Short Quiz

Customers are the end-users.

• True

• False

The easiest way to identify customers is to think in terms of customer-supplier relationships.

• True

• False

It could be other departments or processes within the organization or individual.

• Customer

• Internal customer

• External customer

Are those who fall between the organization and the consumer, but are not part of the organization.

• Customer

• Internal customer

• External customer

It is the process of dividing customers into smaller groups with the same needs and wants.

• Customer segmentation

• Geography

• Demographic factors

_______ is how a product looks, feels, sounds tastes, or smells.

• Performance

• Features

• Aesthetics

A product's primary operating characteristics.

• Performance

• Features

• Reliability

_______ the "bells and whistles" of a product.

• Features

• Reliability

• Conformance

It is the amount of use one gets from a product before it physically deteriorates or until replacement is pre-established standards

• Reliability

• Serviceability

• Durability

The willingness to help customers and provide prompt service.

• Assurance

• Empathy

• Responsiveness