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Worksheetsops mgmt 6
Total questions: 155
Worksheet time: 1hrs 18mins
Name
Class
Date
1.
A student sees a list of famous authors and identifies the ones they know. This is an example of recognition. If they were asked to name famous authors without any list, what would that be?
a)
Relearning
b)
Storage
c)
Encoding
d)
Recall
2.
A company wants to improve its product quality. Which TQM principle should it focus on first?
a)
Supplier Quality Management
b)
Customer Focus
c)
Integrated System
d)
Total Employee Involvement
3.
What does TQM stand for in the context of business management?
a)
Total Quality Management
b)
Targeted Quality Metrics
c)
Top Quality Manufacturing
d)
Teamwork Quality Methods
4.
Which of these is a main goal of Total Quality Management (TQM)?
a)
Reducing customer feedback
b)
Decreasing employee involvement
c)
Increasing product prices
d)
Improving customer satisfaction
5.
What is the main goal of Total Quality Management (TQM)?
a)
To reduce the number of employees
b)
To improve customer satisfaction
c)
To make products cheaper to produce
d)
To increase company profits quickly
6.
A restaurant gathers feedback from diners to improve its menu. Which TQM principle is this an example of?
a)
Integrated System
b)
Customer Focus
c)
Total Employee Involvement
d)
Fact-Based Decision Making
7.
Why is customer focus important in TQM?
a)
It helps reduce employee salaries.
b)
It makes products cheaper to buy.
c)
It helps meet customer expectations.
d)
It speeds up product delivery time.
8.
Which TQM principle focuses on meeting or going beyond what customers want?
a)
Fact-Based Decision Making
b)
Total Employee Involvement
c)
Customer Focus
d)
Integrated System
9.
Why is employee involvement key in TQM?
a)
It stops workers from leaving the company.
b)
It lets employees suggest improvements.
c)
It helps workers get more breaks.
d)
It makes managers work less.
10.
Which TQM principle says all workers, from top to bottom, should help improve quality?
a)
Continuous Improvement
b)
Customer Focus
c)
Total Employee Involvement
d)
Integrated System
11.
A car maker streamlines its supply chain to reduce delays. Which TQM principle is this an example of?
a)
Customer Focus
b)
Supplier Quality Management
c)
Integrated System
d)
Process-Centered Approach
12.
Why is a process-centered approach important in TQM?
a)
It helps fix problems at the end.
b)
It makes products faster to sell.
c)
It reduces the need for new ideas.
d)
It improves quality at every step.
13.
Which TQM principle looks at how products are made and delivered, not just the end result?
a)
Fact-Based Decision Making
b)
Integrated System
c)
Customer Focus
d)
Process-Centered Approach
14.
A company has many departments that don't talk to each other. Which TQM principle is missing most?
a)
Integrated System
b)
Fact-Based Decision Making
c)
Customer Focus
d)
Continuous Improvement
15.
Which TQM principle sees an organization as one whole, with departments working together?
a)
Customer Focus
b)
Total Employee Involvement
c)
Continuous Improvement
d)
Integrated System
16.
Why is an integrated system important in TQM?
a)
It reduces the number of products.
b)
It makes managers decide everything.
c)
It helps departments work together.
d)
It makes departments work alone.
17.
A software company uses user feedback to improve its app. Which TQM technique is this an example of?
a)
Integrated System
b)
Customer Focus
c)
Continuous Improvement
d)
Fact-Based Decision Making
18.
What is the first step in the Plan-Do-Check-Act (PDCA) cycle?
a)
Plan
b)
Do
c)
Check
d)
Act
19.
A company wants to make its products better over time. Which TQM principle should guide this goal?
a)
Continuous Improvement
b)
Total Employee Involvement
c)
Integrated System
d)
Customer Focus
20.
What does 'continuous improvement' mean in TQM?
a)
Fixing problems only when they break
b)
Making one big change at the start
c)
Stopping improvements once perfect
d)
Always trying to make things better
21.
A company makes decisions based on what the boss thinks. Which TQM principle is it ignoring?
a)
Integrated System
b)
Continuous Improvement
c)
Customer Focus
d)
Fact-Based Decision Making
22.
