Customer Expectations

Customer Expectations

Professional Development

•

35 Qs

quiz-placeholder

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Customer Expectations

Customer Expectations

Assessment

Quiz

•

Business

•

Professional Development

•

Practice Problem

•

Hard

Created by

Kirsty Lindop

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35 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Identify the key differences between customers' needs, wants, expectations, and satisfaction.

Needs are essential, wants are desires, expectations are beliefs, and satisfaction is the fulfillment of these.

Needs and wants are the same, expectations are irrelevant, and satisfaction is not measurable.

Expectations and satisfaction are the same, while needs and wants differ.

Needs are desires, wants are essential, expectations are beliefs, and satisfaction is irrelevant.

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the purpose of customer service?

To increase sales

To provide support and assistance to customers

To develop new products

To manage company finances

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The scope of customer service affects what an organisation offers by:

Determining the range of products and services provided

Limiting the number of employees

Increasing the cost of goods sold

Reducing the need for marketing

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Customer needs can vary based on individual differences. Which of the following is a factor that can influence these differences?

Cultural background

Weather conditions

Time of day

Geographical location

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What factors form customer expectations?

Price and quality

Brand reputation

Customer service

All of the above

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Fill in the blank: _______ are what the customer thinks they should experience or get.

Expectations

Products

Services

Feedback

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Fill in the blank: _______ is when an organisation meets or surpasses a customer’s expectations.

Customer satisfaction

Customer service

Customer loyalty

Customer engagement

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