Relationship Management Practice Exam

About Relationship Management
Relationship Management is a strategy for managing all your company's relationships and interactions with your customers and potential customers. It helps you improve your profitability.

Relationship Management enables you to focus on your organisation’s relationships with individual people – whether those are customers, service users, colleagues or suppliers. CRM is not just for sales. Some of the biggest gains in productivity can come from moving beyond CRM as a sales and marketing tool and embedding it in your business – from HR to customer services and supply-chain management.

Why is Relationship Management important?
Relationship Management helps in providing better service to the customers and developing effective customer relationships.

It helps businesses build a relationship with their customers that, in turn, create loyalty and customer retention. Since customer loyalty and revenue are both qualities that affect a company's revenue, it is a management strategy that results in increased profits for a business.

Who should take the Relationship Management Exam?
•    Customer service or support professionals
•    Business owners
•    Anyone who wants to assess their customer relationship skills
•    Customer service or support managers and senior executives
•    Customer relationship consultants
•    Professionals working in outsourced companies responsible for customer service or support
•    Anyone interested in customer service or support

Knowledge and Skills required for the Relationship Management

Critical thinking and good communication skills helps candidate to gain quick success for career in relationship management.

Relationship Management Practice Exam Objectives

Relationship Management exam focuses on assessing your skills and knowledge in customer needs, handling and expectations.

Relationship Management Practice Exam Pre-requisite

There are no prerequisites for the Relationship Management exam.

Relationship Management Certification Course Outline
1. Customer Service
1.1 Who is Customer
1.2 Customer Service Basics

2. Customer Handling
2.1 Understanding Customer Behaviour
2.2 Customers Expectations
2.3 Building Customer Relationship
2.4 Managing conflicts

3. Customer Expectations
3.1 What is customer expectations
3.2 Why customer expectations
3.3 Types of Expectations
3.4 Expectations Model
3.5 Managing Expectations
3.6 Customer Latest Expectations
3.7 Getting Customer Feedback
3.8 Handling Customer Expectations

4. Customer Needs
4.1 Consumer Need
4.2 Understanding Customer Needs
4.3 Hulls Drives Reduction Theory
4.4 Maslow’s Hierarchy of Needs
4.5 McClelland’s Three Needs Theory
4.6 Consumer Motivation Concept
4.7 Values
4.8 Means - End Chain Model

5. Consumer Perception
5.1 Perception Basics
5.2 Elements of Perception
5.3 The Absolute Threshold
5.4 The Differential Threshold
5.5 Subliminal Perception
5.6 Process of Perception
5.7 What is value?
5.8 Choosing a Value Proposition
5.9 Dynamics of Perception
5.10 Perceptual Organization
5.11 Consumer Imagery

6. Consumer Attitudes
6.1 Attitudes
6.2 Models of Attitude
6.3 Attitude Formation
6.4 Strategies of Attitude Change

7. Customers Listening and Tools
7.1 Customer Complaints
7.2 Complaint Barriers
7.3 Customer Journey Mapping (CJM)
7.4 Voice Of the Customer
7.5 Benchmarking
7.6 Business Performance Measures

Exam Format and Information
Certification name – Relationship Management Certification
Exam duration – 60 minutes
Exam type - Multiple Choice Questions
Eligibility / pre-requisite - None
Exam language - English
Exam format - Online
Passing score - 25
Exam Fees  - INR 1199