A retail store analyzes sales data to adjust inventory. Which TQM principle is this an example of?
a)
Customer Focus
b)
Integrated System
c)
Fact-Based Decision Making
d)
Continuous Improvement
23.
Why is fact-based decision making important in TQM?
a)
It lets one person make all choices.
b)
It uses guesses instead of data.
c)
It makes decisions faster.
d)
It helps avoid mistakes in choices.
24.
Which TQM principle says decisions should be based on facts and data, not guesses?
a)
Fact-Based Decision Making
b)
Customer Focus
c)
Continuous Improvement
d)
Integrated System
25.
A company's suppliers often send bad materials. Which TQM principle needs more attention?
a)
Total Employee Involvement
b)
Customer Focus
c)
Integrated System
d)
Supplier Quality Management
26.
A clothing brand works with fabric suppliers for quality. Which TQM principle is this an example of?
a)
Total Employee Involvement
b)
Supplier Quality Management
c)
Integrated System
d)
Customer Focus
27.
Why is supplier quality management important in TQM?
a)
It makes suppliers work slower.
b)
It helps get cheaper materials.
c)
It improves raw material quality.
d)
It reduces the number of suppliers.
28.
Which TQM principle says quality also depends on the materials from other companies?
a)
Integrated System
b)
Supplier Quality Management
c)
Customer Focus
d)
Total Employee Involvement
29.
Which of these is a key step in putting TQM into practice?
a)
Keeping quality a secret
b)
Reducing employee training
c)
Training and Education
d)
Ignoring customer feedback
30.
A company wants to start TQM. Which step should top managers do first to show they care?
a)
Lead by their own example
b)
Reward workers for ideas
c)
Train all new employees
d)
Measure product quality
31.
Which company is mentioned as an example of TQM in the automotive industry?
a)
Toyota
b)
Tesla
c)
General Motors
d)
Ford
32.
What is the main goal of Total Quality Management (TQM) in an organization?
a)
To reduce the number of managers
b)
To enhance customer satisfaction
c)
To increase product prices
d)
To lower employee salaries
33.
A team of employees meets weekly to discuss ways to make their work better. What TQM tool are they using?
a)
Control Charts
b)
5 Whys
c)
Benchmarking
d)
Quality Circles
34.
A TQM tool helps employees work together to solve problems. What is this tool?
a)
Quality Circles
b)
5 Whys
c)
Control Charts
d)
Benchmarking
35.
Small groups of employees meeting to solve work problems are called what in TQM?
a)
Management Teams
b)
Employee Committees
c)
Quality Circles
d)
Problem Solvers
36.
A TQM tool helps employees work together to solve problems. Which tool is it?
a)
Control Charts
b)
5 Whys
c)
Benchmarking
d)
Quality Circles
37.
A company wants to improve its customer service. Which TQM tool would best help them find the main reasons for customer complaints?
a)
Pareto Analysis
b)
Benchmarking
c)
Fishbone Diagram
d)
Control Charts
38.
A call center wants to reduce long wait times. Which TQM tool would best help them find the main causes of delays?
a)
Pareto Analysis
b)
Fishbone Diagram
c)
Benchmarking
d)
Control Charts
39.
A TQM tool helps identify causes of a problem. Which tool is it?
a)
Benchmarking
b)
5 Whys
c)
Control Charts
d)
Fishbone Diagram
40.
A TQM tool is used to identify, explore, and display possible causes of a problem. What is it?
a)
Pareto Analysis
b)
Fishbone Diagram
c)
Control Charts
d)
Flowcharts
41.
Which TQM tool is like a fish's skeleton, showing a problem at the head and causes as bones?
a)
Pareto Analysis
b)
Fishbone Diagram
c)
Control Charts
d)
Flowcharts
42.
A store wants to improve customer service. Which TQM tool would best help them find the 20% of issues causing 80% of complaints?
a)
Pareto Analysis
b)
Control Charts
c)
5 Whys
d)
Benchmarking
43.
A restaurant finds 80% of complaints are from 20% of menu items. Which TQM tool helps them fix this?
a)
Quality Circles
b)
Control Charts
c)
Flowcharts
d)
Pareto Analysis
44.
