Social Media Marketing
True or false? Social selling is not an inbound way to conduct business
False
True or false? Your campaign should also help the influencer build authority and further their own content or reach
True
Inbound is all about being ______-centric, not competitor-centric a. Employee b. Shareholder c. Customer d. Brand
Customer
True or false? Responding to your audience directly can negatively impact your reputation
False
True or false? You should revisit your KPIs every 18 months
False
What is the biggest challenge that most social media practitioners have? a. Hiring the right number of people b. Developing the right amount of content c. Getting executive buy-in for social ideas d. Retaining customers
Getting executive buy-in for social ideas
How are voice and tone related? a. Voice and tone mean the same thing b. Voice is a subset of tone c. Tone is a subset of voice d. Voice and tone are unrelated
Tone is a subset of voice
In what stage of the buyer's journey would an advertisement for a free trial of your product be most appropriate? a. Consideration stage b. Decision stage c. Awareness stage d. Evaluation stage
Decision stage
True or false? "Earned" media is exposure your brand has paid for, e.g., advertising or promotions
False
True or false? 12% of people generate 70% of the impact online
False
True or false? Competitor benchmarking is one leading indicator of revenue success
True
True or false? Humanizing your brand gives you a competitive edge because people like making connections, and they like to invest their time and money in people they can relate to
True
True or false? To implement an effective social media strategy, you have to be aware of the legal challenges, not ethical ones
False
True or false? When you use language in your social responses that is too casual, you lose the respect of your audience
False
What is an employee advocacy program? a. A social media program for only senior management professionals to take advantage of b. A social media program for all employees to take advantage of c. A social media program for only the employees responsible for social media to use
A social media program for all employees to take advantage of
You bid $5.00 on a click on your Facebook ad. The next highest bidder only pays $3.00 to target an ad at the exact same audience. How much will Facebook make you pay to win the bid? a. $2.99 b. $3.00 c. $3.01 d. $5.00
$3.01
Which of the following social media expenses do you want to track so you can calculate ROI on your marketing campaigns? Choose all that apply a. Work hours b. Agency or freelance costs c. Social media software and services d. Content development expenses e. Advertising costs
Work hours; Agency or freelance costs; Social media software and services; Content development expenses; Advertising costs
True or false? Commissions for celebrity influencers are generally 5% of the sale
False
True or false? Curating content means publishing someone else's content as if it were your own
False
True or false? The best way to choose the right social media tool is to think about your business goals, then narrow down your choices based on that goal criteria
True
True or false? The world has changed and so has how we think about inbound, which is why advertising should be considered part of your marketing playbook
True
True or false? To be a part of the social conversation, you don't necessarily have to be the subject of it
True
Which of these KPIs demonstrate engagement? Choose all that apply a. Direct sales revenue from social media b. Mentions c. Sharing and retweets d. Likes or Favorites e. Customer satisfaction
Sharing and retweets; Likes or Favorites
Fill in the blank: Instagram stories are a great way to ______ a. Demonstrate complex concepts quickly and easily b. Directly message a customer to answer a question c. Deliver video podcasts d. Drive traffic and engagement
Drive traffic and engagement
Which of the following would not contribute to ad fatigue? a. Using the same image on your ad for over a month b. Using only Facebook for your advertising strategy c. Offering the same ebook in your ad for two months straight d. All of these would contribute to ad fatigue
Using the same image on your ad for over a month
True or false? Asking for reviews is something you should never do in social media
False
True or false? Canned messages are a quick and easy way to reach a wide audience in social media to find the right prospects
False
True or false? Evaluating the team dynamics and how each member did in the crisis along with analyzing the reactions, KPIs, and overall response to the crisis happens during the response stage
False
True or false? If you're posting the same content across different channels, make sure you post them simultaneously—on the same days and at the same times
False
True or false? It's necessary to conduct a social media audit every 2-3 years
False
Why are hashtags helpful? a. To aid search, track campaigns, and to influence the creation of user-generated content b. To keep track of ephemeral content that disappears c. To demonstrate to executives the power of organic reach on a piece of content d. All of above
To aid search, track campaigns, and to influence the creation of user-generated content
