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practices
47問 • 1年前
  • Alyssa Laciste
    • 通報

    問題一覧

  • 1

    It is the result of delivering a product or service that meets customer requirements.

    customer satisfaction

  • 2

    It is vital to keeping customers and growing a business.

    customer satisfaction

  • 3

    It refers to customers investment in or commitment to a brand and product offerings.

    customer engagement

  • 4

    It is influenced by an organization's integrity and relationships it builds with its customers.

    customer engagement

  • 5

    It is an economic indicator that measures customer satisfaction at the national level.

    american customer satisfaction index

  • 6

    It is based on customer evaluations of the quality of goods and services purchase in the united states and produced by both domestic firms and foreign firms with a substantial us market share.

    american customer satisfaction index

  • 7

    It is the recipient of another's output.

    internal customer

  • 8

    Those who fall between the organization and the consumer, but are not part of the organization

    external customer

  • 9

    It allows a company to prioritize customer groups, for instance by considering for each group the benefits of satisfying the requirements and the consequences of failing to satisfy their requirements.

    segmentation

  • 10

    It might be based on geography, demographic factors, ways in which products are used, volumes, or expected levels of service.

    customer segmentation

  • 11

    He suggested classifying customers into two main groups

    Joseph Juran

  • 12

    It is another way of segmenting customer with an eye toward business results

    profitability

  • 13

    He suggested the products of multiple dimensions of quality

    David A. Garvin

  • 14

    A products primary operating characteristics.

    performance

  • 15

    The "bells and whistles" of a product.

    features

  • 16

    The probability of a product surviving over specified periods of time under stated conditions of used

    reliability

  • 17

    The degree to which physical and performance characteristic of a product match pre-established standards

    conformance

  • 18

    The amount of use one gets from a product before it physically deteriorates or until replacement is preferable.

    durability

  • 19

    The speed, courtesy, and competence of repair work.

    serviceability

  • 20

    How a product looks, feels, sounds, taste, or smells

    aesthetics

  • 21

    The ability to provide what was promised, dependably and accurately

    reliability

  • 22

    The knowledge and courtesy of employees, and their ability to convey trust and confidence

    assurance

  • 23

    The physical facilities and equipment, and the appearance of person

    tangibles

  • 24

    The degree of caring an individual attention provided to customers

    empathy

  • 25

    The willingness to help customers and provide prompt service

    responsiveness

  • 26

    He is a professor emeritus of the Tokyo University Of Science suggested segmenting customer requirements into three groups

    Noriaki Kano

  • 27

    Basic requirements that customer expected in a product or service.

    dissatisfiers

  • 28

    Requirement that customers expressly say they want.

    satisfiers

  • 29

    New or innovative pictures that customers do not expect or even anticipate.

    exciters/delighters

  • 30

    It provides a view of the process in which customer needs and expectations are translated into design, production, and delivery processes.

    gap model

  • 31

    It is what the customer assumes will be received from the product

    expected quality

  • 32

    It is the outcome of the production process and what is delivered to the customer.

    actual quality

  • 33

    The term "moment of truth" was coined by the ceo of scandinavian airlines system

    Jan Carlzon

  • 34

    It is the every interaction between a customer and the organization.

    moment of truth

  • 35

    They was the first company turns to light to toll-free number for its products in 1974.

    Procter and Gamble

  • 36

    These are measurable performance levels or expectations that define the quality of customer contact with an organization.

    customer contact requirements

  • 37

    They call its consumer relations department "the voice of the company"

    Procter and Gamble

  • 38

    It is a vital element to maintaining customer relationships.

    service recovery

  • 39

    It is a long term relationships characterized by teamwork and mutual confidence represent an important strategic alliance in achieving expense and business.

    customer-supplier partnerships

  • 40

    It is a key enabler of customer relationship management

    technology

  • 41

    Who develop the net promote scores

    Fred Reichheld

  • 42

    It is claimed to correlate strongly with market and revenue group

    net promoter score

  • 43

    He suggested several reasons why customer satisfaction efforts fail to produce useful results

    A. Blanton Godfrey

  • 44

    It allows customers to express their degree of opinion

    likert scale

  • 45

    It is commonly used to measure the response

    likert scale

  • 46

    It includes market segmentation and analysis, customer service and relationship building, effective complaint resolution, cross selling goods and services for their processing and field service.