Which TQM tool helps identify the most important problems to fix first?
a)
Pareto Analysis
b)
Flowcharts
c)
Quality Circles
d)
Control Charts
45.
A TQM tool uses the 80/20 rule to find the most important problems. What is this tool?
a)
Pareto Analysis
b)
Control Charts
c)
5 Whys
d)
Benchmarking
46.
A TQM tool helps identify the most significant problems to address. Which tool is it?
a)
Control Charts
b)
Benchmarking
c)
Pareto Analysis
d)
5 Whys
47.
A company wants to make sure its product's size stays the same. Which TQM tool would best help them watch the size over time?
a)
Flowcharts
b)
5 Whys
c)
Control Charts
d)
Benchmarking
48.
A TQM tool helps monitor and control processes over time. Which tool is it?
a)
5 Whys
b)
Control Charts
c)
Benchmarking
d)
Flowcharts
49.
A bakery uses a TQM tool to track bread weight. If weights fall outside limits, they fix it. Which tool is this?
a)
Flowcharts
b)
Control Charts
c)
Fishbone Diagram
d)
Pareto Analysis
50.
A TQM tool shows data points over time with upper and lower limits. What is this tool called?
a)
Control Charts
b)
Pareto Analysis
c)
Flowcharts
d)
Fishbone Diagram
51.
A hospital wants to make patient admission faster. Which TQM tool helps them see each step of the process?
a)
Benchmarking
b)
Control Charts
c)
Flowcharts
d)
5 Whys
52.
A factory wants to reduce waste in its production line. Which TQM tool would best help them map out each step?
a)
5 Whys
b)
Benchmarking
c)
Control Charts
d)
Flowcharts
53.
A TQM tool helps analyze and improve processes by showing steps. Which tool is it?
a)
Benchmarking
b)
5 Whys
c)
Control Charts
d)
Flowcharts
54.
Which TQM tool is a visual map of steps in a process, showing how work flows?
a)
Flowcharts
b)
Control Charts
c)
Fishbone Diagram
d)
Pareto Analysis
55.
A school wants to improve student test scores. Which TQM tool would best help them compare their scores to top schools?
a)
Control Charts
b)
Flowcharts
c)
5 Whys
d)
Benchmarking
56.
A software company compares its customer support times to a top competitor. What TQM tool are they using?
a)
Quality Circles
b)
Fishbone Diagram
c)
Benchmarking
d)
Control Charts
57.
A TQM tool helps identify areas for improvement by comparing to best practices. Which tool is it?
a)
5 Whys
b)
Benchmarking
c)
Control Charts
d)
Flowcharts
58.
A TQM tool compares an organization's performance to industry leaders. What is this tool?
a)
Fishbone Diagram
b)
Control Charts
c)
Pareto Analysis
d)
Benchmarking
59.
A company wants to improve its product quality. Which TQM tool would best help them find the main reasons for defects?
a)
Benchmarking
b)
5 Whys
c)
Flowcharts
d)
Control Charts
60.
A team wants to find the root cause of a machine breaking down. Which TQM tool should they use?
a)
Control Charts
b)
5 Whys
c)
Benchmarking
d)
Quality Circles
61.
Which TQM tool is used to find the main reason a problem happened by asking 'why' many times?
a)
Benchmarking
b)
5 Whys
c)
Control Charts
d)
Quality Circles
62.
What is the main goal of operation management?
a)
To make products that are cheap and fast.
b)
To make products that are good and useful.
c)
To make products that are new and different.
d)
To make products that are easy to sell.
63.
Which of these is a key part of quality in a product?
a)
How many people buy it.
b)
How much it costs to make.
c)
How well it works over time.
d)
How fast it can be made.
64.
A baker makes 50 cakes in 8 hours. Another baker makes 60 cakes in 8 hours. Which baker has higher productivity?
a)
Cannot tell from this info.
b)
Both bakers are equal.
c)
The second baker.
d)
The first baker.
65.
A company makes 100 toys using 10 workers. If they make 120 toys with the same 10 workers, what happened to productivity?
a)
It cannot be known.
b)
It went up.
c)
It went down.
d)
It stayed the same.
