Q.1
The state of affairs in which customers feel that their expectations have been met by the product features is known as ______________
  • a) Customer Satisfaction
  • b) Customer Attraction
  • c) Customer Loyalty
  • d) Customer Reputation
Q.2
The state of affairs in which deficiencies (in goods or services) result in customer annoyance and complaints is known as ______________
  • a) Customer Compliance
  • b) Customer Needs
  • c) Customer Trust
  • d) Customer Dissatisfaction
Q.3
Sam purchased a pen from the market. The pen was not working clearly, legibly and smoothly. Where did the manufacturer fail in terms of satisfying the needs of the customer?
  • a) The manufacturer failed to satisfy the implied need of the product
  • b) The manufacturer failed to impress his boss
  • c) The manufacturer failed to maintain the reputation of the company
  • d) The manufacturer failed to impress his supplier
Q.4
The stated needs are the needs which the customer specifies for procurement of goods or services.
  • a) True
  • b) False
Q.5
The two categories of products are _____ and _____
  • a) Goods, Services
  • b) Media, Education
  • c) Pencil, Car
  • d) Hospitality, Calculator
Q.6
Which of the following does not fit in the category of Goods?
  • a) Cell phone
  • b) Television
  • c) Insurance
  • d) Bike
Q.7
Which of the following does not fit in the category of Services?
  • a) Banking
  • b) Transportation
  • c) Pen
  • d) Health care industries
Q.8
Service also includes support activities within companies, e.g., payroll preparation, secretarial support, and plant maintenance.
  • a) True
  • b) False
Q.9
The property that is possessed with a product and that is intended to meet certain customers’ needs and thereby provide customer satisfaction is called _________
  • a) Product Tree
  • b) Product Feature
  • c) Product Cycle
  • d) Product Design
Q.10
Which of the following does not fit in the category of Product Feature?
  • a) Fuel consumption of a vehicle
  • b) Dimensions of a mechanical component
  • c) The owner of the product
  • d) The viscosity of a chemical
Q.11
Someone who receives or is affected by the product or process is called a _______
  • a) Customer
  • b) Manager
  • c) Founder
  • d) Co-founder
Q.12
The two types of customers are ______ and ______
  • a) Founder, Co-founder
  • b) Internal, External
  • c) Government, People
  • d) CEO, CFO
Q.13
Which of the following does not fit in the category of External Customers?
  • a) Clients/end users who buy the product
  • b) Government regulatory bodies
  • c) Manager of a company
  • d) Public
Q.14
Which of the following does not fit in the category of Internal Customers?
  • a) Stakeholders
  • b) Public
  • c) Shareholders
  • d) Employees of a company
Q.15
Which of the following is not a measure of Product Deficiency?
  • a) Errors
  • b) Defects
  • c) Off-specification
  • d) Mass of the mobile phone
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