Question 1
Who among the following is not a hidden customer?
A. Regulators
B. Critics
C. Opinion leaders
D. Managers
View Answer
Answer: D
Explanation: Regulators, Critics, and Opinion Leaders are hidden customers. The media, corporate policy makers, labor unions and professional associations are other hidden customers. Hidden customers are a type of External Customers.
Question 2
Who among the following do not fall under the category of External Customers?
A. Purchasers
B. Merchants
C. Hidden Customers
D. Quality Management Unit of a Company
View Answer
Answer: D
Explanation: Purchasers, Merchants and Hidden Customers fall under the category of External Customers. Quality Management Unit of a Company can be considered to be an Internal Customer.
Question 3
The customer needs that keep a company in the market are called ___________
A. Performance Needs
B. Basic Needs
C. Excitement Needs
D. Excess Needs
View Answer
Answer: A
Explanation: Performance needs are the customer needs that keep a company in the market. For example, customers would be willing to pay more for a building in an earthquake-prone area that offers greater preparedness in case an earthquake occurs.
Question 4
________ defines activities which occur within an organization that ensures a customer is not only satisfied but also retained.
A. Customer care
B. Customer satisfaction
C. Customer needs
D. Customer delight
View Answer
Answer: Option A
Explanation:
Customer care defines activities that occur within an organization that ensures a customer is not only satisfied but also retained. Customer retention is more important than attracting new customers.
Question 5
_________ is the set of activities performed by an organization used to satisfy the customer and their needs.
A. Customer satisfaction
B. Customer service
C. Customer needs
D. Customer delight
View Answer
Answer: Option B
Explanation:
Customer service is the set of activities performed by an organization used to satisfy the customer and their needs. The service can be provided before the sale of the product, during the sale of the product and after the sale of the product.
Question 6
According to ASQ survey, which of the following is not part of customer perceptions?
A. Performance
B. Features
C. Service
D. Discredit
View Answer
Answer: Option D
Explanation:
Performance, Features and Service are part of customer perceptions. Discredit is opposite to Reputation. The other customer perceptions are Warranty, Price and Reputation.
Question 7
Complaints, industry standards, and what your competitors are doing are techniques to gather information about Basic Needs.
A. TRUE
B. FALSE
View Answer
Answer: Option A
Explanation:
Complaints, industry standards, and what your competitors are doing are techniques to gather information about Basic Needs. They are the needs that get a company in the market.
Question 8
In the modern world, warranty attached to a product attracts and build markets.
A. TRUE
B. FALSE
View Answer
Answer: Option A
Explanation:
In the modern world, warranty attached to a product attracts and build markets. It imposes faith in a customer that if at all any problem is faced by them then they can claim for repair or exchange.
Question 9
Organizations / People who use the product or output as an input for producing their own product are called _________
A. Potential Customers
B. Hidden Customers
C. Suppliers
D. Processors
View Answer
Answer: Option D
Explanation:
Organizations / People who use the product or output as an input for producing their own product are called Processors. For example, a refinery that receives crude oil and processes it further into different products.
Question 10
Reputation of a firm brings the market to them and fetches them more customers.
A. TRUE
B. FALSE
View Answer
Answer: Option A
Explanation:
Reputation of a firm brings the market to them and fetches them more customers. Customers prefer to choose companies offering similar products based on their reputation. So, organizations must look to ensure that they retain customer satisfaction for a longer period of time.
Question 11
The customer needs that bring with them pleasant surprises and customer delight are called ________________
A. Performance Needs
B. Basic Needs
C. Excitement Needs
D. Excess Needs
View Answer
Answer: Option C
Explanation:
The customer needs that bring with them pleasant surprises and customer delight are called Excitement Needs. Excitement needs if not fulfilled has no effect on customer satisfaction.
Question 12
The expression of dissatisfaction with a product/service, either orally or in writing, from an internal customer or external customer is called _______
A. customer needs
B. customer delight
C. customer expectations
D. customer complaints
View Answer
Answer: Option D
Explanation:
The expression of dissatisfaction with a product/service, either orally or in writing, from an internal customer or external customer, is called customer complaints. Customer complaints may be due to a genuine cause, misunderstanding or unreasonable expectations.
Question 13
Those who are not currently using the product but have the capability of becoming customers in future are called __________
A. Potential Customers
B. Hidden Customers
C. Suppliers
D. Processors
View Answer
Answer: Option A
Explanation:
Those who are not currently using the product but have the capability of becoming customers are called Potential Customers. It is important to gauge potential customers so as to have a proper estimate of the number of customers that will use a company’s product or service in the near future.