66.
A company starts making fewer mistakes. What will happen to the time and money spent on fixing things?
a)
It will be used for new products.
b)
It will go down.
c)
It will stay the same.
d)
It will go up.
67.
A factory makes fewer bad products. What is the most likely result for the factory's productivity?
a)
It will go down.
b)
It will stay the same.
c)
It will be harder to measure.
d)
It will go up.
68.
A company makes 100 shirts. 20 shirts have bad stitching. If they fix 10 shirts, how many are still bad?
a)
90 shirts.
b)
80 shirts.
c)
20 shirts.
d)
10 shirts.
69.
A company makes 100 toys. 10 toys are broken. They fix 5 of them. How many toys are wasted?
a)
10 toys.
b)
5 toys.
c)
90 toys.
d)
100 toys.
70.
A toy company makes 100 toys. 10 toys are broken. They fix 5 of them. How many toys are wasted?
a)
10 toys.
b)
90 toys.
c)
100 toys.
d)
5 toys.
71.
A company makes 100 chairs. 5 chairs are broken. They fix 3 of them. How many chairs are wasted?
a)
95 chairs.
b)
5 chairs.
c)
3 chairs.
d)
2 chairs.
72.
A company makes a new car. It wants the car to be fast and use little gas. Which quality dimension is most important for this goal?
a)
Performance
b)
Features
c)
Reliability
d)
Aesthetics
73.
A business makes a new toy. It wants the toy to be fun and work well. Which two quality dimensions are most important for this goal?
a)
Reliability and Perceived Quality
b)
Aesthetics and Serviceability
c)
Features and Performance
d)
Durability and Conformance
74.
A company makes a new type of light bulb. It wants the bulb to be very bright and use little power. Which quality dimension is most important here?
a)
Features
b)
Performance
c)
Serviceability
d)
Aesthetics
75.
Which dimension of quality describes how well a product does its main job?
a)
Features
b)
Performance
c)
Reliability
d)
Durability
76.
A car's speed and acceleration are examples of which quality dimension?
a)
Performance
b)
Reliability
c)
Aesthetics
d)
Features
77.
A company makes a new phone. It wants the phone to have a big screen and a good camera. Which quality dimension is most important for this goal?
a)
Aesthetics
b)
Features
c)
Reliability
d)
Performance
78.
A toy company wants its new toy to have many sounds and lights. Which quality dimension is most important for this goal?
a)
Durability
b)
Aesthetics
c)
Reliability
d)
Features
79.
A smartphone's high-resolution camera is an example of which quality dimension?
a)
Features
b)
Performance
c)
Durability
d)
Aesthetics
80.
What quality dimension refers to extra characteristics that make a product better?
a)
Features
b)
Aesthetics
c)
Reliability
d)
Performance
81.
A business wants customers to trust its products and buy them again. Which two quality dimensions are most important for this?
a)
Reliability and Durability
b)
Aesthetics and Features
c)
Conformance and Perceived Quality
d)
Performance and Serviceability
82.
A company makes a new type of glue. It wants the glue to hold things together every time. Which quality dimension is most important here?
a)
Serviceability
b)
Features
c)
Reliability
d)
Aesthetics
83.
A company makes a new computer. It wants the computer to work without problems for many years. Which quality dimension is most important for this goal?
a)
Aesthetics
b)
Features
c)
Serviceability
d)
Reliability
84.
A washing machine working for years without repairs shows which quality dimension?
a)
Serviceability
b)
Features
c)
Aesthetics
d)
Reliability
85.
Which quality dimension means a product works well over a long time?
a)
Reliability
b)
Performance
c)
Durability
d)
Features
86.
A company makes a new toy. It wants the toy to be safe for kids to play with. Which quality dimension is most important for this goal?
a)
Aesthetics
b)
Features
c)
Performance
d)
Conformance
87.
A company makes a new type of food. It wants the food to meet all health rules. Which quality dimension is most important here?
a)
Conformance
b)
Features
c)
Performance
d)
Aesthetics
88.
