Question 1

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 2

How are the products of Harley-Davidson marketed to retail customers worldwide?

Accepted Answer

Products of Harley-Davidson are marketed

Question 3

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 4

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

Accepted Answer

Some of the reasons why customer satisfa

Question 5

Which of the following is true of customers who are regarded as "promoters" based on the net promoter score associated with these customers?

Accepted Answer

A) They spread negative comments about the organization. 
B) They usually defect at higher rates. 
C) They are less price-sensitive and more profitable. 
D) They are not likely to purchase from the organization again. 
A) They spread negative comments about the organization. 
B) They usually defect at higher rates. 
C) They are less price-sensitive and more profitable. 
D) They are not likely to purchase from the organization again.

Question 6

List some of the competitors of Unique Online Furniture,Inc.

Accepted Answer

Unique Online Furniture,Inc fa

Question 7

Complaints allow an organization to learn about product failures and service problems,particularly the gaps between expectations and performance.

Accepted Answer

A) True 
 B)False

Question 8

Customer satisfaction or dissatisfaction takes place during moments of truth.

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

In the context of the dimensions of quality,as suggested by David A.Garvin,reliability is the amount of use one gets from a product before it physically deteriorates.

Accepted Answer

A) True 
 B)False

Question 11

According to the Kano model,which of the following features in a refrigerator is most likely to fall under the category of a delighter?

Accepted Answer

A) Temperature controls 
B) Defrost option that allows to clear the frozen ice 
C) A separate section for vegetables inside the refrigerator 
D) Anti-freeze feature that does not freeze food inside the refrigerator 
A) Temperature controls 
B) Defrost option that allows to clear the frozen ice 
C) A separate section for vegetables inside the refrigerator 
D) Anti-freeze feature that does not freeze food inside the refrigerator

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

Customer relationship management systems help organizations to identify and target their most profitable customers.

Accepted Answer

A) True 
 B)False

Question 14

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

Accepted Answer

Unique Online Furniture,Inc.se

Question 15

Internal customers of an organization are those people who:

Accepted Answer

A) are not a part of the organization but are involved in the supply of the organization's products to the consumers. 
B) are not a part of the organization but sell resources to the organization so that the organization can produce it products 
C) are a part of the organization who provide inputs and help to create outputs for customers. 
D) are the end users of a company's products or services. 
A) are not a part of the organization but are involved in the supply of the organization's products to the consumers. 
B) are not a part of the organization but sell resources to the organization so that the organization can produce it products 
C) are a part of the organization who provide inputs and help to create outputs for customers. 
D) are the end users of a company's products or services.

Question 16

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 17

The Kano Model of customer requirements uses the term "satisfiers" to refer to:

Accepted Answer

A) the basic requirements that are generally not stated by a customer but are assumed as a given. 
B) the aesthetic features of a product that do not add any value to the product. 
C) the requirements that customers expressly say they want in a product. 
D) the new or innovative features in a product that are not expected by customers in a product. 
A) the basic requirements that are generally not stated by a customer but are assumed as a given. 
B) the aesthetic features of a product that do not add any value to the product. 
C) the requirements that customers expressly say they want in a product. 
D) the new or innovative features in a product that are not expected by customers in a product.

Question 18

Customer satisfaction surveys will be effective when the questions included in the survey can provide actionable results.

Accepted Answer

A) True 
 B)False

Question 19

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 20

What is the vision of Harley-Davidson?

Accepted Answer

Customer focus is one of the key areas o

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

How are the products of Harley-Davidson marketed to retail customers worldwide?

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

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

Which of the following is true of customers who are regarded as "promoters" based on the net promoter score associated with these customers?

List some of the competitors of Unique Online Furniture,Inc.

Complaints allow an organization to learn about product failures and service problems,particularly the gaps between expectations and performance.

Customer satisfaction or dissatisfaction takes place during moments of truth.

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

In the context of the dimensions of quality,as suggested by David A.Garvin,reliability is the amount of use one gets from a product before it physically deteriorates.

According to the Kano model,which of the following features in a refrigerator is most likely to fall under the category of a delighter?

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

Customer relationship management systems help organizations to identify and target their most profitable customers.

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

Internal customers of an organization are those people who:

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

The Kano Model of customer requirements uses the term "satisfiers" to refer to:

Customer satisfaction surveys will be effective when the questions included in the survey can provide actionable results.

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

What is the vision of Harley-Davidson?

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

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

How are the products of Harley-Davidson marketed to retail customers worldwide?

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

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

Which of the following is true of customers who are regarded as "promoters" based on the net promoter score associated with these customers?

List some of the competitors of Unique Online Furniture,Inc.

Complaints allow an organization to learn about product failures and service problems,particularly the gaps between expectations and performance.

Customer satisfaction or dissatisfaction takes place during moments of truth.

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

In the context of the dimensions of quality,as suggested by David A.Garvin,reliability is the amount of use one gets from a product before it physically deteriorates.

According to the Kano model,which of the following features in a refrigerator is most likely to fall under the category of a delighter?

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

Customer relationship management systems help organizations to identify and target their most profitable customers.

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

Internal customers of an organization are those people who:

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

The Kano Model of customer requirements uses the term "satisfiers" to refer to:

Customer satisfaction surveys will be effective when the questions included in the survey can provide actionable results.

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

What is the vision of Harley-Davidson?

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