True or false? A buyer persona is as important as business objectives when developing a social media strategy
True
What is the main benefit of using animated GIFs in social content? a. They help you make light of what would otherwise feel like serious content b. They help you demonstrate complex concepts quickly and easily c. They help you show how culturally in-touch you are
They help you demonstrate complex concepts quickly and easily
What is a vanity metric? a. A metric that shows the sentiment of your brand in social b. A key performance indicator (KPI) that shows you how popular your company is c. A surface-level metric that doesn't correlate with your business success
A surface-level metric that doesn't correlate with your business success
Why should you include content curation in your social strategy? a. It saves time and money b. It builds industry connections c. It helps you post a larger variety of content d. All of the above
All of the above
Why should you talk directly with your social followers and prospects? a. Build your brand b. Increase customer loyalty c. Improve reputation d. All of the above
All of the above
True or false? 42% of B2B marketers believe they've proved that social media has an impact on their business
False
True or false? Influencer marketing and user-generated content will help you bypass some social media platform rules to help you reach your audience
False
True or false? One-to-one engagement doesn't result in customers spending more
False
True or false? Recruiters aren't going to be interested in your social media efforts, so there's no need to track metrics related to hiring in social media
False
True or false? Social content is only used during the attract and delight stages of the inbound methodology
False
True or false? The Holistic model is the most common social team structure used by organizations today
False
True or false? The longer your social posts, the more likely that content will be seen and re-shared
False
True or false? When starting out, make sure you are engaging with customers on every single social media channel
False
True or false? A crisis plan focuses on what to do when a crisis happens on social media
True
True or false? Companies delivering customer service see an annual financial gain of 7.5%
True
What do senior leaders care about when it comes to your social media plan? Choose all that apply a. Sentiment b. Competitive advantage c. Click-through rates d. Customer satisfaction e. Number of social followers
Competitive advantage; Customer satisfaction
In social media content, "tone" refers to: a. The distinct and steady personality or style of your brand b. The written style of your social media posts, including capitalization and punctuation c. The color and shading of your social media images d. The moods and attitudes of specific content pieces, which can change depending on the channel, situation, and the audience
The moods and attitudes of specific content pieces, which can change depending on the channel, situation, and the audience
True or false? One in four consumers lose interest in a company if it doesn't use video on its social media channels
True
Why would you want to identify who your brand superfans are and reward them? a. You can measure the results from social marketing campaigns when influencers participate b. People are more likely to purchase a product if a friend or someone they admire mentions it in social media c. You can learn a lot about how influencers work with your competition d. It will help you know what content performs best on a social network
People are more likely to purchase a product if a friend or someone they admire mentions it in social media
The ______ stage focuses on creating message maps and listening protocols on social media a. Preparation b. Recovery c. Response d. Crisis
Preparation
Fill in the blank: In the _______ stage, a social media manager needs to be able to react quickly, compassionately, and with authority. They also have to integrate social media messages to the appropriate medium and audience a. Reparation b. Response c. Recovery
Response
There are certain actions that need to be taken into consideration for a social media crisis. What's an action you should avoid? a. Pausing marketing emails b. Sending out promotional sponsored posts and tweets during a crisis c. Assessing the planned blogging and campaign schedule for appropriateness d. Creating a blog post to address the situation as needed
Sending out promotional sponsored posts and tweets during a crisis
Which of the following is NOT an example of active language you should use on a call-to-action? a. "Subscribe here" b. "Donate" c. "More here" d. "Watch"
"More here"
True or false? Follower count is often considered to be a vanity metric
True
Which type of influencer might be primarily behind the scenes in your marketing campaign? a. Micro-influencers b. Celebrity c. Local d. Content creators e. Industry influencers
Content creators
Which of the below is not one of the five types of social media models? a. Distributed b. Dandelion c. Holistic d. Hub and Spoke
Distributed
Which of the following steps is NOT one you need to think about when planning how to structure your social team? a. Plan your business and social goals one to three years out b. Consider your stakeholders' needs c. Allocate or advocate for resources d. Gather industry data to support your goal