    customer relationship management

  • 47

    It is a vital to a business

    customer feedback

    • RIZAL QUIZ 1

    RIZAL QUIZ 1

    Alyssa Laciste · 14問 · 1年前

    RIZAL QUIZ 1

    RIZAL QUIZ 1

    14問 • 1年前
    Alyssa Laciste

    ADVMATH

    ADVMATH

    Alyssa Laciste · 26問 · 1年前

    ADVMATH

    ADVMATH

    26問 • 1年前
    Alyssa Laciste

    WSM Quiz 1

    WSM Quiz 1

    Alyssa Laciste · 28問 · 1年前

    WSM Quiz 1

    WSM Quiz 1

    28問 • 1年前
    Alyssa Laciste

    ENGECON QUIZ 1

    ENGECON QUIZ 1

    Alyssa Laciste · 43問 · 1年前

    ENGECON QUIZ 1

    ENGECON QUIZ 1

    43問 • 1年前
    Alyssa Laciste

    RIZAL QUIZ 2

    RIZAL QUIZ 2

    Alyssa Laciste · 18問 · 1年前

    RIZAL QUIZ 2

    RIZAL QUIZ 2

    18問 • 1年前
    Alyssa Laciste

    KOMFIL Quiz 1

    KOMFIL Quiz 1

    Alyssa Laciste · 22問 · 1年前

    KOMFIL Quiz 1

    KOMFIL Quiz 1

    22問 • 1年前
    Alyssa Laciste

    KOMFIL QUIZ 2

    KOMFIL QUIZ 2

    Alyssa Laciste · 78問 · 1年前

    KOMFIL QUIZ 2

    KOMFIL QUIZ 2

    78問 • 1年前
    Alyssa Laciste

    nnn

    nnn

    Alyssa Laciste · 59問 · 1年前

    nnn

    nnn

    59問 • 1年前
    Alyssa Laciste

    yty

    yty

    Alyssa Laciste · 19問 · 1年前

    yty

    yty

    19問 • 1年前
    Alyssa Laciste

    QUIZ 2

    QUIZ 2

    Alyssa Laciste · 40問 · 1年前

    QUIZ 2

    QUIZ 2

    40問 • 1年前
    Alyssa Laciste

    WSM QUIZ 3

    WSM QUIZ 3

    Alyssa Laciste · 42問 · 1年前

    WSM QUIZ 3

    WSM QUIZ 3

    42問 • 1年前
    Alyssa Laciste

    Quiz 2

    Quiz 2

    Alyssa Laciste · 91問 · 1年前

    Quiz 2

    Quiz 2

    91問 • 1年前
    Alyssa Laciste

    Chapter 1

    Chapter 1

    Alyssa Laciste · 29問 · 1年前

    Chapter 1

    Chapter 1

    29問 • 1年前
    Alyssa Laciste

    Rizal siblings

    Rizal siblings

    Alyssa Laciste · 17問 · 1年前

    Rizal siblings

    Rizal siblings

    17問 • 1年前
    Alyssa Laciste

    tt

    tt

    Alyssa Laciste · 7問 · 1年前

    tt

    tt

    7問 • 1年前
    Alyssa Laciste

    Chapter 2

    Chapter 2

    Alyssa Laciste · 15問 · 1年前

    Chapter 2

    Chapter 2

    15問 • 1年前
    Alyssa Laciste

    Chapter 3

    Chapter 3

    Alyssa Laciste · 40問 · 1年前

    Chapter 3

    Chapter 3

    40問 • 1年前
    Alyssa Laciste

    ik

    ik

    Alyssa Laciste · 22問 · 1年前

    ik

    ik

    22問 • 1年前
    Alyssa Laciste

    aa

    aa

    Alyssa Laciste · 18問 · 1年前

    aa

    aa

    18問 • 1年前
    Alyssa Laciste

    Chapter 7

    Chapter 7

    Alyssa Laciste · 19問 · 1年前

    Chapter 7

    Chapter 7

    19問 • 1年前
    Alyssa Laciste

    問題一覧

  • 1

    It is the result of delivering a product or service that meets customer requirements.

