
Customer Expectations
Authored by Kirsty Lindop
Business
Professional Development

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35 questions
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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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