Ultimate Customer Journey Map | Buyer Journey, Lead Nurturing & Churn Mapping | MCQs
Q. What best describes 'Creative Imitation' as per Peter Drucker?
A. Creating an entirely new product
B. Copying an innovation without changes
C. Enhancing and repositioning an existing innovation
D. Competing on price alone
✅ Answer: C. Enhancing and repositioning an existing innovation
Q. What is the primary purpose of a Customer Journey Map?
A. To track internal team performance
B. To understand customer experiences and improve interactions
C. To create financial projections
D. To design product logos
✅ Answer: B. To understand customer experiences and improve interactions
Q. Which template helps visualize the stages a buyer goes through before making a purchase?
A. Lead Nurturing Template
B. Buyer's Journey Template
C. Customer Churn Template
D. Customer Support Blueprint Template
✅ Answer: B. Buyer's Journey Template
Q. In the Buyer’s Journey, which stage is where the customer evaluates different solutions?
A. Awareness Stage
B. Consideration Stage
C. Decision Stage
D. Post-Purchase Stage
✅ Answer: B. Consideration Stage
Q. Which stage involves the customer actively researching products or services?
A. Awareness Stage
B. Decision Stage
C. Consideration Stage
D. Lead Nurturing Stage
✅ Answer: C. Consideration Stage
Q. The 'Current State' template in a customer journey map helps businesses to:
A. Forecast revenue growth
B. Identify existing customer touchpoints and actions
C. Create brand guidelines
D. Assign sales quotas
✅ Answer: B. Identify existing customer touchpoints and actions
Q. What question does the 'Lead Nurturing Template' primarily answer?
A. Who are our top competitors?
B. How does a lead move from stranger to customer?
C. Which product features to remove?
D. How to optimize shipping times?
✅ Answer: B. How does a lead move from stranger to customer?
Q. In Lead Nurturing, who typically interacts with the lead?
A. Competitors
B. Company representatives like sales or support
C. External consultants
D. Random website visitors
✅ Answer: B. Company representatives like sales or support
Q. What is the main focus of the 'Future State' customer journey map?
A. Compare customer experiences before and after changes
B. Document competitor strategies
C. Monitor social media trends
D. Track internal employee satisfaction
✅ Answer: A. Compare customer experiences before and after changes
Q. In the 'A Day in the Life' template, which time segment helps identify early morning customer behaviors?
A. Afternoon
B. Evening
C. Early Morning
D. Nighttime
✅ Answer: C. Early Morning
Q. What does the Customer Churn template primarily analyze?
A. New lead acquisition
B. Reasons customers stop using products/services
C. Marketing ROI
D. Competitor pricing
✅ Answer: B. Reasons customers stop using products/services
Q. Which section of the Customer Journey map asks 'What can we do to expedite this process?'
A. Awareness Stage
B. Lead Nurturing Template
C. Customer Churn Template
D. Future State Template
✅ Answer: B. Lead Nurturing Template
Q. The Buyer's Journey stage where the customer decides to purchase is called:
A. Awareness Stage
B. Consideration Stage
C. Decision Stage
D. Lead Nurturing Stage
✅ Answer: C. Decision Stage
Q. In the Customer Support Blueprint, which step involves speaking with a support representative?
A. Normal Use
B. Notices Issue or Has Complaint
C. Asks for Help / Contacts Support
D. Resolves Conflict / Issue
✅ Answer: C. Asks for Help / Contacts Support
Q. What is the main goal of mapping the Customer's Current State?
A. To predict sales trends
B. To understand current behaviors, feelings, and touchpoints
C. To design new products
D. To train employees
✅ Answer: B. To understand current behaviors, feelings, and touchpoints
Q. Which template helps businesses understand why customers feel uncomfortable during decision-making?
A. Lead Nurturing Template
B. Buyer's Journey Template
C. Customer Churn Template
D. Service & Support Template
✅ Answer: A. Lead Nurturing Template
Q. What key question does the 'Future State' map answer compared to the Current State?
A. How will customer interactions differ after improvements?
B. What competitors are doing?
C. How to reduce shipping times?
D. Which marketing channels to eliminate?
✅ Answer: A. How will customer interactions differ after improvements?