Gather industry data to support your goal
Fill in the blank: "Facebook Ads is a great for targeting based on ______, while Google Ads targets based on your audience's _______ a. Buyer stage; interests b. Problems; ideas c. Interests; intent
Interests; intent
Visual images are usually things like ______. Choose all that apply a. Photos b. Infographics c. Animated GIFs d. Illustrations
Photos; Infographics; Animated GIFs; Illustrations
Which network has the longest life for a piece of content? a. Facebook b. LinkedIn c. Snapchat d. Pinterest
True or false? When measuring your social media ROI, you calculate the effectiveness of an action by dividing the net income by the cost of this action and multiplying it by 100
True
True or false? You should make sure experimentation is ingrained in your strategic plan
True
On which social network should you share content most frequently? a. Facebook b. LinkedIn c. Twitter d. Pinterest
True or false? Working with journalists and media personalities is just like working with other influencers
False
True or false? You should develop your social media budget before you create your social media plan
False
True or false? A channel takeover, such as letting an influencer run your Instagram or Twitter handle for a day, is a good idea for brands
True
What should you do if your competitor experiences a big, public blunder? a. Release the hounds! Your sales reps will love this opportunity b. Be empathetic and helpful towards your competitor's customers c. Take the opportunity to share with your customers how this would never happen to you, or to your customers d. Do nothing. Eye on the prize!
Be empathetic and helpful towards your competitor's customers
Why should you be careful about monitoring competitors? a. Your competitors can tell when you're monitoring them, and they may get offended and retaliate b. It's easy to get consumed with competitive intelligence and lose sight of your unique strategy and customer c. Competitors aren't the only reason people don't buy your product or service d. Competitive intelligence is best used for highly competitive markets only
It's easy to get consumed with competitive intelligence and lose sight of your unique strategy and customer
What is one of the major benefits of Facebook Lead Ads? a. Facebook will serve these ads on Pinterest in addition to Facebook b. They only serve your ads to a small group of highly qualified people c. The pre-filled form in Facebook makes it super easy for your audience to convert on—especially on mobile d. They're optimized for a desktop audience, which is proven to convert better than mobile users
The pre-filled form in Facebook makes it super easy for your audience to convert on—especially on mobile
A social media audit will provide you value in all of the following areas EXCEPT: a. You can determine the best mix of content on the right channels at the right times b. You can identify opportunities to better engage with customers c. You can adjust budgets and calculate ROI d. You can negotiate rates with a social advertising vendor
You can negotiate rates with a social advertising vendor
True or false? Buyer personas are primarily used for developing marketing campaigns
False
True or false? It's always better to target your ads towards as broad a group of people as possible
False
True or false? Simon Sinek says that people want to buy what you have. They don't care about what you believe
False
What does "content curation" mean? a. Gathering content creators to create content for your brand b. Gathering content that's relevant to a particular topic or area of interest and then sharing it with your audience with proper citations c. Gathering content that others have created and passing it off as your own
Gathering content that's relevant to a particular topic or area of interest and then sharing it with your audience with proper citations
When should a salesperson put forth the sales pitch in social media? a. After sufficient rapport has been built and the customer is looking for what you have to sell b. After a prospect follows them back on a social channel c. After the first casual conversation you have with the person in social media d. A month after you follow the prospect on social media
After sufficient rapport has been built and the customer is looking for what you have to sell
What's a reason why working with influencers and encouraging user-generated content is important? a. Changing algorithms on the social platforms b. People trust recommendations from individuals over brands c. General Data Protection Rules (GDPR) on privacy limit brand exposure d. All of the above
All of the above
Which of these tactics will help you foster more general social engagement? a. Being funny b. Asking for reviews c. Tagging individuals in social posts d. Starting a Facebook group e. Using emojis f. All of the above
All of the above
When monitoring your competitors, take note of their wins, losses, reputation, differentiations, marketing tactics, relationships, alliances, and even their brand voice. These characteristics, and how they change over time, can be used to inform your ____ a. Your content strategy b. Your product roadmap c. Your service offering d. All of these things
