Question 1

Sellers that provide the greatest CPV at the time of the purchasing decision always win the sale.

Accepted Answer

A) True 
 B)False

Question 2

Surveys are a more effective means of gathering customer information than are focus groups.

Accepted Answer

A) True 
 B)False

Question 3

Benefits of customer-supplier partnerships include all of the following EXCEPT:

Accepted Answer

A) access to technology or distribution channels not available internally. 
B) shared risks in new investments and product development. 
C) improved products through early design recommendations based on supplier capabilities. 
D) increased operations costs through better communications. 
A) access to technology or distribution channels not available internally. 
B) shared risks in new investments and product development. 
C) improved products through early design recommendations based on supplier capabilities. 
D) increased operations costs through better communications.

Question 4

Which of the following statements is NOT TRUE of designing customer satisfaction surveys?

Accepted Answer

A) The first step in developing a customer satisfaction survey is to determine its purpose. 
B) Customer satisfaction measurement should not be confined to external customers. 
C) Independent third-party organizations often have more credibility to respondents and can ensure objectivity in the results. 
D) Telephone interviews are the most common means of measuring customer satisfaction. 
A) The first step in developing a customer satisfaction survey is to determine its purpose. 
B) Customer satisfaction measurement should not be confined to external customers. 
C) Independent third-party organizations often have more credibility to respondents and can ensure objectivity in the results. 
D) Telephone interviews are the most common means of measuring customer satisfaction.

Question 5

The Kano classification scheme segments customer requirements into:

Accepted Answer

A) responders, non-responders, and no opinions. 
B) internalists, externalists, and quasi-receptors. 
C) dissatisfiers, satisfiers, and exciters. 
D) non-necessities, necessities, and luxuries. 
A) responders, non-responders, and no opinions. 
B) internalists, externalists, and quasi-receptors. 
C) dissatisfiers, satisfiers, and exciters. 
D) non-necessities, necessities, and luxuries.

Question 6

Which of the following is a critical question to ask when developing a customer satisfaction measurement program?

Accepted Answer

A) What is the cost of the program? 
B) Who is the customer? 
C) Why is the program needed? 
D) Which level of management has responsibility for the program? 
A) What is the cost of the program? 
B) Who is the customer? 
C) Why is the program needed? 
D) Which level of management has responsibility for the program?

Question 7

Leading customer-oriented practices of successful companies include all of the following EXCEPT:

Accepted Answer

A) recognize that all customers should to be treated in the same manner. 
B) understand the linkages between customer needs and business processes. 
C) make commitments to customers that build trust and confidence. 
D) compare customer satisfaction results to those of their competitors. 
A) recognize that all customers should to be treated in the same manner. 
B) understand the linkages between customer needs and business processes. 
C) make commitments to customers that build trust and confidence. 
D) compare customer satisfaction results to those of their competitors.

Question 8

Customer-contact employees are employees who experience "moments of truth" with the customer.

Accepted Answer

A) True 
 B)False

Question 9

Employees' ability to convey trust and confidence pertains to which service quality dimension?

Accepted Answer

A) Empathy 
B) Responsiveness 
C) Assurance 
D) Reliability 
A) Empathy 
B) Responsiveness 
C) Assurance 
D) Reliability

Question 10

Questions in a satisfaction survey must be properly designed in order to:

Accepted Answer

A) be short. 
B) cover all facets of the market. 
C) achieve actionable results. 
D) address more than one issue per question. 
A) be short. 
B) cover all facets of the market. 
C) achieve actionable results. 
D) address more than one issue per question.

Question 11

The easiest way to identify customers is to think in terms of:

Accepted Answer

A) communication channels. 
B) service-delivery models. 
C) customer-supplier relationships. 
D) stakeholders in the service delivery system. 
A) communication channels. 
B) service-delivery models. 
C) customer-supplier relationships. 
D) stakeholders in the service delivery system.