Q. Which part of the Customer Journey map focuses on touchpoints during everyday routines?
A. Customer Churn
B. A Day in the Life Template
C. Lead Nurturing
D. Future State
✅ Answer: B. A Day in the Life Template
Q. What is the primary outcome of analyzing Customer Churn data?
A. Reduce operational costs
B. Improve customer retention and experience
C. Create new product lines
D. Hire more staff
✅ Answer: B. Improve customer retention and experience
Q. Which stage of the Buyer’s Journey is focused on creating awareness about a solution?
A. Awareness Stage
B. Consideration Stage
C. Decision Stage
D. Lead Nurturing Stage
✅ Answer: A. Awareness Stage
Q. In Customer Support, which step involves resolving conflicts or issues?
A. Normal Use
B. Notices Issue or Has Complaint
C. Speaks with Support or Rep
D. Resolves Conflict / Issue
✅ Answer: D. Resolves Conflict / Issue
Q. What is the main purpose of asking 'What is the customer thinking or feeling?' in journey mapping?
A. To predict sales revenue
B. To understand customer emotions and motivations
C. To track employee performance
D. To design new logos
✅ Answer: B. To understand customer emotions and motivations
Q. Which stage in Lead Nurturing is when the lead becomes a Marketing Qualified Lead (MQL)?
A. Stranger
B. Subscriber / Lead
C. MQL
D. Opportunity / Demo
✅ Answer: C. MQL
Q. In the Buyer's Journey, what question corresponds to 'What is the customer’s action?'
A. Identifying social media channels
B. Understanding customer behavior during each stage
C. Forecasting revenue
D. Designing ads
✅ Answer: B. Understanding customer behavior during each stage
Q. The 'Customer Touchpoint' question in Current State mapping helps businesses:
A. Identify where customers interact with the company
B. Track competitor performance
C. Assign marketing budgets
D. Develop new products
✅ Answer: A. Identify where customers interact with the company
Q. What is the key goal of the 'What do we want to change about this step?' section?
A. To plan internal meetings
B. To improve customer experience
C. To write training manuals
D. To create social media content
✅ Answer: B. To improve customer experience
Q. In Lead Nurturing, which stage immediately follows 'Subscriber / Lead'?
A. Stranger
B. MQL
C. Opportunity / Demo
D. Deal Closed
✅ Answer: B. MQL
Q. The 'How can we make the lead more comfortable in decision making?' section addresses:
A. Reducing friction in the buying process
B. Employee onboarding
C. Social media marketing
D. Revenue tracking
✅ Answer: A. Reducing friction in the buying process
Q. 'Current State' mapping includes which key elements?
A. Customer thoughts, actions, touchpoints, and areas for change
B. Competitor benchmarking
C. Pricing analysis
D. Product roadmap
✅ Answer: A. Customer thoughts, actions, touchpoints, and areas for change
Q. What is the purpose of the 'Future State' map compared to the 'Current State'?
A. Predict competitor strategies
B. Visualize improved customer experience and interactions
C. Track employee tasks
D. Design company logo
✅ Answer: B. Visualize improved customer experience and interactions
Q. In 'A Day in the Life', what does mapping 'Afternoon' segment help identify?
A. Morning customer behavior
B. Afternoon customer priorities and pain points
C. Evening marketing campaigns
D. Nighttime social media usage
✅ Answer: B. Afternoon customer priorities and pain points
Q. The Customer Churn template primarily helps in:
A. Attracting new leads
B. Identifying why customers leave and improving retention
C. Setting employee goals
D. Product pricing
✅ Answer: B. Identifying why customers leave and improving retention
Q. Which Customer Journey map template focuses on understanding daily routines?
A. Lead Nurturing Template
B. A Day in the Life Template
C. Customer Churn Template
D. Future State Template
✅ Answer: B. A Day in the Life Template
Q. In Customer Support mapping, 'Normal Use' refers to:
A. When the customer experiences no issues with the product
B. When the customer files a complaint
C. When the company escalates issues
D. When competitors contact the customer
