Question 1

If a competitor's product offers the same benefits at a lower price,then the competitor's product provides:

Accepted Answer

A) higher value. 
B) lower quality. 
C) lower value. 
D) higher quality. 
A) higher value. 
B) lower quality. 
C) lower value. 
D) higher quality. A

Question 2

Research identified five principal dimensions that contribute to customer perceptions of service quality.Which of the following is NOT one of them?

Accepted Answer

A) Reliability 
B) Assurance 
C) Fringe benefits 
D) Responsiveness 
A) Reliability 
B) Assurance 
C) Fringe benefits 
D) Responsiveness C

Question 3

Which of the following is NOT TRUE of complaints?

Accepted Answer

A) Organizations involved in customer relationship management train customer contact personnel to deal with complaints. 
B) The objective of customer service is to convert complaints into chargeable service opportunities. 
C) Complaints provide a source of product and process improvement ideas. 
D) The complaint process itself needs to be monitored, evaluated, and improved. 
A) Organizations involved in customer relationship management train customer contact personnel to deal with complaints. 
B) The objective of customer service is to convert complaints into chargeable service opportunities. 
C) Complaints provide a source of product and process improvement ideas. 
D) The complaint process itself needs to be monitored, evaluated, and improved. B

Question 4

_____ allows the company to align its internal processes according to the most important customer expectations or their impact on shareholder value.

Accepted Answer

A) Market value 
B) Segmentation 
C) Penetration strategy 
D) Relation analysis 
A) Market value 
B) Segmentation 
C) Penetration strategy 
D) Relation analysis

Question 5

Failure to identify appropriate quality dimensions has been cited as a common reason why some customer satisfaction schemes fail.

Accepted Answer

A) True 
 B)False

Question 6

Discuss the role of complaint management in customer relationship management.

Accepted Answer

Response should focus on the role of eff

Question 7

Identify the category of the Baldrige criteria that directly relates to focusing on customers.List the examination items associated with this category.Explain the specific management processes that comprise each examination item.

Accepted Answer

As of 2009- 10,the Baldrige category was

Question 8

Describe at least four leading practices of customer-focused organizations.

Accepted Answer

Leading practices at customer focused or

Question 9

Which of the following is NOT TRUE about the American Customer Satisfaction Index?

Accepted Answer

A) It focuses on buyer satisfaction associated with consumer non-durable goods. 
B) It was first conducted in 1994. 
C) It is based on a large national sample of consumers. 
D) It is designed to indicate national trends as well as industry trends. 
A) It focuses on buyer satisfaction associated with consumer non-durable goods. 
B) It was first conducted in 1994. 
C) It is based on a large national sample of consumers. 
D) It is designed to indicate national trends as well as industry trends.

Question 10

Discuss how customer relationship management software may assist a firm in understanding its customer needs and preferences,both present and anticipated.

Accepted Answer

The answer should focus on the capabilit

Question 11

Which of the following is used to organize large number of ideas or facts into natural groupings?

Accepted Answer

A) Process flow chart 
B) Scoring system 
C) Affinity diagram 
D) Likert scale 
A) Process flow chart 
B) Scoring system 
C) Affinity diagram 
D) Likert scale

Question 12

Identifying customer-supplier relationships begins with asking some fundamental questions as mentioned below EXCEPT:

Accepted Answer

A) What goods or services are produced by my work? 
B) Who uses these products and services? 
C) Why do I call, write to, or answer questions for? 
D) Who supplies the inputs to my process? 
A) What goods or services are produced by my work? 
B) Who uses these products and services? 
C) Why do I call, write to, or answer questions for? 
D) Who supplies the inputs to my process?

Question 13

Some of the key approaches to gathering customer information include all of the following EXCEPT:

Accepted Answer

A) direct customer contact. 
B) focus groups. 
C) external consultant information. 
D) monitor the Internet. 
A) direct customer contact. 
B) focus groups. 
C) external consultant information. 
D) monitor the Internet.

Question 14

Measurement of customer engagement through the feedback process helps the organization in all of the following EXCEPT:

Accepted Answer

A) discover customer perceptions of how well the organization is doing in meeting customer needs, and compare performance relative to competitors. 
B) identify market demographics to effectively segment the product market to achieve better results. 
C) identify internal work process that drive satisfaction and loyalty and discover areas for improvement. 
D) track trends to determine whether changes actually result in improvements. 
A) discover customer perceptions of how well the organization is doing in meeting customer needs, and compare performance relative to competitors. 
B) identify market demographics to effectively segment the product market to achieve better results. 
C) identify internal work process that drive satisfaction and loyalty and discover areas for improvement. 
D) track trends to determine whether changes actually result in improvements.

Question 15

Providing a clean service environment (such as a clean auto-repair facility)affects the "tangible" dimension of service quality.

Accepted Answer

A) True 
 B)False

Question 16

Critical to quality (CTQ)characteristics in the Six Sigma methodology cannot be linked to customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is NOT TRUE of the net present value of customers?