All of these things
If you don't have your ________ in mind as you're developing content and social campaigns, then you probably aren't using social as effectively as you could be a. Competitors b. Revenue targets c. Business goals and buyer personas d. Budget
Business goals and buyer personas
When developing your brand's tone, ______ is key a. Timing b. Budget c. Context d. Personality
Context
Your team is creating a social campaign for an upcoming product launch. Someone designs a great image for this social campaign that does a fantastic job of showcasing the product. How can your team optimize this image for the campaign? a. Publish the same exact image to every social platform b. Create multiple versions of the same image that comply with each social channel's ideal image dimension
Create multiple versions of the same image that comply with each social channel's ideal image dimension
Posting curated content on social shows your audience you're committed to: a. Creating value for them b. Posting only your own content c. Re-posting all the content that they share with you
Creating value for them
What did fashion brand Burberry do to revolutionize how marketers use social media? a. Ran a massive Facebook campaign to advertise their brand to fans b. Developed a highly successful public relations campaign that used social media to share their messages c. Invited their fans to share photos of their trench coat d. Began working with a famous influencer to take over their Instagram feed
Invited their fans to share photos of their trench coat
Why do you need to use leading indicators of revenue success when calculating ROI on your social media strategy? a. It's difficult to know how much revenue is generated from a sale that originates from a social media campaign b. It can be months before you've closed new customers from a social media campaign c. Understanding how you stack up to your competition can help you pivot and make better business decisions d. Calculating ROI on social media is super hard to prove
It can be months before you've closed new customers from a social media campaign
Fill in the blank: ____ ads are designed to collect information like name and email address a. Lead b. Image c. Story d. Message
Lead
What should you do if your competitor has a big public blunder? a. Send my sales team to follow up with every negative post about the incident so that we can take this opportunity to win their business b. Amplify the competitor's blunder, telling your followers "See this? We would never do this." c. Maintain a helpful approach and have empathy for the company's missteps. Reply thoughtfully and empathetically to posts where appropriate d. Stay completely silent and make sure your company never experiences the same thing
Maintain a helpful approach and have empathy for the company's missteps. Reply thoughtfully and empathetically to posts where appropriate
The following are all ways that social media monitoring can benefit your business except: a. Supporting existing customers by answering questions about your product or service b. Listening and centralizing social conversations about an ongoing market campaign c. Measuring the performance of your latest email marketing campaign d. Informing your recruiting efforts to help align job descriptions with candidate expectations
Measuring the performance of your latest email marketing campaign
Do brands have legal ownership over content that users generate about their brand? a. Yes b. No
No
Let's say you conduct an audit of your existing social media content and find that on Twitter, posts with statistics get by far the most likes and retweets. What's the BEST way for you to use this knowledge to inform your future social content plan? a. Plan to scale back on your statistics posts on Twitter to make room for other posts that might perform better b. Plan to publish the same number of statistics posts on Twitter each week as you are already, but remove the other post types since they clearly aren't performing as well c. Plan to dramatically increase the number of statistics posts on Twitter so that statistics posts comprise at least 80% of the feed d. Plan to experiment with publishing more statistics to Twitter and perhaps investing time in doing more original research you can pull stats from and publish to Twitter and other channels
Plan to experiment with publishing more statistics to Twitter and perhaps investing time in doing more original research you can pull stats from and publish to Twitter and other channels
You're starting a project and don't have a past campaign to use as a benchmark. How can you secure executive buy-in? a. Research the costs of agencies that can do the work b. Consider industry research to back up your plan c. Position your program as an experiment or pilot d. Create a robust PowerPoint with statistics to back up your plan
Position your program as an experiment or pilot
Which one of the following is NOT a way that UGC can help marketers? a. Provide social proof and amp up your credibility b. Boost SEO c. Enable you to get past ad blockers because the content doesn't come through like a typical ad d. Extend your budget e. Provide deep insight into the effectiveness of your content mix
