Semrush Building a Social Listening Program Exam Answers (2024)

Exam Name: Building a Social Listening Program Exam

Exam URL: https://www.semrush.com/academy/exams/building-social-listening-program-exam

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Building a Social Listening Program Exam Answers

What is social listening? (SEMrush)

• Monitoring and analyzing social conversations to learn more about opinions, sentiment, and trends around a brand, its industry, and more
• Listening to podcasts that are distributed through social media
• Eavesdropping on conversations at conferences
• Listening to audio spaces online

What are the benefits of social listening?

• Sentiment
• All the options
• Use quotations when you want to group keywords together and parentheses when you want to search for them exactly as it appears in the parentheses.
• Share of voice

What do you need to know before you select a social listening tool?

• What channels you want to focus on
• What metrics you want the tool to provide
• Budget for a tool or if there will be a future budget
• All the options

How do you complete the responsibility framework?

• Put your team’s name on all of the tasks so you can make sure that there is a name for everything.
• Put your name on all the work so you can make sure things are done correctly.
• Break down who will have responsibility for each task.

Which of these are use cases for brand social listening? Choose three answers.

• Learn more about your audience’s views about you vs your competitors
• Spying on people
• Determine who on the team will need to be trained to complete tasks.
• Learning more about your audience

Which of these are metrics you can analyze with social listening?

• Customer satisfaction/sentiment
• Demographics
• Number of mentions
• Share of voice
• Mention reach
• All the options

Why is it important to have a maintenance process in place and communicated?

• This makes it easier to keep the program on track after it’s launched.
• So you can tell stakeholders that the program is successful
• So you don’t have to do anything else after the program is launched
• Ensures that everyone in the company knows about the program

What does Boolean Search let you do?

• Helps you find more specific keyword mentions with operators and modifiers so you have more efficient search results
• Helps you find mentions with any social media tool
• Lets you find content on Twitter

Why is Boolean Search a consideration when looking at social listening tools? Choose two answers.

• Tools that offer Boolean Search make it possible for you to do more specific searches.
• It shouldn’t be a consideration.
• Boolean Search can make your mention pulls more efficient.

What role should your PR and Comms teams have in your strategy?

• PR and Comms will be able to help you determine topics and potential crisis options to monitor.
• PR and Comms will be more helpful than other departments.
• PR and Comms will take over the full strategy and execution.

What kinds of businesses can use social listening?

• Any business or organization can utilize social listening principles.
• Nonprofits don’t need social listening.
• Social listening should only be used for Fortune 500 brands.

What can you learn about your audience from social listening?

• How they feel about a brand and its competitors
• What problems and pain points they have
• What solutions or features they want
• All the options

What are some of the KPIs you can use to determine success of your social listening strategy? Choose two answers.

• Sentiment
• Share of voice
• SQLs

What is one way to ensure you receive stakeholder buy-in?

• Tell them to trust you.
• Tell them it won’t take a lot of time or budget.
• Showcase that your findings can align with the goals of the company and specific departments.

What do you need to consider when determining which social listening tool is best for you? Choose three answers.

• The features/metrics you want to have
• What will impress your stakeholders
• Available budget
• Tech integration required/wanted

What can happen if you don’t create a social listening program?

• You will miss out on customers who are complaining about you and are threatening to churn.
• You will miss out on opportunities to connect with your audience when they don’t tag you.
• You will only find out about potential crises when they are so big you can’t ignore them.
• All the options

Is social listening just for large brands or can other businesses use it?

• Any business can take action to do social listening.
• Only brands that have accounts on every social media platform should have a program.
• Only large brands can afford a social listening program.

What can you do to build a program if you do not have the budget to use a social listening tool? Choose two answers.

• Use native search abilities on each social media platform you want to monitor.
• You can’t have a program without a budget.
• Create Talkwalker alerts for specific keywords.

Why do you need to have a responsibility doc with a breakdown of program maintenance tasks and their cadence?

• Helps you know who to train and share what specific work needs to be done
• In case there are staffing changes or responsible staff are on vacation
• Makes it clear to stakeholders the level of work needed for the program
• Helps you know who to train and share what specific work needs to be done
• All the options

What can you do to make sure your keywords are the words that your audience uses when they talk about their experience and opinion online? Choose two answers.

• Complete customer interviews.
• Guess and make a list of keywords you would use to talk about your product or service.
• Create preliminary native searches around some potential keywords to see if there are mentions.

How can you determine the severity of your escalation topics? Choose two answers.

• Talk to your social media team to determine if they have had any recent issues. Ask which topics they want to have escalated to them.
• Severity doesn’t matter. Escalate all negative mentions.
• Talk to PR and Comms to see what kinds of crises they have had in the past. Ask which topics they want to have escalated to them.

How do you determine the success of your social listening program? Choose two answers.

• Experiment with your social listening plan and then create goals based on the information you discover.
• Prioritize the main KPIs that leadership will want you to report on.
• Align your OKRs with company and department goals.

When would you use an asterisk in your Boolean Search?

• When you want to search for multiple words by using the asterisk as a wild card
• When you specifically want to search for event keywords
• Whenever you want to do a special search

What’s the difference between using parentheses and quotation marks in Boolean Search?

• Use quotations when you want to group keywords together and parentheses when you want to search for them exactly as it appears in the parentheses.
• Use parentheses when you want to group keywords together and quotation marks when you want to search for them exactly as it appears in the quotations.
• They are interchangeable.

What do you need to consider when you are moving from the planning to the implementation phase of your program?

• Break down the punchlist of all the individual tasks that will need to be done for the execution.
• All the options
• Break down the punchlist of all the individual tasks that will need to be done for the execution.
• Provide a resource folder to all involved members of the team.
• Determine who on the team will need to be trained to complete tasks.
• Create a responsibility chart for the punchlist.
• Determine who on the team will need to be trained to complete tasks.

Building a Social Listening Program with Christina Garnett Exam Overview