✅ Answer: A. When the customer experiences no issues with the product
Q. The 'Notices Issue or Has Complaint' step is part of which Customer Journey template?
A. Lead Nurturing
B. Service & Support
C. Customer Churn
D. Buyer's Journey
✅ Answer: B. Service & Support
Q. What question does 'Why is the customer feeling this way?' address?
A. Customer emotions and underlying causes
B. Employee satisfaction
C. Social media reach
D. Competitor analysis
✅ Answer: A. Customer emotions and underlying causes
Q. Which Customer Journey stage helps track progress from 'Deal Closed' to 'GoLive/Handoff'?
A. Awareness Stage
B. Lead Nurturing Template
C. Future State Template
D. Customer Churn Template
✅ Answer: B. Lead Nurturing Template
Q. In 'Current State', asking 'How and/or why will we make this change?' helps:
A. Document improvement plans
B. Schedule social media posts
C. Assign sales targets
D. Track marketing ROI
✅ Answer: A. Document improvement plans
Q. The 'Decision Stage' in Buyer’s Journey focuses on:
A. Making the customer aware
B. Evaluating options
C. Selecting the best solution and purchasing
D. Lead nurturing
✅ Answer: C. Selecting the best solution and purchasing
Q. The 'Consideration Stage' focuses on:
A. Awareness about the product
B. Evaluating different solutions
C. Final purchase decision
D. Customer support interactions
✅ Answer: B. Evaluating different solutions
Q. Which template identifies popular reasons for customer churn?
A. Lead Nurturing Template
B. Customer Churn Template
C. Future State Template
D. A Day in the Life Template
✅ Answer: B. Customer Churn Template
Q. Which section in Customer Journey mapping helps identify customer's biggest pain points?
A. Future State
B. A Day in the Life
C. Lead Nurturing
D. Buyer's Journey
✅ Answer: B. A Day in the Life
Q. Customer Journey mapping improves customer experience by:
A. Ignoring feedback
B. Visualizing and analyzing customer interactions
C. Increasing product price
D. Focusing only on sales targets
✅ Answer: B. Visualizing and analyzing customer interactions
Q. In Lead Nurturing, 'Opportunity / Demo' stage is focused on:
A. Offering a product demo and building trust
B. Creating awareness
C. Churn analysis
D. Customer daily routines
✅ Answer: A. Offering a product demo and building trust
Q. 'Future State' mapping asks how the new journey differs from:
A. Competitor strategies
B. Current or previous state
C. Social media trends
D. Employee KPIs
✅ Answer: B. Current or previous state
Q. The section 'What content from our company is the lead interacting with?' helps in:
A. Evaluating lead engagement and content effectiveness
B. Tracking employee performance
C. Budget allocation
D. Social media monitoring
✅ Answer: A. Evaluating lead engagement and content effectiveness
Q. What does mapping 'What action do we take in the background?' in Service & Support indicate?
A. Internal processes supporting customer resolution
B. Marketing strategies
C. Competitor tracking
D. Daily sales calls
✅ Answer: A. Internal processes supporting customer resolution
Q. Customer Journey mapping helps businesses to:
A. Improve engagement, retention, and satisfaction
B. Only track revenue
C. Design new logos
D. Replace customer service entirely
✅ Answer: A. Improve engagement, retention, and satisfaction
Q. In Current State mapping, 'Step 3' typically captures:
A. Social media trends
B. Customer feelings, actions, and touchpoints at a specific step
C. Revenue forecast
D. Employee feedback
✅ Answer: B. Customer feelings, actions, and touchpoints at a specific step
Q. The 'Awareness Stage' aims to:
A. Educate the customer about solutions
B. Close a deal
C. Provide technical support
D. Track churn
✅ Answer: A. Educate the customer about solutions
Q. Customer Churn analysis ultimately helps in:
A. Reducing customer loss and improving satisfaction
B. Increasing website traffic
C. Hiring more employees
D. Product design only
✅ Answer: A. Reducing customer loss and improving satisfaction
Q. What is tracked in 'How does the customer interact with our product at this time?'
A. Customer actions and engagement
B. Competitor pricing