Accepted Answer

A) A firm can determine the net value of offering increasing levels of benefits to users. 
B) Profit potential can be measured by the net present value of the customer. 
C) The number of transactions associated with repeat customers cannot be estimated. 
D) Firms can use it to eliminate customers with low or negative values that represent a financial liability. 
A) A firm can determine the net value of offering increasing levels of benefits to users. 
B) Profit potential can be measured by the net present value of the customer. 
C) The number of transactions associated with repeat customers cannot be estimated. 
D) Firms can use it to eliminate customers with low or negative values that represent a financial liability.

Question 18

Identify and discuss the five key dimensions of service quality.Given an example of a service and describe how a customer may define quality along each of these dimensions.

Accepted Answer

Response should elaborate on t

Question 19

Organizations can use the ACSI data to do all of the following EXCEPT:

Accepted Answer

A) predict customer loyalty. 
B) identify potential barriers to entry within markets. 
C) predict return on investments. 
D) pinpoint areas in which customer expectations are not being satisfied. 
A) predict customer loyalty. 
B) identify potential barriers to entry within markets. 
C) predict return on investments. 
D) pinpoint areas in which customer expectations are not being satisfied.

Question 20

_____ refers to a product's primary operating characteristics.

Accepted Answer

A) Performance 
B) Features 
C) Conformance 
D) Aesthetics 
A) Performance 
B) Features 
C) Conformance 
D) Aesthetics

If a competitor's product offers the same benefits at a lower price,then the competitor's product provides:

Research identified five principal dimensions that contribute to customer perceptions of service quality.Which of the following is NOT one of them?

Which of the following is NOT TRUE of complaints?

_____ allows the company to align its internal processes according to the most important customer expectations or their impact on shareholder value.

Failure to identify appropriate quality dimensions has been cited as a common reason why some customer satisfaction schemes fail.

Discuss the role of complaint management in customer relationship management.

Identify the category of the Baldrige criteria that directly relates to focusing on customers.List the examination items associated with this category.Explain the specific management processes that comprise each examination item.

Describe at least four leading practices of customer-focused organizations.

Which of the following is NOT TRUE about the American Customer Satisfaction Index?

Discuss how customer relationship management software may assist a firm in understanding its customer needs and preferences,both present and anticipated.

Which of the following is used to organize large number of ideas or facts into natural groupings?

Identifying customer-supplier relationships begins with asking some fundamental questions as mentioned below EXCEPT:

Some of the key approaches to gathering customer information include all of the following EXCEPT:

Measurement of customer engagement through the feedback process helps the organization in all of the following EXCEPT:

Providing a clean service environment (such as a clean auto-repair facility)affects the "tangible" dimension of service quality.

Critical to quality (CTQ)characteristics in the Six Sigma methodology cannot be linked to customer satisfaction.

Which of the following is NOT TRUE of the net present value of customers?

Identify and discuss the five key dimensions of service quality.Given an example of a service and describe how a customer may define quality along each of these dimensions.

Organizations can use the ACSI data to do all of the following EXCEPT:

_____ refers to a product's primary operating characteristics.

Introduction

Total Quality In Organizations

Philosophies And Frameworks

Strategic Focus For Performance Excellence

High Performance Workforce Management

Process Management

Performance Measurement And Information Management

Leading, building, and Sustaining Performance Excellence

Statistical Thinking And Applications

Six Sigma And Process Improvement

Design For Quality And Product Excellence

Statistical Process Control

Filters

Exam 5: Focusing On Customers

If a competitor's product offers the same benefits at a lower price,then the competitor's product provides:

Research identified five principal dimensions that contribute to customer perceptions of service quality.Which of the following is NOT one of them?

Which of the following is NOT TRUE of complaints?

_____ allows the company to align its internal processes according to the most important customer expectations or their impact on shareholder value.

Failure to identify appropriate quality dimensions has been cited as a common reason why some customer satisfaction schemes fail.

Discuss the role of complaint management in customer relationship management.

Identify the category of the Baldrige criteria that directly relates to focusing on customers.List the examination items associated with this category.Explain the specific management processes that comprise each examination item.

Describe at least four leading practices of customer-focused organizations.

Which of the following is NOT TRUE about the American Customer Satisfaction Index?

Discuss how customer relationship management software may assist a firm in understanding its customer needs and preferences,both present and anticipated.

Which of the following is used to organize large number of ideas or facts into natural groupings?

Identifying customer-supplier relationships begins with asking some fundamental questions as mentioned below EXCEPT:

Some of the key approaches to gathering customer information include all of the following EXCEPT:

Measurement of customer engagement through the feedback process helps the organization in all of the following EXCEPT:

Providing a clean service environment (such as a clean auto-repair facility)affects the "tangible" dimension of service quality.

Critical to quality (CTQ)characteristics in the Six Sigma methodology cannot be linked to customer satisfaction.

Which of the following is NOT TRUE of the net present value of customers?

Identify and discuss the five key dimensions of service quality.Given an example of a service and describe how a customer may define quality along each of these dimensions.

Organizations can use the ACSI data to do all of the following EXCEPT:

_____ refers to a product's primary operating characteristics.

Introduction

Total Quality In Organizations

Philosophies And Frameworks

Strategic Focus For Performance Excellence

High Performance Workforce Management

Process Management

Performance Measurement And Information Management

Leading, building, and Sustaining Performance Excellence

Statistical Thinking And Applications

Six Sigma And Process Improvement

Design For Quality And Product Excellence

Statistical Process Control

Filters