Question 1

What is the result of Unique Online Furniture,Inc.'s customer-focused approaches?

Accepted Answer

Unique Online Furniture,Inc.through thei

Question 2

Which of the following is true of the American Customer Satisfaction Index?

Accepted Answer

A) It is not effective in quantifying the value that customers place on products. 
B) It evaluates only the goods and services produced by the domestic firms. 
C) It is based on customer evaluations of the quality of goods and services. 
D) It is updated on a rolling basis once a year by measuring all the sectors of the economy. 
A) It is not effective in quantifying the value that customers place on products. 
B) It evaluates only the goods and services produced by the domestic firms. 
C) It is based on customer evaluations of the quality of goods and services. 
D) It is updated on a rolling basis once a year by measuring all the sectors of the economy.

Question 3

Which of the following survey instruments is most likely to be effective in generating a significant amount of qualitative information from the customers?

Accepted Answer

A) Mail surveys 
B) Online surveys 
C) Focus groups 
D) Telephone interviews 
A) Mail surveys 
B) Online surveys 
C) Focus groups 
D) Telephone interviews

Question 4

What are the various ways in which Harley-Davidson builds its competitive advantage?

Accepted Answer

Harley-Davidson builds its competitive a

Question 5

Maple Products is a manufacturer of electronic goods that markets its products in several countries across the world.The company makes sure that the spare parts of the products are available in all their markets and also ensures that the technical personnel in their retail outlets are adequately trained to repair their products.In the context of the dimensions of quality,as suggested by David A.Garvin,the efforts taken by the company will enhance the _____ dimension of its product quality.

Accepted Answer

A) durability 
B) reliability 
C) conformance 
D) serviceability 
A) durability 
B) reliability 
C) conformance 
D) serviceability

Question 6

Which of the following is a reason why organizations measure customer engagement and satisfaction?

Accepted Answer

A) It helps them in determining their financial requirements and the required value of the cash reserve ratio. 
B) It helps them to segment markets based on demographic characteristics of the customers. 
C) It helps them to discover customer perceptions of how well the organization is doing in meeting customer needs. 
D) It helps them in determining their human resource requirements. 
A) It helps them in determining their financial requirements and the required value of the cash reserve ratio. 
B) It helps them to segment markets based on demographic characteristics of the customers. 
C) It helps them to discover customer perceptions of how well the organization is doing in meeting customer needs. 
D) It helps them in determining their human resource requirements.

Question 7

Customer-focused organizations consider complaints as opportunities for improvement as:

Accepted Answer

A) it allows them to test the aptitude and efficiency of their employees in handling customer complaints. 
B) it allows them to reduce the cost of research and development because they come to know about potential features through customers. 
C) effectively resolving complaints increases customer loyalty and retention. 
D) it helps employees understand what it feels like to be a customer. 
A) it allows them to test the aptitude and efficiency of their employees in handling customer complaints. 
B) it allows them to reduce the cost of research and development because they come to know about potential features through customers. 
C) effectively resolving complaints increases customer loyalty and retention. 
D) it helps employees understand what it feels like to be a customer.

Question 8

According to the gap model,the term "_____" refers to the needs and requirements of a customer.

Accepted Answer

A) actual quality 
B) delighters 
C) expected quality 
D) exciters 
A) actual quality 
B) delighters 
C) expected quality 
D) exciters

Question 9

According to the gap model,the term "_____" refers to the outcome of the production process and what is delivered to the customer.

Accepted Answer

A) expected quality 
B) delighter 
C) satisfier 
D) actual quality 
A) expected quality 
B) delighter 
C) satisfier 
D) actual quality

Question 10

According to Juran,the customers who fall under the category of "useful many" typically need only standardized attention as a group.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is an advantage offered by customer-supplier partnerships to businesses?

Accepted Answer

A) It helps organizations in selecting their customer contact employees and training and empowering them to meet and exceed customer expectations. 
B) It helps organizations to build and maintain a work environment conducive to the well-being and growth of all employees by paying attention to their issues. 
C) It allows organizations to share the risks in new product development and improve products through early design recommendations. 
D) It allows organizations to effectively respond to customers' complaints by systematically collecting and analyzing complaint data and using it for improvements. 
A) It helps organizations in selecting their customer contact employees and training and empowering them to meet and exceed customer expectations. 
B) It helps organizations to build and maintain a work environment conducive to the well-being and growth of all employees by paying attention to their issues. 
C) It allows organizations to share the risks in new product development and improve products through early design recommendations. 
D) It allows organizations to effectively respond to customers' complaints by systematically collecting and analyzing complaint data and using it for improvements.

Question 12

Why do organizations engage in customer segmentation? What are the different approaches that can be used for customer segmentation?

Accepted Answer

Customers generally have different requi

Question 13

List some of the reasons why customer satisfaction efforts fail to produce useful results.

Accepted Answer

Some of the reasons why customer satisfa

Question 14

The internal customers of a company are those people who ultimately purchase and use the company's products.

Accepted Answer

A) True 
 B)False

Question 15

In the case of a customer satisfaction survey,face-to-face interviews tend to generate more qualitative data than formal written surveys.

Accepted Answer

A) True 
 B)False

Question 16

Discuss the Harley Owners Group concept established by Harley-Davidson.

