Question 1

The ASQ Quality Glossary defines customer _____ as"the result of delivering a product or service that meets customer requirements."

Accepted Answer

A) engagement 
B) satisfaction 
C) enrichment 
D) loyalty

Question 2

List some of the steps taken by Harley-Davidson to attract customers.

Accepted Answer

The answer of List some of the steps taken by...

Question 3

Customer satisfaction and engagement measurement allows an organization to identify causes of dissatisfaction and failed expectations as well as drivers of delight to understand the reasons why customers are loyal or not loyal to the company.

Accepted Answer

A) True 
 B)False

Question 4

Customers who are merely satisfied may often purchase from competitors because of convenience,promotions,or other factors.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is true of the "customer perceived value" measurement used by organizations to measure customer satisfaction?

Accepted Answer

A) It measures how customers assess benefits of the product against costs in making purchase decisions. 
B) It measures customer satisfaction based on the likelihood of customers recommending the product to other customers. 
C) It focuses more on customer satisfaction than on customer loyalty. 
D) It takes into consideration only existing customers and not potential buyers.

Question 6

What are the key customer requirements identified by Unique Online Furniture,Inc.?

Accepted Answer

The answer of What are the key customer requirements identified...

Question 7

Customer-focused organizations empower their front-line people to do whatever is necessary to satisfy a customer.

Accepted Answer

A) True 
 B)False

Question 8

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 9

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 requirements that customers expressly say they want in a product. 
C) the aesthetic features of a product that do not add any value to the product. 
D) the new or innovative features in a product that are not expected by customers in a product.

Question 10

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

Accepted Answer

The answer of How are the products of Harley-Davidson marketed...

Question 11

The net present value of a customer is:

Accepted Answer

A) a measure of how customers assess the benefits of a product in making purchase decisions. 
B) a measure of the likelihood that satisfied customers will recommend the product to other customers. 
C) the total profits (revenues associated with a customer minus the expenses needed to serve a customer) discounted over time. 
D) the total value of the benefits offered by a customer in a customer-supplier partnership.

Question 12

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.

Question 13

Which of the following is the first step in developing a customer satisfaction survey?

Accepted Answer

A) Selecting the appropriate survey instrument 
B) Designing the survey 
C) Determining the purpose of the survey 
D) Selecting the group or individuals who will conduct the survey

Question 14

Affinity diagram is a tool that can be used by organizations to:

Accepted Answer

A) measure the response of customers by allowing them to express their degree of satisfaction on a five-point scale. 
B) streamline their communication process with the customers. 
C) gather and organize a large number of ideas or facts. 
D) train their employees on service recovery.

Question 15

The customer satisfaction measurement of "customer perceived value" focuses more on loyalty than on customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 16

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

Accepted Answer

The answer of List some of the competitors of Unique...

Question 17

The term "customer engagement" refers to:

Accepted Answer

A) customers' involvement in the early design and improvement of products. 
B) customers' investment in or commitment to a brand and product offerings. 
C) the expectations that define the quality of customer contact with an organization. 
D) the strategic alliances of organizations with customers who share common values.

Question 18

Which of the following dimensions of quality,as suggested by David A Garvin,refers to the degree to which physical and performance characteristics of a product match pre-established standards?

Accepted Answer

A) Performance 
B) Reliability 
C) Conformance 
D) Durability

Question 19

According to the Kano Model,"satisfiers" are the basic requirements that customers expect in a product or service which are generally not stated by customers but assumed as given.

Accepted Answer

A) True 
 B)False

Question 20

In the context of the gap model,a customer will be satisfied when the expected quality of a product is higher than the actual quality.

Accepted Answer

A) True 
 B)False

Exam 3: Customer Focus

The ASQ Quality Glossary defines customer _____ as"the result of delivering a product or service that meets customer requirements."

List some of the steps taken by Harley-Davidson to attract customers.

Customer satisfaction and engagement measurement allows an organization to identify causes of dissatisfaction and failed expectations as well as drivers of delight to understand the reasons why customers are loyal or not loyal to the company.

Customers who are merely satisfied may often purchase from competitors because of convenience,promotions,or other factors.

Which of the following is true of the "customer perceived value" measurement used by organizations to measure customer satisfaction?

What are the key customer requirements identified by Unique Online Furniture,Inc.?

Customer-focused organizations empower their front-line people to do whatever is necessary to satisfy a customer.

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.

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

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

The net present value of a customer is:

Internal customers of an organization are those people who:

Which of the following is the first step in developing a customer satisfaction survey?

Affinity diagram is a tool that can be used by organizations to:

The customer satisfaction measurement of "customer perceived value" focuses more on loyalty than on customer satisfaction.

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

The term "customer engagement" refers to:

Which of the following dimensions of quality,as suggested by David A Garvin,refers to the degree to which physical and performance characteristics of a product match pre-established standards?

According to the Kano Model,"satisfiers" are the basic requirements that customers expect in a product or service which are generally not stated by customers but assumed as given.

In the context of the gap model,a customer will be satisfied when the expected quality of a product is higher than the actual quality.