points once you reach the passing threshold of 75% so the only score you will receive will be PASS or FAIL. It will tell you which ones you missed, however, so you can try again if you fail.

IMPORTANT NOTE
If you click “Grade my quiz” and nothing happens it is because you missed a question. The Quiz will not submit unless EVERY question is answered, including the five at the top that collect the student information.

Good luck!

1. Student name (as you would have it on your certificate/transcript):
2. 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.
3. Please enter the email address you would like us to send your certificate of completion to.
4. Your complete physical address (Street, City, State, Zip Code). This is a requirement of the NCBTMB for your transcript. We will not mail you anything or share the address with anyone. This can be a business address or PO Box.
5. 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.
6. According to the study cited in the course, Increasing customer retention rates by______ increases profits by 25% to 95%.
7. 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.
8. This is power through association with others who possess power.
9. "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?
10. Which of the following is NOT one of the Three Pillars of Client Retention?
11. What does the term “service failure” mean?
12. “Failure in the massage” means that ______________________.
13. ___________is how you bring a client back from the brink of desertion.
14. If executed properly, a Service recovery will not only help you retain current clients but it will also attract new ones through a process that business leaders call the _____________.
15. The service recovery paradox is a paradoxical effect where a service failure ultimately results in_________________.
16. What is the first step in the service recovery process?
17. What is the second step in the service recovery process?
18. What is the third step in the service recovery process?
19. This course outlines ____ reasons for massage therapy clients to not return.
20. __________is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation.

PLEASE 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.