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 do customers most expect from customer service staff during complex purchases?

Question 2 2. What term best describes a way to organize products into categories?

Question 3 3. What is an example of the product classification for home buying?

Question 4 4. How long are products used when customers purchase complex products?

Question 5 5. Which of these is a customer need that can be met by purchasing a dog chew toy?

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Question 6 6. What is a market?

Question 7 7. What is the first step to finding your market?

Question 8 8. Customers are satisfied when _____________.

Question 9 9. What BEST describes predicting customer needs?

Question 10 10. For the purposes of predicting customer needs, how are current customers and non-consumers related?

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Question 11 11. Who are non-consumers?

Question 12 12. Why is it a good idea to study the needs of your current customers?

Question 13 13. In means-end analysis, what do benefits and consequences consider?

Question 14 14. What do values in the means-end approach consider?

Question 15 15. In means-end analysis, which of the following is considered under features?

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Question 16 16. What are the three characteristics of the means-end approach?

Question 17 17. What steps are taken when developing CTQ trees?

Question 18 18. What term best describes the definition: A mapping process that helps to create a diagram of characteristics of a service?

Question 19 19. When collaborating with others to develop a CTQ tree, it is necessary to involve which one of the following?

Question 20 20. When constructing a CTQ tree, which of the following might be considered a measurable standard?

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Question 21 21. What is the best explanation of a gap?

Question 22 22. What state of the needs assessment process involves the discovery of needs and gaps?

Question 23 23. Which one of the following steps is often ignored in the needs assessment process?

Question 24 24. What step is after data gathering and analysis in a needs assessment?

Question 25 25. What is one thing the customer needs to know about the product?

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Question 26 26. What should a product's importance reflect?

Question 27 27. What do you need to know about your customer before you finalize the purchase?

Question 28 28. What is the first step to know your customers' needs?

Question 29 29. What are examples of how companies provide after-sales services to customers?

Question 30 30. Which of these products matches the market that needs to figure out how to potty train their kids?

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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