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Identifying Customer Needs Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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Question 1 1. What term best describes the definition: A mapping process that helps to create a diagram of characteristics of a service?

Question 2 2. When constructing a CTQ tree, which of the following might be considered a measurable standard?

Question 3 3. What steps are taken when developing CTQ trees?

Question 4 4. When collaborating with others to develop a CTQ tree, it is necessary to involve which one of the following?

Question 5 5. Which of these products matches the market that needs to figure out how to potty train their kids?

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Question 6 6. What is a market?

Question 7 7. Customers are satisfied when _____________.

Question 8 8. What is the first step to finding your market?

Question 9 9. What is the first step to know your customers' needs?

Question 10 10. What do you need to know about your customer before you finalize the purchase?

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Question 11 11. What is one thing the customer needs to know about the product?

Question 12 12. What should a product's importance reflect?

Question 13 13. What state of the needs assessment process involves the discovery of needs and gaps?

Question 14 14. Which one of the following steps is often ignored in the needs assessment process?

Question 15 15. What step is after data gathering and analysis in a needs assessment?

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Question 16 16. What's the best explanation of a needs assessment?

Question 17 17. Which of the following is NOT an effect of predicting customer needs?

Question 18 18. What BEST describes predicting customer needs?

Question 19 19. For the purposes of predicting customer needs, how are current customers and non-consumers related?

Question 20 20. Who are non-consumers?

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Question 21 21. How long are products used when customers purchase complex products?

Question 22 22. What is an example of the product classification for home buying?

Question 23 23. What term best describes a way to organize products into categories?

Question 24 24. What are examples of how companies provide after-sales services to customers?

Question 25 25. What are the three characteristics of the means-end approach?

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Question 26 26. In means-end analysis, which of the following is considered under features?

Question 27 27. In means-end analysis, what do benefits and consequences consider?

Question 28 28. When is a company most successful using the means-end approach to market a product?

Question 29 29. What is the purpose of using a CTQ tree?

Question 30 30. Which of these is a customer need that can be met by purchasing a dog chew toy?

Identifying Customer Needs Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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