Provide deep insight into the effectiveness of your content mix
Which of the below is NOT one of the three factors determining how an influencer can impact behavior? a. Relevance b. Reach c. Resonance d. Recognition
Recognition
How can social media listening increase customer advocacy? a. Responding only to positive social posts and re-sharing them tells the rest of your followers how great you are b. Responding only to negative social posts with helpful, knowledgeable responses shows that you care c. Responding to social posts—whether they're positive or negative—shows that you're listening, and your customers are being heard d. Responding to a social post within one hour shows that your company is full of social-savvy whipper snappers
Responding to social posts—whether they're positive or negative—shows that you're listening, and your customers are being heard
Which KPI will executives be more responsive to? a. Reach b. Retention and loyalty c. Engagement d. Return on Investment (ROI)
Return on Investment (ROI)
Fill in the blank: a lookalike audience is made up of people who ________ a. Follow you on social media b. Have visited your website c. Have liked your posts d. Share the characteristics of your existing audience
Share the characteristics of your existing audience
There are many benefits to having a social media strategy. Which answer is NOT one of them? a. Social media helps you expand your other marketing efforts b. Social media helps you attract buyers c. Social media helps you send better emails d. Social media is a key driver for word-of-mouth marketing
Social media helps you send better emails
Which of the following is NOT a benefit of having a social media strategy? a. Social media helps you expand your other marketing efforts b. Social media helps you attract buyers c. Social media helps you send better emails d. Social media is a key driver for word-of-mouth marketing
Social media helps you send better emails
Why is social media an important part of inbound marketing? a. Social media helps you reach millions of people in distant countries b. Users have the best customer service experience in social media c. Social media is a one-to-one medium you can use to market in a direct, human way d. Social media has better advertising options than traditional media
Social media is a one-to-one medium you can use to market in a direct, human way
A(n) ________ outlines guidelines and best practices for employees to follow on social media a. Crisis plan b. Advocacy plan c. Social media policy
Social media policy
Let's say you conduct a content audit on your competitors and see that they're having success with live video, but you haven't really tried live video yet. What might you do? a. Give up - they've already won the space, and it's doubtful you can catch up at this point b. Immediately start doing live video on every channel to take back your audience c. Test out live video in different channels, and see how your audience responds
Test out live video in different channels, and see how your audience responds
What is a Social Media Service Level Agreement (SLA)? a. A contract between a service provider and a customer regarding the scope of the in-person or over-the-phone service to be provided b. The agreement a company makes to commit to answering social media responses in a specific amount of time c. A confidentiality agreement that creates a legal obligation to privacy and compels those who agree to keep any specified information obtained in social media secure d. An agreement designed to regulate the relationship between a provider of social media marketing services and a client for those services
The agreement a company makes to commit to answering social media responses in a specific amount of time
True or false: Ephemeral stories are quick bits of content, both video and photo, often with fun filters and "stickers that disappear after a short period of time (1-24 hours)
True
True or false? Engaging with a customer one-to-one can help a business amplify their reach
True
True or false? In social media, a service level agreement (SLA) refers to how much time passes between when a customer reaches out and when the company responds
True
True or false? Jumping onto an unrelated hashtag to promote your material is spammy
True
True or false? People want to talk to people, not brands
True
True or false? Selling to prospects by messaging them on Facebook could be seen as invading their private space
True
True or false? Social listening can help you find leads
True
True or false? Social media helps people feel INFORMED by helping them learn new things, stay up to date on topics that matter to them, and discover new ideas and trends
True
What's one reason why brands may fear encouraging user-generated content? a. UGC helps other users connect, which then builds a stronger community b. UGC can end up costing the company a lot of money c. UGC comes directly from users, and content creation is out of the brand's control d. UGC creates a competitive advantage that's inherently difficult to replicate
UGC comes directly from users, and content creation is out of the brand's control