Accepted Answer

In 1983 Harley-Davidson established the

Question 17

Which of the following is most likely to be true of a customer-focused organization?

Accepted Answer

A) They make it easy for the customers to conduct business. 
B) They do not encourage customer complaints as it will affect their brand image. 
C) They are less keen on engaging in a face-to-face conversation with the customers. 
D) They do not provide explicit guarantees and warranties to the customers. 
A) They make it easy for the customers to conduct business. 
B) They do not encourage customer complaints as it will affect their brand image. 
C) They are less keen on engaging in a face-to-face conversation with the customers. 
D) They do not provide explicit guarantees and warranties to the customers.

Question 18

Explain the "Creativity Model" established by Harley-Davidson.

Accepted Answer

In 2010,Harley-Davidson established what

Question 19

The final task in designing a customer satisfaction survey is to:

Accepted Answer

A) design the reporting format and the data entry methods. 
B) select the appropriate survey instrument. 
C) define the sample frame, or target group from which the sample is chosen. 
D) select the questions to be included in the survey. 
A) design the reporting format and the data entry methods. 
B) select the appropriate survey instrument. 
C) define the sample frame, or target group from which the sample is chosen. 
D) select the questions to be included in the survey.

Question 20

While designing a customer satisfaction survey,organizations should use:

Accepted Answer

A) compound questions. 
B) questions with double negatives. 
C) leading questions. 
D) questions that address only one issue or idea. 
A) compound questions. 
B) questions with double negatives. 
C) leading questions. 
D) questions that address only one issue or idea.

What is the result of Unique Online Furniture,Inc.'s customer-focused approaches?

Which of the following is true of the American Customer Satisfaction Index?

Which of the following survey instruments is most likely to be effective in generating a significant amount of qualitative information from the customers?

What are the various ways in which Harley-Davidson builds its competitive advantage?

Which of the following is a reason why organizations measure customer engagement and satisfaction?

Customer-focused organizations consider complaints as opportunities for improvement as:

According to the gap model,the term "_____" refers to the needs and requirements of a customer.

According to the gap model,the term "_____" refers to the outcome of the production process and what is delivered to the customer.

According to Juran,the customers who fall under the category of "useful many" typically need only standardized attention as a group.

Which of the following is an advantage offered by customer-supplier partnerships to businesses?

Why do organizations engage in customer segmentation? What are the different approaches that can be used for customer segmentation?

List some of the reasons why customer satisfaction efforts fail to produce useful results.

The internal customers of a company are those people who ultimately purchase and use the company's products.

In the case of a customer satisfaction survey,face-to-face interviews tend to generate more qualitative data than formal written surveys.

Discuss the Harley Owners Group concept established by Harley-Davidson.

Which of the following is most likely to be true of a customer-focused organization?

Explain the "Creativity Model" established by Harley-Davidson.

The final task in designing a customer satisfaction survey is to:

While designing a customer satisfaction survey,organizations should use:

Introduction to Quality

Foundations of Quality Management

Workforce Focus

Process Focus

Statistical Methods in Quality Management

Design for Quality and Product Excellence

Measuring and Controlling Quality

Process Improvement and Six Sigma

The Baldrige Framework for Performance Excellence

Strategy and Performance Excellence

Measurement and Knowledge Management for Performance Excellence

Leadership for Performance Excellence

Building and Sustaining Quality and Performance Excellence

Filters

Exam 3: Customer Focus

What is the result of Unique Online Furniture,Inc.'s customer-focused approaches?

Which of the following is true of the American Customer Satisfaction Index?

Which of the following survey instruments is most likely to be effective in generating a significant amount of qualitative information from the customers?

What are the various ways in which Harley-Davidson builds its competitive advantage?

Which of the following is a reason why organizations measure customer engagement and satisfaction?

Customer-focused organizations consider complaints as opportunities for improvement as:

According to the gap model,the term "_____" refers to the needs and requirements of a customer.

According to the gap model,the term "_____" refers to the outcome of the production process and what is delivered to the customer.

According to Juran,the customers who fall under the category of "useful many" typically need only standardized attention as a group.

Which of the following is an advantage offered by customer-supplier partnerships to businesses?

Why do organizations engage in customer segmentation? What are the different approaches that can be used for customer segmentation?

List some of the reasons why customer satisfaction efforts fail to produce useful results.

The internal customers of a company are those people who ultimately purchase and use the company's products.

In the case of a customer satisfaction survey,face-to-face interviews tend to generate more qualitative data than formal written surveys.

Discuss the Harley Owners Group concept established by Harley-Davidson.

Which of the following is most likely to be true of a customer-focused organization?

Explain the "Creativity Model" established by Harley-Davidson.

The final task in designing a customer satisfaction survey is to:

While designing a customer satisfaction survey,organizations should use:

Introduction to Quality

Foundations of Quality Management

Workforce Focus

Process Focus

Statistical Methods in Quality Management

Design for Quality and Product Excellence

Measuring and Controlling Quality

Process Improvement and Six Sigma

The Baldrige Framework for Performance Excellence

Strategy and Performance Excellence

Measurement and Knowledge Management for Performance Excellence

Leadership for Performance Excellence

Building and Sustaining Quality and Performance Excellence

Filters