    customer satisfaction

  • 2

    It is vital to keeping customers and growing a business.

    customer satisfaction

  • 3

    It refers to customers investment in or commitment to a brand and product offerings.

    customer engagement

  • 4

    It is influenced by an organization's integrity and relationships it builds with its customers.

    customer engagement

  • 5

    It is an economic indicator that measures customer satisfaction at the national level.

    american customer satisfaction index

  • 6

    It is based on customer evaluations of the quality of goods and services purchase in the united states and produced by both domestic firms and foreign firms with a substantial us market share.

    american customer satisfaction index

  • 7

    It is the recipient of another's output.

    internal customer

  • 8

    Those who fall between the organization and the consumer, but are not part of the organization

    external customer

  • 9

    It allows a company to prioritize customer groups, for instance by considering for each group the benefits of satisfying the requirements and the consequences of failing to satisfy their requirements.

    segmentation

  • 10

    It might be based on geography, demographic factors, ways in which products are used, volumes, or expected levels of service.

    customer segmentation

  • 11

    He suggested classifying customers into two main groups

    Joseph Juran

  • 12

    It is another way of segmenting customer with an eye toward business results

    profitability

  • 13

    He suggested the products of multiple dimensions of quality

    David A. Garvin

  • 14

    A products primary operating characteristics.

    performance

  • 15

    The "bells and whistles" of a product.

    features

  • 16

    The probability of a product surviving over specified periods of time under stated conditions of used

    reliability

  • 17

    The degree to which physical and performance characteristic of a product match pre-established standards

    conformance

  • 18

    The amount of use one gets from a product before it physically deteriorates or until replacement is preferable.

    durability

  • 19

    The speed, courtesy, and competence of repair work.

    serviceability

  • 20

    How a product looks, feels, sounds, taste, or smells

    aesthetics

  • 21

    The ability to provide what was promised, dependably and accurately

    reliability

  • 22

    The knowledge and courtesy of employees, and their ability to convey trust and confidence

    assurance

  • 23

    The physical facilities and equipment, and the appearance of person

    tangibles

  • 24

    The degree of caring an individual attention provided to customers

    empathy

  • 25

    The willingness to help customers and provide prompt service

    responsiveness

  • 26

    He is a professor emeritus of the Tokyo University Of Science suggested segmenting customer requirements into three groups

    Noriaki Kano

  • 27

    Basic requirements that customer expected in a product or service.

    dissatisfiers

  • 28

    Requirement that customers expressly say they want.

    satisfiers

  • 29

    New or innovative pictures that customers do not expect or even anticipate.

    exciters/delighters

  • 30

    It provides a view of the process in which customer needs and expectations are translated into design, production, and delivery processes.

    gap model

  • 31

    It is what the customer assumes will be received from the product

    expected quality

  • 32

    It is the outcome of the production process and what is delivered to the customer.

    actual quality

  • 33

    The term "moment of truth" was coined by the ceo of scandinavian airlines system

    Jan Carlzon

  • 34

    It is the every interaction between a customer and the organization.

    moment of truth

  • 35

    They was the first company turns to light to toll-free number for its products in 1974.

    Procter and Gamble

  • 36

    These are measurable performance levels or expectations that define the quality of customer contact with an organization.

    customer contact requirements

  • 37

    They call its consumer relations department "the voice of the company"

    Procter and Gamble

  • 38

    It is a vital element to maintaining customer relationships.

    service recovery

  • 39

    It is a long term relationships characterized by teamwork and mutual confidence represent an important strategic alliance in achieving expense and business.

    customer-supplier partnerships

  • 40

    It is a key enabler of customer relationship management

    technology

  • 41

    Who develop the net promote scores

    Fred Reichheld

  • 42

    It is claimed to correlate strongly with market and revenue group

    net promoter score

  • 43

    He suggested several reasons why customer satisfaction efforts fail to produce useful results

    A. Blanton Godfrey

  • 44

    It allows customers to express their degree of opinion

    likert scale

  • 45

    It is commonly used to measure the response

    likert scale

  • 46

    It includes market segmentation and analysis, customer service and relationship building, effective complaint resolution, cross selling goods and services for their processing and field service.

    customer relationship management

  • 47

    It is a vital to a business

    customer feedback