Question 14
Which among the following does not fall under the category of factors influencing customer perception of quality at the point of making a purchase?
A. Performance specifications
B. Comments of sales people
C. Warranty provisions
D. Service effectiveness
View Answer
Answer: Option D
Explanation:
Performance specifications, Comments of sales people and Warranty provisions are important factors influencing customer perception of quality at the point of making a purchase. Service effectiveness is an important factor influencing customer perception of quality after purchase.
Question 15
Which among the following does not fall under the category of factors influencing customer perception of quality before making a purchase?
A. Previous experience
B. Advertised price for performance
C. Store reputation
D. Reliability
View Answer
Answer: Option D
Explanation:
Previous experience, Advertised price for performance and Store reputation are important factors influencing customer perception of quality before making a purchase. Reliability is an important factor influencing customer perception of quality after purchase.
Question 16
Which among the following is not a factor influencing customer perception of quality after making a purchase?
A. Ease of use
B. Ease of installation
C. Previous experience
D. Handling of repairs claims and warranty
View Answer
Answer: Option C
Explanation:
Ease of use, Ease of installation and Handling of repairs, claims and warranty are important factors influencing customer perception of quality after making a purchase. Previous experience is an important factor influencing customer perception of quality before making a purchase.
Question 17
Which among the following is not a factor influencing customer perception of quality at the point of making a purchase?
A. Service and Repair Policies
B. Support Programs
C. Quoted Price for Performance
D. Comparative Performance
View Answer
Answer: Option D
Explanation:
Service and Repair Policies, Support Programs and Quoted Price for Performance are important factors influencing customer perception of quality at the point of making a purchase. Comparative Performance is an important factor influencing customer perception of quality after purchase.
Question 18
Which among the following is not a factor influencing customer perception of quality before making a purchase?
A. Company’s brand name and image
B. Opinions of friends
C. Spare parts availability
D. Published Test Results
View Answer
Answer: Option C
Explanation:
Company’s brand name and image, Opinions of friends and Published Test results are important factors influencing customer perception of quality before making a purchase. Spare parts availability is an important factor influencing customer perception of quality after purchase.
Question 19
Which of the following cannot be considered as a technique to gather information about customer needs?
A. Customer meetings
B. Tracking customer complaints
C. Government or Independent Laboratory Data
D. Waiting for customer to come and tell about their needs
View Answer
Answer: Option D
Explanation:
Customer meetings, Tracking customer complaints and Information from Government or Independent Laboratory Data are all techniques to gather information about customer needs. Waiting for customers to come and tell about their needs is something an organization should never plan.
Question 20
Which of the following is false regarding the Kano Model of Customer Satisfaction?
A. Identifying customer needs
B. Determining functional requirements
C. Concept development
D. Inability in analyzing competitive product
View Answer
Answer: Option D
Explanation:
The Kano Model of Customer Satisfaction is useful for Identifying customer needs, Determining functional requirements, Concept development and Analyzing competitive products. The Kano model categorizes customer needs into basic needs, performance needs and excitement needs.
Question 21
Which of the following is not a tool used to collect customer complaints?
A. Ask the manager of the company to list down potential reasons for customer complaints
B. Social media
C. Toll – free telephone numbers
D. Customer visits
View Answer
Answer: Option A
Explanation:
Social media, Toll – free telephone numbers, Customer visits, Customer questionnaire, Post – transaction surveys and Focus groups are some of the tools used to collect information about customer complaints. Customer complaints may be related to the product or after-sales service.
Question 22
Which of the following is not an element of customer service?
A. Organization
B. Customer care
C. Communication
D. Co-founder
View Answer
Answer: Option D
Explanation:
Organization, Customer care, Communication, Front-line People and Leadership are the elements of customer service. Customer service refers to the set of activities performed by an organization to satisfy customers and their needs.
Question 23
Which of the following is not the best way to gather information about customer needs?
A. Information on competitor’s products
B. Personal visits to customer locations
C. Employees with special knowledge of the customer
D. Threatening customers to tell their needs
View Answer
Answer: Option D
Explanation:
Information on competitor’s products, Personal visits to customer locations and Employees with special knowledge of the customer are some of the best ways to gather information about customer needs. Identifying customer needs is an essential duty of any organization so as to deliver more relatable products or services to the customer.