Why is user-generated content (UGC) so important? Choose all that apply a. UGC helps brands understand their target audience b. UGC improves site engagement and time spent on the website c. UGC provides means for other users to connect, which then builds a stronger community d. UGC is inherently peer reviewed, making it more trustworthy
UGC helps brands understand their target audience; UGC improves site engagement and time spent on the website; UGC provides means for other users to connect, which then builds a stronger community; UGC is inherently peer reviewed, making it more trustworthy
The most important thing to keep in mind when measuring social ROI is: a. How much you're paying using ads to achieve social media results b. Accurate tracking of all agency and freelance costs c. Understanding the lifetime value of your social posts d. Evangelizing your findings throughout the organization e. Using the same metric that you use for other channels
Using the same metric that you use for other channels
True or false? It's not a good policy to delete all negative comments
True
True or false? It's possible to pay some influencers with a gift card
True
What do we mean when we say you should post an "80/20 mix" on social media? a. 20% of your social content should promote your own brand, and 80% of your social content should be anything that truly interests your audience and engages them in conversations b. 80% of your social content should promote your brand, and 20% of your social content should be anything that truly interests your audience and engages them in conversations c. 20% of your social content should be video that interests your audience, and 80% should be content that promotes your brand
20% of your social content should promote your own brand, and 80% of your social content should be anything that truly interests your audience and engages them in conversations
"Real-time marketing" refers to: a. Developing content on the fly for local, national, or global events happening online or offline b. Developing content on the fly for local, national, or global events happening online only c. Developing content on the fly for local, national, or global events happening offline only d. Developing content and publishing it in the time zone where the majority of your target audience resides
Developing content on the fly for local, national, or global events happening online or offline
Why is employee advocacy important to consider as a key area for organizations and brands? a. Employees are influencers in the field of social media b. Employees are the deciders of what is important for the company, not senior management c. Employees are micro influencers in the arena of internal communication d. Employees embody company culture and values, so are more trusted than official spokespeople
Employees embody company culture and values, so are more trusted than official spokespeople
When you dig deeper into the development of your buyer persona, what type of information do you want to consider? a. Psychographics b. Return on investment c. Advertising results d. Word-of-mouth
Psychographics
Language like _____ can help improve your click through and conversion rates on social media because language makes the call-to-action seem more time sensitive, which can encourage instant action a. "Shop Now" or "Download Now" b. "Learn More" or "Get More Info" c. "Get Yours Free" or "Free Offer" d. "Today Only" or "Ends and Midnight"
"Today Only" or "Ends and Midnight"
How much of the buyer's journey is digital? a. 20% b. 52% c. 90% d. 67%
67%
What is a social media audit? a. A hard look at the data from all your social accounts and the social conversations about your brand and your competitors b. A method to direct your audience in all channels to the best way they can have a conversation with you c. A way to reach your customers and prospects in unprecedented ways, with greater reach and more specific targeting than ever before d. A tool to look for unhappy customers of a competitor and reach out with an offer to help, thus generating leads
A hard look at the data from all your social accounts and the social conversations about your brand and your competitors
An ad for your upcoming webinar on network security should lead people directly to ______ a. A blog post on network security b. Your home page c. A landing page where they can quickly sign up for their webinar d. Your About Us page
A landing page where they can quickly sign up for their webinar
Which of the following is NOT a type of influencer? a. Industry b. Content creator c. Attorney d. Local e. Celebrity
Attorney
The number of leads you generate that actually become paying customers is known as your ______ a. Average conversion rate b. Average lead-to-customer rate c. Average revenue d. Average lifetime value of a customer
Average lead-to-customer rate
How can social media monitoring inform your sales and product teams? a. Your competitors' marketing material can be copied and used for your own product or service b. Your product team can explain to customers exactly why they built that feature a certain way c. Your sales team can listen to their closed/won deals and find great upsell opportunities via social listening d. Customer feedback, whether positive or negative, can help salespeople and product teams better solve for the customer's needs
