Quiz on Social Media Reputation & Crisis Management

Section 1: Multiple Choice (Choose the Best Answer)

1. What’s the BEST way to respond to a negative comment on your brand’s post?
   A. Ignore it
   B. Delete it
   C. Argue with the person
   D. Respond calmly, show empathy, and offer a solution
   ✅ Correct Answer: D

2. Why should you avoid arguing with someone in public comments?
   A. You might get banned
   B. It makes you look defensive and unprofessional
   C. It reduces your followers
   D. It deletes the comment automatically
   ✅ Correct Answer: B

3. Which of these is NOT a part of a crisis communication strategy?
   A. Panic posting immediately
   B. Acknowledge the issue
   C. Be transparent
   D. Provide updates until it’s resolved
   ✅ Correct Answer: A

4. Which tool helps you track brand mentions across blogs, forums, and social media?
   A. Canva
   B. Google Docs
   C. Brand24
   D. ChatGPT
   ✅ Correct Answer: C

5. What does Sprout Social NOT do?
   A. Schedule posts
   B. Provide crisis loans
   C. Monitor social activity
   D. Engage with DMs and comments
   ✅ Correct Answer: B

Section 2: True or False

6. It’s okay to move a complaint conversation to private DMs.
   ✅ Answer: True

7. You should only respond to good reviews, not negative ones.
   ❌ Answer: False

8. Posting regularly and engaging with fans helps build a strong online reputation.
   ✅ Answer: True

9. You should never acknowledge a crisis publicly.
   ❌ Answer: False

Section 3: Short Answer / Critical Thinking

10. What is one smart thing to include in a crisis communication plan before an actual crisis happens?
    ✍️ Sample Answer: Pre-written message templates for different scenarios (e.g., product delay, service outage).

11. Name one benefit of using a social listening tool like Brand24.
    ✍️ Sample Answer: It helps you catch negative mentions early and monitor sentiment about your brand.

12. In one sentence, how can a brand turn a bad comment into a positive opportunity?
    ✍️ Sample Answer: By replying kindly, showing understanding, and offering a helpful solution, a brand can turn a critic into a fan.

13. Mind Question: What would YOU say if someone left a negative review on your brand’s page right now?
    ✍️ Open-ended - Encourage students to write empathetic, respectful, and helpful replies.