Which quality dimension means a product meets set rules or standards?
a)
Durability
b)
Serviceability
c)
Conformance
d)
Features
89.
Building products to design rules and safety standards shows which quality dimension?
a)
Aesthetics
b)
Features
c)
Conformance
d)
Performance
90.
A company wants its new product to last a long time and be easy to fix. Which two quality dimensions should it focus on?
a)
Conformance and Perceived Quality
b)
Durability and Serviceability
c)
Performance and Reliability
d)
Aesthetics and Features
91.
A company makes a new type of shoe. It wants the shoe to last for many years. Which quality dimension is most important here?
a)
Serviceability
b)
Durability
c)
Features
d)
Aesthetics
92.
High-quality furniture made from solid wood is an example of which quality dimension?
a)
Durability
b)
Aesthetics
c)
Serviceability
d)
Features
93.
Which quality dimension describes how long a product can last?
a)
Reliability
b)
Durability
c)
Features
d)
Performance
94.
A company makes a new type of computer. It wants the computer to be easy to fix. Which quality dimension is most important here?
a)
Features
b)
Aesthetics
c)
Reliability
d)
Serviceability
95.
Which quality dimension means a product is easy to fix and care for?
a)
Serviceability
b)
Reliability
c)
Durability
d)
Features
96.
A company wants its product to look good and feel special. Which two quality dimensions should it focus on?
a)
Durability and Serviceability
b)
Reliability and Conformance
c)
Aesthetics and Perceived Quality
d)
Features and Performance
97.
A company makes a new type of chair. It wants the chair to look very modern. Which quality dimension is most important here?
a)
Performance
b)
Aesthetics
c)
Features
d)
Durability
98.
Which quality dimension is about how a product looks and feels?
a)
Features
b)
Aesthetics
c)
Performance
d)
Reliability
99.
A beautifully designed car that attracts buyers is an example of which quality dimension?
a)
Aesthetics
b)
Features
c)
Durability
d)
Serviceability
100.
A company makes a new type of drink. It wants people to think it's a high-class drink. Which quality dimension is most important here?
a)
Serviceability
b)
Perceived Quality
c)
Features
d)
Aesthetics
101.
Luxury brands costing more due to their name show which quality dimension?
a)
Aesthetics
b)
Serviceability
c)
Features
d)
Perceived Quality
102.
What does ethics refer to in an organization?
a)
Rules for making products fast
b)
Plans for selling new items
c)
Moral principles guiding behavior
d)
Ways to earn more money
103.
A company wants to be known for good products and honest business. What two things should they focus on?
a)
Workers and machines
b)
Ethics and quality
c)
Money and speed
d)
Selling and advertising
104.
A company wants to build trust with customers. What should they do?
a)
Hire many new employees
b)
Sell products at a high price
c)
Be honest about their products
d)
Make products very quickly
105.
Why is ethical behavior important for a business?
a)
It lets companies hire fewer people
b)
It makes products cheaper to buy
c)
It speeds up making new products
d)
It helps build trust with customers
106.
What is the study of what is right and wrong?
a)
Product design
b)
Ethical behavior
c)
Customer service
d)
Quality management
107.
A company wants to make sure its workers are treated fairly. This helps the company in what way?
a)
It makes products faster
b)
It builds trust with employees
c)
It helps sell more products
d)
It makes products cheaper to buy
108.
A company wants to build trust with customers. Which action would be the worst for them to do?
a)
Tell the truth about products
b)
Fix problems quickly for customers
c)
Ask customers for their ideas
d)
Hide bad things about products
109.
A company makes a new drink and says it helps you fly. This is an ethical problem because:
a)
The drink takes too long to make
b)
The company has too many workers
c)
The drink is too expensive to buy
d)
The company is not being honest
110.
Why is it bad for a company to mislead customers?
a)
It can hurt the company's name
b)
It makes products last longer
c)
It makes products cost more money
d)
It helps workers get more rest
111.
A boss gives a promotion to a friend, not the best worker. This is an example of what?
a)
Continuous Improvement
b)
Ethical Dilemma
c)
Fair Treatment
d)
Quality Assurance
112.
