Deck 7: Customer Satisfaction, Retention, and Loyalty

Question 1

The customer in a total quality setting defines quality.

Answer 1

True

Question 2

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.

Answer 2

False

Question 3

Communication just happens.

Answer 3

False

Question 4

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

Question 5

Meeting customer specifications does not produce customer satisfaction.

Question 6

Satisfied customers will not migrate to a competitor.

Question 7

In a total quality setting, quality is defined by:

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

Question 8

An organization with a customer focus is:

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

Question 9

Which of the following mechanisms can help improve communication?

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

Question 10

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

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

Question 11

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

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

Question 12

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

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