SM Ch.03 Quiz 8.09.2025

What does the acronym TOFU stand for in the customer journey funnel?

• Top of Funnel

• Total Offer For Users

• Transactional Offer Finalized Unit

• Technical Operations Framework

According to the RATER model, which dimension refers to the 'physical facilities, equipment, and appearance of personnel'?

• Reliability

• Assurance

• Tangibles

• Empathy

In the GAP Model, which gap is the difference between customer expectations and management's perception of those expectations?

• Standards Gap

• Delivery Gap

• Knowledge Gap

• Communications Gap

Which company was cited as an example for using virtual try-ons (MOFU tactic) by 8 million users a month?

• Swiggy

• Nykaa

• Policybazaar

• Zomato

The Servuction Model separates service elements into what two categories?

• Digital and Physical

• Visible (frontstage) and Invisible (backstage)

• Reliable and Unreliable

• Pre-sale and Post-sale

According to the presentation, what was the result of HDFC Bank reducing its complaint resolution time from 48 to 4 hours?

• 35% reduction in churn

• 27% rise in cross-selling

• 18% increase in employee satisfaction

• 22% larger fleet during rains

Which GAP is most directly addressed by 'AI-driven staff training,' as implemented by HDFC Bank?

• Gap 1 (Knowledge Gap)

• Gap 2 (Standards Gap)

• Gap 3 (Delivery Gap)

• Gap 4 (Communications Gap)

For a fitness app like HealthFit, receiving complaints about 'unresponsive trainers' primarily indicates a failure in which two ServQual dimensions?

• Tangibles and Empathy

• Reliability and Assurance

• Responsiveness and Assurance

• Empathy and Reliability

Ola's strategy of incentivizing driver logins during rains to increase its fleet by 22% is an example of:

• Service Recovery

• Demand-Capacity Management

• TOFU Awareness

• Bridging the Standards Gap

What is the primary goal of the Service Recovery process?

• To punish employees for service failures

• To retain customers after a service failure

• To lower initial service costs

• To create new advertising campaigns