Question 1

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.

Accepted Answer

False

Question 2

Dissatisfied individual and business customers seldom complain to the organization about the problems.

Accepted Answer

According to research, dissatisfied individuals and business customers are less likely to complain to the organization about their problems. They may choose to switch to a competitor, share their experience with others, or simply stay silent. As a result, it's important for companies to proactively seek feedback from their customers and address any issues that arise.

Question 3

Customer contact employees are often the only means by which a customer interacts with an organization.

Accepted Answer

Customer contact employees, such as sales reps, customer service representatives, and front desk staff, are typically the primary point of contact between an organization and its customers. They are often the first and last impression a customer has of a business, and can significantly impact customer satisfaction and loyalty.

Question 4

Customer satisfaction or dissatisfaction takes place during moments of truth.

Accepted Answer

Moments of truth refer to any interaction or touchpoint between a customer and a company that affects the customer's perception of the brand, and thus can result in customer satisfaction or dissatisfaction.

Question 5

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

In the context of the gap model, a customer will be satisfied when the actual quality of a product meets or exceeds their expectations, not when the expected quality is higher than the actual quality.

Question 6

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

In the Kano Model, "satisfiers" refer to performance attributes, which increase customer satisfaction when present and decrease satisfaction when absent. Basic requirements that customers expect and assume as given are known as "must-be" or "basic" attributes.

Question 7

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

Accepted Answer

Complaints are valuable sources of feedback for organizations to identify areas of improvement in their products and services, and to bridge the gap between customer expectations and actual performance. By addressing complaints and making necessary changes, organizations can improve customer satisfaction and loyalty.

Question 8

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

Accepted Answer

Customer relationship management (CRM) systems are designed to provide insights into customer behavior and preferences, allowing businesses to target and personalize their marketing efforts to their most valuable customers. By understanding which customers are the most profitable, businesses can allocate their resources more effectively and tailor their products and services to meet the specific needs and preferences of their target audience.

Question 9

The internal customers of a company are those people who ultimately purchase and use the company's products.

Accepted Answer

The internal customers of a company refer to the employees and departments within the company that rely on each other to complete their work and achieve the company's goals. They are not the external customers who purchase and use the company's products.

Question 10

Affinity diagrams help firms to efficiently organize large volumes of information and identify natural patterns or groupings in the information.

Accepted Answer

Affinity diagrams are an effective tool for organizing and categorizing large amounts of information into natural patterns or groupings. This method can help businesses to make sense of complex data and identify key themes or insights.

Question 11

Customer -supplier partnerships help organizations to improve products through early design recommendations and also reduce operations costs through better communications.

Accepted Answer

Customer-supplier partnerships involve close collaboration and communication between the two parties, which can lead to early design recommendations and ultimately better products. This collaboration can also help to identify cost-saving measures that benefit both the customer and the supplier.

Question 12

The effectiveness of the field intelligence method of gathering customer information depends upon a culture that encourages open communication with superiors.

Accepted Answer

The field intelligence method relies on the ability of employees to communicate openly with their superiors about customer information. This requires a culture that values and encourages open communication, making option A true. If the culture does not support open communication, the effectiveness of this method may be limited.

Question 13

Loyal customers are less costly to do business with compared to other customers.

Accepted Answer

Loyal customers tend to require less marketing and advertising efforts, and have higher retention rates, resulting in lower overall costs of doing business.

Question 14

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

Accepted Answer

Customer-focused organizations prioritize the needs of their customers, and empower their employees to take necessary steps to ensure customer satisfaction. This may include offering discounts, providing additional services, or taking steps to resolve any customer complaints or issues. By empowering front-line employees, organizations can create a more positive and satisfying customer experience, which can help to build long-term loyalty and trust.

Question 15

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

Accepted Answer

Customers who are merely satisfied may switch to competitors due to factors such as convenience or promotions, even if they are not completely dissatisfied with their current provider. Therefore, it is true that customers who are merely satisfied may often purchase from competitors.

Question 16

The needs and expectations of external customers are different from those of consumers.

Accepted Answer

External customers are typically businesses or organizations that purchase goods or services from a company, while consumers are individuals who purchase products for personal use. The needs and expectations of external customers may include factors such as pricing, reliability, and responsiveness to their specific needs, while consumers may prioritize features such as convenience, branding, and product quality.

Question 17

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

Accepted Answer

Loyal customers have a higher expectation of the organization due to their history of loyalty, so unresolved problems could lead to dissatisfaction and ultimately, customer churn.

Question 18

According to Juran,the customers who fall under the category of "useful many" typically need only standardized attention as a group.

Accepted Answer

According to Juran, the customers who fall under the category of "useful many" have similar needs and require only standardized attention as a group.

Question 19

Focus groups have a lower cost of implementation compared to other approaches used for gathering customer information.

Accepted Answer

Focus groups typically require facilities, a moderator, and participants who may be compensated for their time, which can make them more expensive than online surveys or other forms of customer feedback collection.

Question 20

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

Reliability refers to the ability of a product to perform its intended function consistently without failure. It is not related to the amount of use or physical deterioration of the product.

Quiz 3: Customer Focus