Question 12

Customer-focused organizations consider complaints as:

Accepted Answer

A) outcomes of public relations failure. 
B) opportunities for improvement. 
C) a symptom of systemic defects. 
D) the rationale for customer service. 
A) outcomes of public relations failure. 
B) opportunities for improvement. 
C) a symptom of systemic defects. 
D) the rationale for customer service.

Question 13

_____ are measurable performance levels or expectations that define the quality of customer contact with representatives of an organization.

Accepted Answer

A) Attitude scales 
B) Behaviorally Anchored Rating Scales 
C) Customer experience indexes 
D) Customer contact requirement 
A) Attitude scales 
B) Behaviorally Anchored Rating Scales 
C) Customer experience indexes 
D) Customer contact requirement

Question 14

The _____ includes the physical product and its quality dimensions,presale support,and post-sale support.

Accepted Answer

A) customer engagement 
B) customer benefit package 
C) organizational support 
D) total quality package 
A) customer engagement 
B) customer benefit package 
C) organizational support 
D) total quality package

Question 15

Leading practices of customer focused organizations include all of the following EXCEPT:

Accepted Answer

A) defining and segmenting customer groups 
B) having effective complaint management processes 
C) ensuring that every contact with a customer results in a sale 
D) employing systematic processes for listening to customers 
A) defining and segmenting customer groups 
B) having effective complaint management processes 
C) ensuring that every contact with a customer results in a sale 
D) employing systematic processes for listening to customers

Question 16

The first step in designing a customer satisfaction survey is to determine the necessary sample size.

Accepted Answer

A) True 
 B)False

Question 17

"Moments of truth" are instances when:

Accepted Answer

A) new products are launched. 
B) a firm is audited. 
C) a customer comes into contact with an employee. 
D) a new competitor enters the market with higher quality. 
A) new products are launched. 
B) a firm is audited. 
C) a customer comes into contact with an employee. 
D) a new competitor enters the market with higher quality.

Sellers that provide the greatest CPV at the time of the purchasing decision always win the sale.

Surveys are a more effective means of gathering customer information than are focus groups.

Benefits of customer-supplier partnerships include all of the following EXCEPT:

Which of the following statements is NOT TRUE of designing customer satisfaction surveys?

The Kano classification scheme segments customer requirements into:

Which of the following is a critical question to ask when developing a customer satisfaction measurement program?

Leading customer-oriented practices of successful companies include all of the following EXCEPT:

Customer-contact employees are employees who experience "moments of truth" with the customer.

Employees' ability to convey trust and confidence pertains to which service quality dimension?

Questions in a satisfaction survey must be properly designed in order to:

The easiest way to identify customers is to think in terms of:

Customer-focused organizations consider complaints as:

_____ are measurable performance levels or expectations that define the quality of customer contact with representatives of an organization.

The _____ includes the physical product and its quality dimensions,presale support,and post-sale support.

Leading practices of customer focused organizations include all of the following EXCEPT:

The first step in designing a customer satisfaction survey is to determine the necessary sample size.

"Moments of truth" are instances when:

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

Sellers that provide the greatest CPV at the time of the purchasing decision always win the sale.

Surveys are a more effective means of gathering customer information than are focus groups.

Benefits of customer-supplier partnerships include all of the following EXCEPT:

Which of the following statements is NOT TRUE of designing customer satisfaction surveys?

The Kano classification scheme segments customer requirements into:

Which of the following is a critical question to ask when developing a customer satisfaction measurement program?

Leading customer-oriented practices of successful companies include all of the following EXCEPT:

Customer-contact employees are employees who experience "moments of truth" with the customer.

Employees' ability to convey trust and confidence pertains to which service quality dimension?

Questions in a satisfaction survey must be properly designed in order to:

The easiest way to identify customers is to think in terms of:

Customer-focused organizations consider complaints as:

_____ are measurable performance levels or expectations that define the quality of customer contact with representatives of an organization.

The _____ includes the physical product and its quality dimensions,presale support,and post-sale support.

Leading practices of customer focused organizations include all of the following EXCEPT:

The first step in designing a customer satisfaction survey is to determine the necessary sample size.

"Moments of truth" are instances when:

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