Customer feedback, whether positive or negative, can help salespeople and product teams better solve for the customer's needs
What's the first step organizations and brands need to take when establishing a social media policy? a. Educate employees on the importance of having a social media policy for all team members within the organization b. Reward the employees who are shining stars and are doing the right things on social media c. Research best case studies for brands that are using social media policies effectively d. Determine what not to do for social media policies for employees
Educate employees on the importance of having a social media policy for all team members within the organization
Which of the following social media best practices will help you create social media ads designed to drive high engagement? a. Limiting your lead generation forms to only the most essential fields b. Experimenting with different types of ad content, like videos or GIFs c. Creating a landing page that's aligned with the messaging and style of your ad d. Using language that your target audience uses
Experimenting with different types of ad content, like videos or GIFs
What did Simon Sinek recommend you do to get people to buy in to your product or ideas? a. Be clear about all the features so that the customer is not confused b. Outline all the steps you're planning on taking to make sure that the product/project meets the customer's needs c. Explain to the customer why they need what you're selling d. Tell them how your product/project has worked for other types of people or companies
Explain to the customer why they need what you're selling
Which of the below statements about social listening is true? a. It gives you the opportunity to measure the performance of your social media b. It can ruin your reputation c. It can help you monetize your services d. It can help you filter messages, so your customer service staff doesn't have to deal with them directly
It gives you the opportunity to measure the performance of your social media
What should you do to secure executive buy-in if you're starting a social media project and don't have a past campaign to use as a benchmark? a. Research the costs of agencies that can do the work b. Consider industry research to back up your plan c. Position your program as an experiment or pilot d. Create a robust PowerPoint with statistics to back up your plan
Position your program as an experiment or pilot
Fill in the blank: A social media policy helps protect your brand by ______, which helps protect the reputation of your organization a. Providing guidelines and best practices for employees b. Sharing a list of ways to gain influence online c. Collecting strategies to create user-generated content d. None of the above
Providing guidelines and best practices for employees
Which KPI is most likely to be a vanity metric? a. Reach b. Engagement c. Return on Investment (ROI) d. Retention and loyalty
Reach
Which one of the below choices is NOT a reason you should be measuring your social media ROI? a. Prove the value of social media within your organization b. Show how social media can impact all departments, ranging beyond Marketing and Sales to HR to Engineering PR c. Show influencers how enticing it would be to work with your company d. Understand and measure brand reputation and gain control of that conversation
Show influencers how enticing it would be to work with your company
What's the difference between social listening and social monitoring? a. Social listening centralizes conversations about your brand so that you can join them, while social monitoring measures reputation from higher-level perspective b. Social listening involves answering and responding to specifically support questions, while social monitoring is for the purpose of marketing intelligence and research c. Social listening can only be done natively within each social media site, whereas social monitoring requires technology to aggregate sentiment from various places d. Social listening is done by your sales team to find new opportunities, while social monitoring is done by your marketing team to learn what competitors are doing
Social listening centralizes conversations about your brand so that you can join them, while social monitoring measures reputation from higher-level perspective
Why do stakeholders matter as you begin to develop your team structure? a. Stakeholders help you plan for the future b. Stakeholder needs may be the same as your needs and their buy-in may help you influence senior leaders c. Stakeholders help you decide if you need to develop a team to help you do social advertising d. Stakeholders help you determine how social media for your company will change in the next year, three years, or five years
Stakeholder needs may be the same as your needs and their buy-in may help you influence senior leaders
When it comes to social listening, how do you know which social networks to start with? a. Start with the social networks your buyer personals use to learn about and interact with brands b. Facebook has over two billion monthly active users, so start there c. Create an account on all of them, and see which ones your audience gravitates towards d. If you haven't started your social presence by now, unfortunately it's too late