C. Internal HR metrics
D. Lead acquisition costs
✅ Answer: A. Customer actions and engagement
Q. In Customer Support, communicating effectively involves:
A. Ignoring complaints
B. Clear and timely updates to customers
C. Focusing only on revenue
D. Marketing emails
✅ Answer: B. Clear and timely updates to customers
Q. Which template uses '[Prompts in Brackets]' for customization?
A. All Customer Journey Map templates
B. Only Lead Nurturing
C. Only Future State
D. Only Customer Churn
✅ Answer: A. All Customer Journey Map templates
Q. The 'Deal Closed to GoLive/Handoff' stage focuses on:
A. Lead acquisition
B. Ensuring smooth transition and customer onboarding
C. Churn analysis
D. Content marketing
✅ Answer: B. Ensuring smooth transition and customer onboarding
Q. What is the benefit of visualizing customer journey maps?
A. Improved understanding of customer experience
B. Better social media tracking
C. Only revenue forecasting
D. Product logo design
✅ Answer: A. Improved understanding of customer experience
Q. The section 'How can our product be better utilized at this time?' aims to:
A. Increase product adoption and customer satisfaction
B. Reduce marketing budget
C. Improve internal HR metrics
D. Track competitor actions
✅ Answer: A. Increase product adoption and customer satisfaction
Q. Customer Journey maps improve marketing by:
A. Aligning messages to customer needs and behaviors
B. Increasing employee salaries
C. Reducing social media posts
D. Ignoring customer feedback
✅ Answer: A. Aligning messages to customer needs and behaviors
Q. In Lead Nurturing, content interaction tracking helps in:
A. Understanding which content drives engagement and conversion
B. Calculating employee bonuses
C. Reducing product costs
D. Tracking competitor prices
✅ Answer: A. Understanding which content drives engagement and conversion
Q. The 'What or where is the buyer researching?' question in Buyer's Journey helps:
A. Identify information sources influencing decisions
B. Track social media likes
C. Monitor internal metrics
D. Plan office events
✅ Answer: A. Identify information sources influencing decisions
Q. Mapping 'What do we want to change about this step?' allows businesses to:
A. Design actionable improvements in customer experience
B. Track employee attendance
C. Forecast revenue only
D. Reduce product features
✅ Answer: A. Design actionable improvements in customer experience
Q. Customer Journey maps provide insight into:
A. Customer emotions, behaviors, pain points, and touchpoints
B. Employee personal goals
C. Only competitor pricing
D. Office infrastructure
✅ Answer: A. Customer emotions, behaviors, pain points, and touchpoints
Q. What is the first step in Customer Churn mapping?
A. Identifying popular reasons for churn
B. Lead acquisition
C. Designing marketing campaigns
D. Employee onboarding
✅ Answer: A. Identifying popular reasons for churn
Q. Which template highlights stages like Stranger, Subscriber, MQL, and Opportunity?
A. Lead Nurturing Template
B. Customer Churn Template
C. Future State Template
D. Service & Support Template
✅ Answer: A. Lead Nurturing Template
Q. Customer Journey maps can be customized by:
A. Using prompts in brackets to fill specific project information
B. Copying competitor templates
C. Ignoring customer feedback
D. Using generic sales reports
✅ Answer: A. Using prompts in brackets to fill specific project information
Q. The 'Awareness Stage' helps the customer:
A. Recognize a problem or opportunity
B. Close a deal
C. Interact with support
D. Analyze churn data
✅ Answer: A. Recognize a problem or opportunity
Q. Mapping customer feelings in Current State helps businesses:
A. Identify pain points and opportunities for improvement
B. Only forecast revenue
C. Track internal emails
D. Reduce marketing spend
✅ Answer: A. Identify pain points and opportunities for improvement
Customer journey map, buyer journey MCQs, lead nurturing quiz, customer churn mapping questions, service & support quiz, current and future state journey, customer touchpoints, awareness consideration decision stages, HubSpot customer journey, mapping templates MCQs