A company leader wants to make sure workers are happy. Which action would be the best for the leader to take?
a)
Give workers less work to do
b)
Treat all workers fairly
c)
Tell workers to work faster
d)
Hire fewer workers next year
113.
A company wants to make a new toy. They want to make sure it is safe and fun. What is the best first step for them?
a)
Ask kids if they like the toy
b)
Sell the toy to many stores
c)
Test the toy for safety issues
d)
Plan how to make the toy safe
114.
How does quality management help a company?
a)
It makes workers less busy
b)
It slows down making products
c)
It helps meet customer needs
d)
It makes products more expensive
115.
What is the main goal of quality management?
a)
To advertise products to many people
b)
To hire more employees for the company
c)
To satisfy customer needs and wants
d)
To make products cheaper to produce
116.
A company wants to make sure its products are good. Which is the most important thing for them to do?
a)
Keep products very cheap
b)
Make products very fast
c)
Sell products to many places
d)
Meet customer needs
117.
A company makes a new toy. They want to make sure it is safe and fun. What is the best first step for them?
a)
Ask kids if they like the toy
b)
Plan how to make the toy safe
c)
Sell the toy to many stores
d)
Test the toy for safety issues
118.
A company makes a new phone. They check it for problems before selling. Then, they ask customers what they think. What is the order of these steps?
a)
QC, then QA
b)
QA, then QC
c)
QA, then Continuous Improvement
d)
QC, then Continuous Improvement
119.
What is the main difference between QA and QC?
a)
QA makes products, QC sells them
b)
QA tests products, QC sets standards
c)
QA trains workers, QC hires them
d)
QA prevents defects, QC finds them
120.
Which of these helps prevent defects in products?
a)
Total Quality Management (TQM)
b)
Quality Assurance (QA)
c)
Quality Control (QC)
d)
Continuous Improvement
121.
A company wants to make sure its new toy is safe before selling it. Which part of quality management is this?
a)
Quality Control (QC)
b)
Quality Assurance (QA)
c)
Continuous Improvement
d)
Ethical Dilemma
122.
A company wants to make a new, safe medicine. They need to do QA and QC. Which should they do first?
a)
Both at the same time
b)
QC, then QA
c)
QA, then QC
d)
It does not matter
123.
A company tests every 100th light bulb it makes. Which part of quality management is this?
a)
Quality Assurance (QA)
b)
Ethical Dilemma
c)
Quality Control (QC)
d)
Truthful Advertising
124.
A company wants to make its products better and better. Which idea helps them do this?
a)
Quality Control
b)
Quality Assurance
c)
Continuous Improvement
d)
Ethical Behavior
125.
A hotel asks guests to fill out cards about their stay. Which part of quality management is this?
a)
Ethical Dilemma
b)
Quality Assurance (QA)
c)
Quality Control (QC)
d)
Continuous Improvement
126.
What does 'continuous improvement' mean for a company?
a)
Always making processes better
b)
Making products faster each day
c)
Hiring new workers all the time
d)
Selling more items every month
127.
A company wants to make its products better. Which step should they do first to start continuous improvement?
a)
Hire new workers for the factory
b)
Sell more products to customers
c)
Make products faster than before
d)
Ask customers what they think
128.
A car company checks its cars for safety before selling them. This is like which example in the text?
a)
Hotel using customer feedback
b)
Beverage company boosting energy
c)
Car manufacturer checking parts
d)
Boss favoring certain employees
129.
What does a leader do to help quality management?
a)
They make all the products themselves
b)
They set a good example for workers
c)
They tell workers to work slower
d)
They buy new machines for the factory
130.
A company leader always tells the truth. How does this help the company's quality?
a)
It makes products last a shorter time
b)
It makes products cost less money
c)
It helps workers make better products
d)
It makes workers work slower
131.
A company leader wants workers to care about quality. What is the best way for the leader to show this?
a)
Buy new machines for the factory
b)
Tell workers to work faster
c)
Give workers more money
d)
Show workers how to do good work
132.
Which service quality determinant is about delivering promised services consistently and accurately?
a)
Tangibles
b)
Assurance
c)
Empathy
d)
Reliability
133.
