NEW
Font size
WorksheetsMM3A Q-1 SM
Total questions: 15
Worksheet time: 11mins
1. “I expect this restaurant to serve me in an adequate manner”, what level of expectation is this?
Minimum tolerable expectation
Experience-based norms
Acceptable expectations
Ideal expectations or desires
2. “I expect terrible service from this restaurant but come because the price is low”, what level of expectation is this?
Acceptable expectations
Minimum tolerable expectations
Normative expectations
Experience-based expectation
3. A consumers who sign up for a computer dating app service expect to find compatible, attractive, interesting people and perhaps even someone to marry is an example of…
Adequate service
Desired service
Zone of tolerance
Predicted service
4. Personal emergency situations in which service is urgently need (such as an accident and the need for car insurance or a breakdown in office equipment during busy period) is an example of what kind of adequate service.
Predicted service
Temporary service intensifiers
Customer self-perceived
Situational factors
5. These are personal and non-personal statements about the service made by the organization to customers.
Past experience
Implicit service promises
Word-of-mouth
Explicit service promises
6. These quality cues are dominated by price and the more impressive the tangibles, the more a customer will expect from the service.
Implicit service promises
Past experience
Explicit service promises
Word-of-mouth
7. Which of the following must be used for explicit service promises?
Make realistic and accurate promises
Ask the contact people for feedback
Avoid engaging in price or advertising wars with competitors
All of the above
8. Which of the following strategy must be used for perceived service alternatives?
Be fully aware of competitive offerings and where possible and appropriate, match them
Educate customers on ways the service addresses their needs
Educate customers to understand their roles and perform them better.
None of the above
9. Which of the following strategy must be used for situational factors?
Use marketing research to profile customer’s previous experience with similar services
Use service guaranteed to assure customers about service recovery
Tell customer when service provision is higher than what can normally be expected so that predictions of future service encounters will not be inflated.
None of the above
10. How does a service company stay ahead of competition in meeting customer expectations
Stay alert to the need for service increases to meet or beat competition
Under-promise and over deliver
Position unusual service as unique rather than the standard
None of the above
Refers to the beliefs about customer service delivery that serve as standards or reference points against which performance is judged.
Customer expectations
Customer delight
Customer service
Customer perception
12. Knowing what customer expects, being wrong can even mean surviving in a fiercely competitive market.
TRUE
FALSE
13. The expectation reflects the hopes and wished of the consumers.
TRUE
FALSE
14. If service drops below adequate service- customers will be very pleased and probably quite surprised as well.
TRUE
FALSE
15. Zone of tolerance is the extent to which customers recognize and are willing to accept the variation.
TRUE
FALSE
