QuickStudyPracticeQuizTranscript Thefollowingquestionshavemorethan1choice.Thecorrectanswersareindicatedwith(Correct) beforetheletterforthechoice. TrueorFalseQuestion: 1)Thetotalpackageofproductsandservicesofferedbyacompanyisoftencalledtheprovidersbenefit package. a.True b.False(Correct) TrueorFalseQuestion: 2)Producersshouldfocusonacustomersperceptionofqualitysinceperceivedqualitycaninfluence consumerbehavior. a.True(Correct) b.False TrueorFalseQuestion: 3)Expectedqualityisameasureofwhatamanufacturerthinkscustomerswantinaproductorservice.

ce. a.True b.False(Correct) TrueorFalseQuestion: 4)Unexpecteddissatisfactionoccurswhenexpectedqualityishigherthanactualquality. a.True(Correct) b.False TrueorFalseQuestion: 5)Thefirststepindesigningacustomersatisfactionsurveyistodeterminethenecessarysamplesize. a.True b.False(Correct) TrueorFalseQuestion: 6)Likertscalesallowcustomerstoexpresstheirdegreeofopinion. a.True(Correct) b.False TrueorFalseQuestion: 7)Failuretoidentifyappropriatequalitydimensionshasbeencitedasacommonreasonwhysome customersatisfactionschemesfail. a.True(Correct) b.False

TrueorFalseQuestion: 8)Thecomputationofcustomerperceivedvalue(CPV)involvesidentifyingproductattributesand weighingthemequallyforconsumers. a.True b.False(Correct) TrueorFalseQuestion: 9)SellersthatprovidethegreatestCPVatthetimeofthepurchasingdecisionalwayswinthesale. a.True(Correct) b.False TrueorFalseQuestion: 10)Attheprocesslevel,theinternalcustomersareotherdepartmentsorprocesseswithinthe organization. a.True(Correct) b.False TrueorFalseQuestion: 11)Grosspresentvalueofthecustomer(GPVC)isdefinedastherevenueassociatedwithacustomer minusexpensesneedtoservethecustomer,discountedovertime. a.True b.False(Correct) TrueorFalseQuestion: 12)Aproductsprimaryoperatingcharacteristicsisreferredtoastheperformancedimensionof quality. a.True(Correct) b.False TrueorFalseQuestion: 13)Thespeed,courtesy,andcompetenceofrepairworkarereferredtoasthereliabilitydimensionof quality. a.True b.False(Correct) TrueorFalseQuestion: 14)Providingacleanserviceenvironment(suchasacleanautorepairfacility)affectsthetangible dimensionofservicequality. a.True(Correct) b.False TrueorFalseQuestion:

15)AccordingtoKanosclassifications,ascustomersbecomemorefamiliarwithneworinnovative productfeatures,anexciter/delighterbecomesasatisfier. a.True(Correct) b.False TrueorFalseQuestion: 16)Customercontactemployeesareemployeeswhoexperiencemomentsoftruthwiththe customer. a.True(Correct) b.False TrueorFalseQuestion: 17)Adisadvantageoffocusgroupsistheinabilitytoprobetheparticipants. a.True b.False(Correct) TrueorFalseQuestion: 18)SurveysareamoreeffectiveAnswerofgatheringcustomerinformationthanarefocusgroups. a.True b.False(Correct) TrueorFalseQuestion: 19)ThescopeofcustomersatisfactioncriteriaisbroaderintheISO9000:2000standardthaninthe Baldrigecriteria. a.True b.False(Correct) TrueorFalseQuestion: 20)Criticaltoquality(CTQ)characteristicsintheSixSigmamethodologycannotbelinkedtocustomer satisfaction. a.True b.False(Correct)