Understanding Customer Expectations Quiz

What are customer expectations?

• Things customers hope for when buying.

• How customers spend their money.

• The way customers like to be treated.

• What customers expect from a product or service.

Why is it important to understand customer expectations?

• To make customers laugh.

• To provide the right products or services.

• To surprise the competition.

• To change the company logo.

What could happen if a company ignores what customers want?

• The company becomes famous.

• Customers may leave for another company.

• Customers send thank-you notes.

• The company will get more customers.

What is a customer’s perception?

• What the company tells them.

• What the customer thinks about a product.

• The size of the product.

• The color of the product.

When can a gap happen between a company and customers?

• When customers and the company agree.

• When the company knows all about customers.

• When the company doesn’t understand what customers expect.

• When the company answers all customer questions.

What might a company lose if it misunderstands customers' needs?

• The building.

• Time and money.

• New office chairs.

• Free gifts from customers.

What does it mean if a company is “slightly inaccurate” about what customers want?

• It is only a little bit wrong.

• It is completely right.

• It is not selling any products.

• It is having a sale.

How can a company find out what customers expect?

• Guessing what they might like.

• Asking them directly.

• Copying other companies.

• Using old information.

What might happen if a company provides what it *thinks* customers want?

• Customers will be happier than ever.

• The company will get more reviews.

• The product may miss important features.

• Customers will give feedback right away.

What is the most critical part of delivering excellent customer service?

• Making new advertisements.

• Knowing what customers expect.

• Lowering prices.

• Hiring new staff.