MCQOPTIONS
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MCQOPTIONS
This section includes 10 Mcqs, each offering curated multiple-choice questions to sharpen your Total Quality Management knowledge and support exam preparation. Choose a topic below to get started.
| 1. |
________ 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 |
| Answer» B. Customer satisfaction | |
| 2. |
Which of the following is not an element of customer service? |
| A. | Organization |
| B. | Customer care |
| C. | Communication |
| D. | Co-founder |
| Answer» E. | |
| 3. |
_________ 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 |
| Answer» C. Customer needs | |
| 4. |
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 |
| Answer» B. Social media | |
| 5. |
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 |
| Answer» E. | |
| 6. |
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 |
| Answer» D. Excess Needs | |
| 7. |
Market research, focus groups, Surveys, Clinics, Interviews, and Contextual Enquiry are techniques to gather information about Performance Needs. |
| A. | True |
| B. | False |
| Answer» B. False | |
| 8. |
The customer needs that keep a company in the market are called ___________ |
| A. | Performance Needs |
| B. | Basic Needs |
| C. | Excitement Needs |
| D. | Excess Needs |
| Answer» B. Basic Needs | |
| 9. |
Complaints, industry standards, and what your competitors are doing are techniques to gather information about Basic Needs. |
| A. | True |
| B. | False |
| Answer» B. False | |
| 10. |
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 |
| Answer» E. | |