20883172
Descrição
Quiz por Kelly Jablonski, atualizado more than 1 year ago
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Criado por Kelly Jablonski
quase 5 anos atrás
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Questão 1
Questão
The internal customers of a company are those people who ultimately purchase and use the company’s products.
Responda
- True
- False
Questão 2
Questão
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.
Responda
- True
- False
Questão 3
Questão
Customers who are merely satisfied may often purchase from competitors because of convenience, promotions, or other factors.
Responda
- True
- False
Questão 4
Questão
Affinity diagram is a tool that can be used by organizations to:
Responda
-
Measure the response of customers by allowing them to express their degree of satisfaction on a five-point scale.
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Train their employees on service recovery.
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Streamline their communication process with the customers.
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Gather and organize a large number of ideas or facts.
Questão 5
Questão
According to the classification system proposed by Juran, customers who belong to the group of ‘the vital few’:
Responda
-
can be targeted through mass marketing strategies.
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have needs and requirements that differ from general customers.
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need only standardized attention as a group.
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deserve special attention on an individual basis.
Questão 6
Questão
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.
Responda
- True
- False
Questão 7
Questão
Internal customers of an organization are those people who:
Responda
-
are not a part of the organization but sell resources to the organization so that the organization can produce it products
-
are a part of the organization who provide inputs and help to create outputs for customers.
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are not a part of the organization but are involved in the supply of the organization’s products to the consumers.
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are the end users of a company’s products or services.
Questão 8
Questão
The ASQ Quality Glossary defines customer _____ as “the result of delivering a product or service that meets customer requirements.”
Responda
-
Enrichment
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Engagement
-
Satisfaction
-
Loyalty
Questão 9
Questão
According to the Kano Model, new or innovative features that customers do not expect or even anticipate, fall under the category of _____.
Responda
-
Continuous improvements
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Satisfiers
-
Delighters
-
Dissatisfiers
Questão 10
Questão
Customer-focused organizations consider complaints as opportunities for improvement as:
Responda
-
effectively resolving complaints increases customer loyalty and retention.
-
it allows them to reduce the cost of research and development because they come to know about potential features through customers.
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it helps employees understand what it feels like to be a customer.
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it allows them to test the aptitude and efficiency of their employees in handling customer complaints.
Questão 11
Questão
The customer satisfaction measurement of “customer perceived value” focuses more on loyalty than on customer satisfaction.
Responda
- True
- False
Questão 12
Questão
According to the dimensions of quality, as suggested by David A Garvin, _____ refers to the probability of a product’s surviving over a specified period of time under stated conditions of use.
Responda
-
Durability
-
Conformance
-
Serviceability
-
Reliability
Questão 13
Questão
The _____ dimension of the quality, as suggested by David A. Garvin, refers to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable.
Responda
-
Assurance
-
Durability
-
Serviceability
-
Reliability
Questão 14
Questão
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.
Responda
- True
- False
Questão 15
Questão
Complaints allow an organization to learn about product failures and service problems, particularly the gaps between expectations and performance.
Responda
- True
- False
Questão 16
Questão
Which of the following is true of the "customer perceived value" measurement used by organizations to measure customer satisfaction?
Responda
-
It measures customer satisfaction based on the likelihood of customers recommending the product to other customers.
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It focuses more on customer satisfaction than on customer loyalty.
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It measures how customers assess benefits of the product against costs in making purchase decisions.
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It takes into consideration only existing customers and not potential buyers.
Questão 17
Questão
Customer-focused organizations empower their front-line people to do whatever is necessary to satisfy a customer.
Responda
- True
- False
Questão 18
Questão
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 _____.
Responda
-
Exciters
-
Satisfiers
-
Dissatisfiers
-
Delighters
Questão 19
Questão
Customer satisfaction or dissatisfaction takes place during moments of truth.
Responda
- True
- False
Questão 20
Questão
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?
Responda
-
Reliability
-
Performance
-
Conformance
-
Durability
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