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1. 
Customer profiling is defined as what?
A.
Customer profiling is a market research technique that allows a business to better understand who and why people choose to use them
B.
Customer profiling is about your facial features
C.
Customer profiling is about how often you make a purchase
D.
Customer profiling is about how many members you have in your family
2. 
Why is customer profiling so valuable to a business?
A.
Helps the business to plan staffing
B.
Helps with staff training
C.
More opportunities, targeted messages, better communication, increased productivity and return on investment
D.
Helps to plan special offers
3. 
What can happen if information isn’t passed on clearly and correctly?
A.
Mistakes, arguments, unhappiness and even disasters can happen
B.
Increase in staff performance and enthusiasm
C.
Customers are happier
D.
Staff still understand what they need to do
4. 
What depends on clear communication:
A.
Organisational success depends on relationships, which depend on clear communication
B.
Business planning
C.
Organisation turnover
D.
Customer dissatisfaction
5. 
What best describes what and who the company is :
A.
The Company mission statement
B.
The vision statement
C.
Values
D.
The brand standard
6. 
Identify the correct combination of Stonegate’s values:
A.
We have Fun, we invest wisely, we are raring to go, we are straightforward, we are one team
B.
Finance, Invest, Raring to go, A Straight forward Team
C.
We are Fun, we Invest,we are a Straight forward Team
D.
We are Fab, We Invest, We are Raring to go, We are a Straight forward Team
7. 
What best describes the vision statement of a business:
A.
A statement of purpose and intent
B.
Why and how the business intends to become the number 1 in the industry, linking to the brand standards
C.
Why and how the business intends to achieve its mission, which often links strongly to the company’s core values.
D.
Statement of how the business is expected to perform financially
8. 
What happens when the values aren’t aligned to the business and the workforce:
A.
Some individuals get great results with different intentions and varying outcomes
B.
Some individuals could work towards different goals, with different intentions and varying outcomes
C.
Some individuals could work towards the same goals, with the same outcomes
D.
Some individuals only work towards one goal, with different intentions and varying outcomes
9. 
Vision statements strongly emphasise the businesses core values to who:
A.
Both staff and customers to encourage positive behaviour
B.
To suppliers so they get the best deal
C.
To all managers to encourage positive staff morale
D.
Only the staff in the business
10. 
As part of the Equality Act how many protected characteristics are there:
A.
Nine
B.
Eight
C.
Three
D.
Twelve