What do customers most expect from customer service staff during complex purchases?
What term best describes a way to organize products into categories?
What is an example of the product classification for home buying?
How long are products used when customers purchase complex products?
Which of these is a customer need that can be met by purchasing a dog chew toy?
What is a market?
What is the first step to finding your market?
Customers are satisfied when _____________.
What BEST describes predicting customer needs?
For the purposes of predicting customer needs, how are current customers and non-consumers related?
Who are non-consumers?
Why is it a good idea to study the needs of your current customers?
In means-end analysis, what do benefits and consequences consider?
What do values in the means-end approach consider?
In means-end analysis, which of the following is considered under features?
What are the three characteristics of the means-end approach?
What steps are taken when developing CTQ trees?
What term best describes the definition: A mapping process that helps to create a diagram of characteristics of a service?
When collaborating with others to develop a CTQ tree, it is necessary to involve which one of the following?
When constructing a CTQ tree, which of the following might be considered a measurable standard?
What is the best explanation of a gap?
What state of the needs assessment process involves the discovery of needs and gaps?
Which one of the following steps is often ignored in the needs assessment process?
What step is after data gathering and analysis in a needs assessment?
What is one thing the customer needs to know about the product?
What should a product's importance reflect?
What do you need to know about your customer before you finalize the purchase?
What is the first step to know your customers' needs?
What are examples of how companies provide after-sales services to customers?
Which of these products matches the market that needs to figure out how to potty train their kids?
Identifying Customer Needs Chapter Exam Instructions
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