Question 1

Dissatisfied individual and business customers seldom complain to the organization about the problems.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is true of consumers of an organization?

Accepted Answer

A) The retail outlets which sell the products of an organization are considered the consumers of that organization. 
B) The consumers of an organization receive inputs and produce outputs for other customers the organization. 
C) The consumers of an organization are a part of one of the various departments or processes of the organization. 
D) The consumers of an organization are the ultimate purchasers and users of the organization's products. 
A) The retail outlets which sell the products of an organization are considered the consumers of that organization. 
B) The consumers of an organization receive inputs and produce outputs for other customers the organization. 
C) The consumers of an organization are a part of one of the various departments or processes of the organization. 
D) The consumers of an organization are the ultimate purchasers and users of the organization's products.

Question 3

How does Unique Online Furniture,Inc.provide personal attention to its individual customers?

Accepted Answer

Unique Online Furniture,Inc.provides a v

Question 4

According to the Kano Model,the basic requirements that customers expect in a product and which are generally not stated by customers but assumed as given,fall into the category of _____.

Accepted Answer

A) dissatisfiers 
B) exciters 
C) satisfiers 
D) delighters 
A) dissatisfiers 
B) exciters 
C) satisfiers 
D) delighters

Question 5

What are customer contact requirements? Why is it important for organizations to train and develop customer contact employees?

Accepted Answer

Customer contact requirements are measur

Question 6

Which of the following is used by organizations to measure customer response by allowing them to express their degree of opinion?

Accepted Answer

A) Histogram 
B) Likert Scale 
C) R-chart 
D) Cause-and-effect diagram 
A) Histogram 
B) Likert Scale 
C) R-chart 
D) Cause-and-effect diagram

Question 7

Loyal customers are most likely to be dissatisfied when problems are not resolved after complaining to the organization.

Accepted Answer

A) True 
 B)False

Question 8

The term "voice of the customer" refers to:

Accepted Answer

A) the performance levels or expectations that define the quality of customer contact with an organization. 
B) the customer requirements as expressed in the customer's own terms. 
C) the involvement of customers in the development of new products. 
D) customers' investment or commitment to a brand or a product. 
A) the performance levels or expectations that define the quality of customer contact with an organization. 
B) the customer requirements as expressed in the customer's own terms. 
C) the involvement of customers in the development of new products. 
D) customers' investment or commitment to a brand or a product.

Question 9

List some of the products sold by Unique Online Furniture,Inc.

Accepted Answer

Unique Online Furniture,Inc.se

Question 10

Loyal customers are less costly to do business with compared to other customers.

Accepted Answer

A) True 
 B)False

Question 11

The needs and expectations of external customers are different from those of consumers.

Accepted Answer

A) True 
 B)False

Question 12

How does Harley-Davidson define its customer segments for heavyweight (651+ cc)motorcycles?

Accepted Answer

Harley defines its customer segments for

Question 13

Customer -supplier partnerships help organizations to improve products through early design recommendations and also reduce operations costs through better communications.

Accepted Answer

A) True 
 B)False

Question 14

Most women in the township of Adington prefer to visit Sharon's Hair Salon because of the attractive interiors,well-designed equipment,and neatly dressed employees.Which of the following dimensions is influencing customer perceptions of quality in the above scenario?

Accepted Answer

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

Question 15

The net promoter score is the difference in the percentage of promoters and detractors.

Accepted Answer

A) True 
 B)False

Question 16

Where are Harley-Davidson's Complete Knock Down assembly plants built?

Accepted Answer

A) Germany and India 
B) Brazil and India 
C) Germany and France 
D) France and Brazil 
A) Germany and India 
B) Brazil and India 
C) Germany and France 
D) France and Brazil

Question 17

What are the various products and services offered by Harley-Davidson?

Accepted Answer

Harley-Davidson,Inc is well-known for it

Question 18

The "conformance" dimension of a service depends on the ability of the service provider to provide what was promised to the customers,dependably and accurately.

Accepted Answer

A) True 
 B)False

Question 19

Affinity diagrams help firms to efficiently organize large volumes of information and identify natural patterns or groupings in the information.

Accepted Answer

A) True 
 B)False

Question 20

What is Harley-Davidson,Inc.famous for?

Accepted Answer

Harley-Davidson,Inc is well-known for it

Dissatisfied individual and business customers seldom complain to the organization about the problems.

Which of the following is true of consumers of an organization?

How does Unique Online Furniture,Inc.provide personal attention to its individual customers?

According to the Kano Model,the basic requirements that customers expect in a product and which are generally not stated by customers but assumed as given,fall into the category of _____.

What are customer contact requirements? Why is it important for organizations to train and develop customer contact employees?

Which of the following is used by organizations to measure customer response by allowing them to express their degree of opinion?

Loyal customers are most likely to be dissatisfied when problems are not resolved after complaining to the organization.

The term "voice of the customer" refers to:

List some of the products sold by Unique Online Furniture,Inc.

Loyal customers are less costly to do business with compared to other customers.

The needs and expectations of external customers are different from those of consumers.

How does Harley-Davidson define its customer segments for heavyweight (651+ cc)motorcycles?

Customer -supplier partnerships help organizations to improve products through early design recommendations and also reduce operations costs through better communications.

Most women in the township of Adington prefer to visit Sharon's Hair Salon because of the attractive interiors,well-designed equipment,and neatly dressed employees.Which of the following dimensions is influencing customer perceptions of quality in the above scenario?

The net promoter score is the difference in the percentage of promoters and detractors.

Where are Harley-Davidson's Complete Knock Down assembly plants built?

What are the various products and services offered by Harley-Davidson?

The "conformance" dimension of a service depends on the ability of the service provider to provide what was promised to the customers,dependably and accurately.

Affinity diagrams help firms to efficiently organize large volumes of information and identify natural patterns or groupings in the information.

What is Harley-Davidson,Inc.famous for?

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

Dissatisfied individual and business customers seldom complain to the organization about the problems.

Which of the following is true of consumers of an organization?

How does Unique Online Furniture,Inc.provide personal attention to its individual customers?

According to the Kano Model,the basic requirements that customers expect in a product and which are generally not stated by customers but assumed as given,fall into the category of _____.

What are customer contact requirements? Why is it important for organizations to train and develop customer contact employees?

Which of the following is used by organizations to measure customer response by allowing them to express their degree of opinion?

Loyal customers are most likely to be dissatisfied when problems are not resolved after complaining to the organization.

The term "voice of the customer" refers to:

List some of the products sold by Unique Online Furniture,Inc.

Loyal customers are less costly to do business with compared to other customers.

The needs and expectations of external customers are different from those of consumers.

How does Harley-Davidson define its customer segments for heavyweight (651+ cc)motorcycles?

Customer -supplier partnerships help organizations to improve products through early design recommendations and also reduce operations costs through better communications.

Most women in the township of Adington prefer to visit Sharon's Hair Salon because of the attractive interiors,well-designed equipment,and neatly dressed employees.Which of the following dimensions is influencing customer perceptions of quality in the above scenario?

The net promoter score is the difference in the percentage of promoters and detractors.

Where are Harley-Davidson's Complete Knock Down assembly plants built?

What are the various products and services offered by Harley-Davidson?

The "conformance" dimension of a service depends on the ability of the service provider to provide what was promised to the customers,dependably and accurately.

Affinity diagrams help firms to efficiently organize large volumes of information and identify natural patterns or groupings in the information.

What is Harley-Davidson,Inc.famous for?

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