A restaurant promises food in 30 minutes. If it often takes 45 minutes, which determinant is low?
a)
Empathy
b)
Tangibles
c)
Assurance
d)
Reliability
134.
A customer service team takes 10 minutes to solve a problem. Another team takes 5 minutes. Which team is more responsive?
a)
The 5-minute team
b)
The 10-minute team
c)
Both are equally responsive
d)
Neither is responsive enough
135.
A customer has a problem. If the service is responsive, what happens to the problem?
a)
It gets forgotten
b)
It gets solved quickly
c)
It gets ignored
d)
It gets bigger
136.
A hotel staff member quickly brings extra towels. How does this affect customer interaction?
a)
Makes the customer feel ignored
b)
Makes the customer feel important
c)
Makes the customer feel angry
d)
Makes the customer feel confused
137.
Which determinant is about helping customers quickly and solving their problems fast?
a)
Responsiveness
b)
Assurance
c)
Tangibles
d)
Empathy
138.
A customer asks for help, and a staff member quickly comes. Which determinant is this?
a)
Assurance
b)
Responsiveness
c)
Tangibles
d)
Empathy
139.
A bank teller is very kind and knows a lot about money. How does this affect customer trust?
a)
Makes the customer feel angry
b)
Makes the customer feel confused
c)
Makes the customer trust more
d)
Makes the customer trust less
140.
A patient feels safe because a doctor explains a procedure well. What does this show?
a)
The doctor has good tangibles
b)
The doctor has high assurance
c)
The doctor is very responsive
d)
The doctor is very empathetic
141.
Which determinant is about the knowledge and kindness of staff?
a)
Reliability
b)
Empathy
c)
Tangibles
d)
Assurance
142.
A doctor explains a procedure clearly, making a patient feel safe. Which determinant is this?
a)
Assurance
b)
Empathy
c)
Tangibles
d)
Reliability
143.
A customer service person listens carefully and offers a special solution. What is the likely result?
a)
Customer feels ignored
b)
Customer feels valued
c)
Customer feels confused
d)
Customer feels angry
144.
A customer service person shows empathy. What might happen next for the business?
a)
Less repeat business
b)
More repeat business
c)
Negative recommendations
d)
Customers feel confused
145.
Which determinant is about giving caring, personal attention to customers?
a)
Assurance
b)
Empathy
c)
Tangibles
d)
Reliability
146.
A customer service person listens carefully and offers a special solution. Which determinant is this?
a)
Tangibles
b)
Reliability
c)
Empathy
d)
Assurance
147.
A restaurant has clean tables and nice uniforms. How does this affect customer perception?
a)
Makes service seem better
b)
Makes service seem unreliable
c)
Makes service seem worse
d)
Makes service seem confusing
148.
A hotel has old, dirty furniture. Which determinant is making the service seem bad?
a)
Empathy
b)
Reliability
c)
Tangibles
d)
Assurance
149.
A service is reliable but has bad tangibles. Which determinant might customers notice first?
a)
Tangibles
b)
Responsiveness
c)
Assurance
d)
Reliability
150.
Which determinant is about the physical look of a place and its staff?
a)
Reliability
b)
Assurance
c)
Tangibles
d)
Empathy
151.
A hotel lobby is clean and well-kept. Which service quality determinant does this show?
a)
Assurance
b)
Empathy
c)
Tangibles
d)
Reliability
152.
If a business has good reliability, responsiveness, and empathy, what will happen to customer loyalty?
a)
It will go up
b)
It will stay the same
c)
It will become confusing
d)
It will go down
153.
A restaurant is clean (tangibles) but slow (responsiveness). What is the overall service quality likely to be?
a)
Very good
b)
Very bad
c)
Mixed, not great
d)
Perfect, no problems
154.
A business wants to make customers happy and keep them. Which two determinants are most important?
a)
Reliability and Tangibles
b)
Responsiveness and Empathy
c)
Assurance and Reliability
d)
All five determinants
155.
A restaurant is reliable, responsive, and empathetic. What is the likely result for customers?
a)
Less satisfaction
b)
More satisfaction
c)
Feeling confused
d)
Feeling ignored
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