Question 1

The customer loyalty model consists of which of the following components?

Accepted Answer

A)  Business performance 
B)  Global perceptions 
C)  Loyalty behaviors 
D)  All of the above are components of the customer loyalty model 
A)  Business performance 
B)  Global perceptions 
C)  Loyalty behaviors 
D)  All of the above are components of the customer loyalty model D

Question 2

Communication just happens.

Accepted Answer

A) True 
 B)False  False

Question 3

Satisfied customers will not migrate to a competitor.

Accepted Answer

A) True 
 B)False  False

Question 4

It is important to acquire as many customers as an organization is able because customers are not reliable and an organization must always be replacing a lost customer.

Accepted Answer

A) True 
 B)False

Question 5

An organization with a customer focus is:

Accepted Answer

A)  Outward-looking 
B)  Inward-looking 
C)  Established 
D)  Continually improving 
A)  Outward-looking 
B)  Inward-looking 
C)  Established 
D)  Continually improving

Question 6

In a total quality setting, quality is defined by:

Accepted Answer

A)  The employee 
B)  The customer 
C)  The management 
D)  The organization 
A)  The employee 
B)  The customer 
C)  The management 
D)  The organization

Question 7

Which of the following mechanisms can help improve communication?

Accepted Answer

A)  An internal customer 
B)  Self-managed and cross-departmental teams 
C)  Organization employees 
D)  External customers 
A)  An internal customer 
B)  Self-managed and cross-departmental teams 
C)  Organization employees 
D)  External customers

Question 8

The best way to generate customer loyalty is to provide customers with:

Accepted Answer

A)  Rebates 
B)  Discounts 
C)  Superior value 
D)  Uninhibited access 
A)  Rebates 
B)  Discounts 
C)  Superior value 
D)  Uninhibited access

Question 9

The customer in a total quality setting defines quality.

Accepted Answer

A) True 
 B)False

Question 10

Meeting customer specifications does not produce customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 11

Quality Function Deployment is a model for incorporating customer input and feedback into product development.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following statements are true concerning communication with customers?

Accepted Answer

A)  Must extend only to internal customers. 
B)  Is never misunderstood. 
C)  Is essential in a competitive marketplace 
D)  Is not necessary in a small town 
A)  Must extend only to internal customers. 
B)  Is never misunderstood. 
C)  Is essential in a competitive marketplace 
D)  Is not necessary in a small town

The customer loyalty model consists of which of the following components?

Communication just happens.

Satisfied customers will not migrate to a competitor.

It is important to acquire as many customers as an organization is able because customers are not reliable and an organization must always be replacing a lost customer.

An organization with a customer focus is:

In a total quality setting, quality is defined by:

Which of the following mechanisms can help improve communication?

The best way to generate customer loyalty is to provide customers with:

The customer in a total quality setting defines quality.

Meeting customer specifications does not produce customer satisfaction.

Quality Function Deployment is a model for incorporating customer input and feedback into product development.

Which of the following statements are true concerning communication with customers?

The Total Quality Approach to Quality Management

Quality and Global Competitiveness

Strategic Management: Planning and Execution for Competitive Advantage

Quality Management, Ethics, and Corporate Social Responsibility

Partnering and Strategic Alliances

Quality Culture: Changing Hearts, Minds, and Attitudes

Employee Empowerment

Leadership and Change

Team Building and Teamwork

Effective Communication

Education and Training

Overcoming Politics, Negativity, and Conflict in the Workplace

Iso 9000 and Total Quality: the Relationship

Overview of Total Quality Tools

Problem Solving and Decision Making

Quality Function Deployment

Optimizing and Controlling Processes Through Statistical Process Control

Continual Improvement Methods With Six Sigma, Lean, Lean Six Sigma, and More

Benchmarking

Just-In-Timelean Manufacturing Jitlean

Implementing Total Quality Management

Filters

Exam 7: Customer Satisfaction, Retention, and Loyalty

The customer loyalty model consists of which of the following components?

Communication just happens.

Satisfied customers will not migrate to a competitor.

It is important to acquire as many customers as an organization is able because customers are not reliable and an organization must always be replacing a lost customer.

An organization with a customer focus is:

In a total quality setting, quality is defined by:

Which of the following mechanisms can help improve communication?

The best way to generate customer loyalty is to provide customers with:

The customer in a total quality setting defines quality.

Meeting customer specifications does not produce customer satisfaction.

Quality Function Deployment is a model for incorporating customer input and feedback into product development.

Which of the following statements are true concerning communication with customers?

The Total Quality Approach to Quality Management

Quality and Global Competitiveness

Strategic Management: Planning and Execution for Competitive Advantage

Quality Management, Ethics, and Corporate Social Responsibility

Partnering and Strategic Alliances

Quality Culture: Changing Hearts, Minds, and Attitudes

Employee Empowerment

Leadership and Change

Team Building and Teamwork

Effective Communication

Education and Training

Overcoming Politics, Negativity, and Conflict in the Workplace

Iso 9000 and Total Quality: the Relationship

Overview of Total Quality Tools

Problem Solving and Decision Making

Quality Function Deployment

Optimizing and Controlling Processes Through Statistical Process Control

Continual Improvement Methods With Six Sigma, Lean, Lean Six Sigma, and More

Benchmarking

Just-In-Timelean Manufacturing Jitlean

Implementing Total Quality Management

Filters