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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 is the first step to finding your market?

Question 2 2. Which of these is a customer need that can be met by purchasing a dog chew toy?

Question 3 3. What is a market?

Question 4 4. Customers are satisfied when _____________.

Question 5 5. What term best describes a way to organize products into categories?

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Question 6 6. What are examples of how companies provide after-sales services to customers?

Question 7 7. What is an example of the product classification for home buying?

Question 8 8. What do customers most expect from customer service staff during complex purchases?

Question 9 9. What is the purpose of using a CTQ tree?

Question 10 10. When collaborating with others to develop a CTQ tree, it is necessary to involve which one of the following?

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Question 11 11. What term best describes the definition: A mapping process that helps to create a diagram of characteristics of a service?

Question 12 12. What steps are taken when developing CTQ trees?

Question 13 13. For the purposes of predicting customer needs, how are current customers and non-consumers related?

Question 14 14. Why is it a good idea to study the needs of your current customers?

Question 15 15. Who are non-consumers?

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Question 16 16. What BEST describes predicting customer needs?

Question 17 17. In means-end analysis, what do benefits and consequences consider?

Question 18 18. What do values in the means-end approach consider?

Question 19 19. What are the three characteristics of the means-end approach?

Question 20 20. In means-end analysis, which of the following is considered under features?

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Question 21 21. What state of the needs assessment process involves the discovery of needs and gaps?

Question 22 22. What is the best explanation of a gap?

Question 23 23. What's the best explanation of a needs assessment?

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

Question 25 25. What is the first step to know your customers' needs?

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

Question 27 27. After you know your customer's name, what two questions might you ask in order to continue getting to know them?

Question 28 28. What do you need to know about your customer before you finalize the purchase?

Question 29 29. Which of these products matches the market that needs to figure out how to potty train their kids?

Question 30 30. How long are products used when customers purchase complex products?

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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