Start with social networks your buyer personals use to learn about and interact with brands
Voice refers to: a. The distinct and steady personality or style of your brand b. A particular identity or image that's regarded as an asset to a company c. The moods and attitudes of specific content pieces, which can change depending on the channel, the situation, and the audience d. The set of human characteristics that are attributed to a brand name
The distinct and steady personality or style of your brand
What is NOT an example of a social media crisis? a. Employees going rogue on social media b. A celebrity posting an update that sparks outrage c. A hack into a Twitter account for a major brand d. These are all examples of a social media crisis
These are all examples of a social media crisis
Why are UTM parameters so valuable to your social listening and monitoring program? a. They help my pages load faster via social networks b. They track who initially shared my company's content out on social media c. They allow me to track where traffic is coming from on social media d. They're really just a nice-to-have for big marketing campaigns
They allow me to track where traffic is coming from on social media
Why are animated GIFs useful on social media? a. They can help you capture special metrics b. They can help you demonstrate complex concepts quickly c. They disappear after an hour so that no one will see them again d. People would rather see an animated GIF about a product than watch a video
They can help you demonstrate complex concepts quickly
Why should you trust the influencer and give them creative license? a. They're famous b. They understand their audience and what they want c. They might sabotage your brand if you don't let them do thins their way d. They might enlist their famous friends to help your brand
They understand their audience and what they want
Why do you need to develop a business case for a new social monitoring technology? a. It's an important skill for professionals to be able to analyze and communicate the return on investment expected from their requested budget b. So that after the investment is made, you can go back and see whether it has lived up to expectations c. To clearly outline the expected value gained from a software investment and set the expectation with your manager of how you'll realize that value d. Social monitoring technology is particularly expensive and difficult to determine a return on investment
To clearly outline the expected value gained from a software investment and set the expectation with your manager of how you'll realize that value
Why is content moderation important for user-generated campaigns? a. To copy the content for use on the company website and in other advertising b. To engage the community and reward those who go above and beyond c. To police any incorrect usage of brand logos and assets d. None of the above
To engage the community and reward those who go above and beyond
Why should you start planning the structure of your team by looking at business goals? a. To help you determine what channels and content you'll need and staffing to make it happen b. To know if advertising is a priority so you can allocate enough funds c. To satisfy company stakeholders d. To understand if roadblocks such as lack of time and lack of people are obstacles that you'll need to overcome
To help you determine what channels and content you'll need and staffing to make it happen
Why would you want a service to help you manage and discover influence? a. To help you discover what hashtags are working the best b. To determine which channels are the most important c. To know what type of customer information to regularly monitor d. To identify individuals who have the biggest following and high social clout
To identify individuals who have the biggest following and high social clout
Why is developing community guidelines or "house rules" important? a. To control your audience b. To stop others from being a voice of your brand c. To let your community know how you'll interact and keep civility within your channels d. To convince community users of the importance of engaging with the brand via social media
To let your community know how you'll interact and keep civility within your channels
What is NOT a way that a brand can see financial gain from doing social customer service? a. Increased sales b. Less returns as individuals do more self-service via social media c. Saving money on call center interactions d. Using a social media agency to deliver content to customers
Using a social media agency to deliver content to customers
What is social selling the inbound way? a. When a salesperson sends a direct message to a new follower with an offer or request to go to the company's website b. When a salesperson provides value by offering thoughtful content and answering questions for prospects c. When a salesperson follows all a prospect's social media channels and tags them with a regular product offers d. When a salesperson supplements their social posts with digital advertising
When a salesperson provides value by offering thoughtful content and answering questions for prospects