Module 4 Study Questions On Marketing! Trivia
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- 1.
A lot of modern market research is about?
- A.
Tracking customer satisfaction/dissatisfaction
- B.
Tracking trends in demand
- C.
Testing marketing theories
- D.
A and C
- E.
A and B
- F.
B and C
Correct Answer
E. A and BExplanation
Modern market research involves tracking customer satisfaction/dissatisfaction as well as tracking trends in demand. This is because understanding customer satisfaction/dissatisfaction helps businesses improve their products and services, while tracking trends in demand helps them identify market opportunities and make informed business decisions. Testing marketing theories is also a part of market research, but it is not mentioned in the given options. Therefore, the correct answer is A and B.Rate this question:
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- 2.
is used to help define the problem.
- A.
Exploratory research
- B.
Descriptive research
- C.
Cause and effect research
Correct Answer
A. Exploratory researchExplanation
Exploratory research is used to help define the problem. This type of research is conducted when there is limited information available on a particular topic and the researcher wants to gain a better understanding of the problem or phenomenon. It aims to explore and generate insights, rather than test specific hypotheses or establish cause and effect relationships. Exploratory research often involves qualitative methods such as interviews, focus groups, or observations, and it can be a valuable first step in the research process to guide further investigation.Rate this question:
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- 3.
Data collection is the step in the market research process.
- A.
First
- B.
Second
- C.
Third
- D.
Final
Correct Answer
C. ThirdExplanation
The correct answer is "Third". In the market research process, data collection is an essential step. This involves gathering information and data from various sources such as surveys, interviews, observations, and existing databases. Data collection helps in obtaining relevant and accurate information about the target market, consumer behavior, and market trends. It provides valuable insights that can be used to make informed business decisions and develop effective marketing strategies.Rate this question:
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- 4.
The most difficult step in the market research process is .
- A.
Preparing the report
- B.
Analyzing the data
- C.
Choosing the research technique
- D.
Defining the problem and research objective
Correct Answer
D. Defining the problem and research objectiveExplanation
In the market research process, defining the problem and research objective is the most difficult step. This is because it requires a clear understanding of what information is needed and what the goals of the research are. Without a well-defined problem and objective, it can be challenging to gather relevant data and analyze it effectively. This step sets the foundation for the entire research process and influences the accuracy and usefulness of the findings.Rate this question:
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- 5.
The study of whether redesigning an online site increases the sales to click conversion rate is_ .
- A.
Exploratory research
- B.
Descriptive research
- C.
Cause and effect research
Correct Answer
C. Cause and effect researchExplanation
Cause and effect research is the correct answer because it involves investigating the relationship between two variables and determining whether one variable (redesigning an online site) causes a change in the other variable (sales to click conversion rate). This type of research aims to establish a cause-and-effect relationship and determine the impact of certain factors on an outcome. By conducting cause and effect research, one can determine whether redesigning an online site has a direct effect on increasing the sales to click conversion rate.Rate this question:
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- 6.
A lot of data-mining of company sales records involves .
- A.
Cross-sectional research
- B.
Cross-functional research
- C.
Cause and effect research
- D.
Longitudinal research
Correct Answer
D. Longitudinal researchExplanation
Longitudinal research involves collecting data over a period of time to observe changes and trends. In the context of data-mining company sales records, longitudinal research would involve analyzing sales data over a specific time frame to identify patterns, fluctuations, and factors that may have influenced sales performance. This type of research allows for a deeper understanding of sales trends and can help companies make informed decisions about their sales strategies and performance.Rate this question:
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- 7.
Hanging photos of customer visits in meeting rooms ___________ .
- A.
Is distracting
- B.
Is a way of owning the meeting room
- C.
Keeps the focus on the customer
- D.
Should be accompanied by photos of the production process
Correct Answer
C. Keeps the focus on the customerExplanation
Hanging photos of customer visits in meeting rooms keeps the focus on the customer. By displaying these photos, it serves as a constant reminder of the importance of customer relationships and the value they bring to the business. It helps create a customer-centric environment and encourages discussions and decision-making that align with meeting customer needs and expectations.Rate this question:
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- 8.
Observational research led IKEA to design ___________ for its Japanese customers.
- A.
Much smaller furniture
- B.
Much larger furniture
- C.
Much more padded furniture
- D.
A whole new line of furniture
Correct Answer
D. A whole new line of furnitureExplanation
Observational research conducted by IKEA led them to design a whole new line of furniture for their Japanese customers. This suggests that the research findings indicated that the existing furniture designs were not suitable or appealing to the Japanese market, leading IKEA to create a completely new range of furniture specifically tailored to meet the preferences and needs of their Japanese customers.Rate this question:
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- 9.
Qualitative research is?
- A.
Used to learn about customer motivations, beliefs and preferences
- B.
Not representative of the market
- C.
Conducted with small numbers of respondents
- D.
All of the options are true
Correct Answer
D. All of the options are trueExplanation
Qualitative research is a form of research that is used to gain insights into customer motivations, beliefs, and preferences. It is not representative of the entire market as it typically involves a small number of respondents. Therefore, all of the given options are true as qualitative research focuses on understanding customer behavior and opinions rather than generalizing findings to the entire population.Rate this question:
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- 10.
Customer visits are very good for generating .
- A.
Options and sales leads
- B.
Options and new ideas
- C.
New ideas and sales leads
- D.
Options and sales leads
Correct Answer
B. Options and new ideasExplanation
Customer visits are very good for generating options and new ideas. When customers visit a business, they often provide feedback and suggestions that can lead to the generation of new options and ideas. By listening to the customers' needs and preferences, businesses can gain valuable insights that can help them develop new products, services, or improve existing ones. Additionally, customer visits can also lead to the identification of potential sales leads, as businesses can establish relationships and explore new business opportunities with their customers.Rate this question:
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- 11.
When making a customer visit .
- A.
Do not consult the sales, as they will get in the way
- B.
Talk in jargon to impress customers
- C.
Do not prepare a list of questions, keep it spontaneous
- D.
Talk amongst yourselves about what you saw
Correct Answer
D. Talk amongst yourselves about what you sawExplanation
Talking amongst yourselves about what you saw during a customer visit is important because it allows for collaboration and sharing of observations and insights. This can help in gaining a better understanding of the customer's needs and preferences, and also enables the team to brainstorm and come up with potential solutions or strategies. It promotes effective communication and teamwork, which can ultimately lead to a more successful customer visit and better outcomes.Rate this question:
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- 12.
One of the major weaknesses of using qualitative research to select new product development options is .
- A.
The time required
- B.
The cost
- C.
It is qualitative data
- D.
The small sample size
Correct Answer
D. The small sample sizeExplanation
Qualitative research involves gathering data from a small sample size of participants, which can be a major weakness when selecting new product development options. This is because the findings may not be representative of the larger population, leading to biased or limited insights. A small sample size may also result in a lack of diversity and variability in the data, reducing the generalizability of the findings. Therefore, relying solely on qualitative research for decision-making may not provide a comprehensive understanding of the market or consumer preferences.Rate this question:
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- 13.
The step in focus group research is to choose a moderator.
- A.
First
- B.
Second
- C.
Third
- D.
Last
Correct Answer
B. SecondExplanation
The second step in focus group research is to choose a moderator. This is because the moderator plays a crucial role in facilitating the discussion and ensuring that all participants have an opportunity to express their opinions. The moderator should have good communication and interpersonal skills, as well as a neutral and unbiased approach. By selecting a suitable moderator, the focus group is more likely to be productive and generate valuable insights.Rate this question:
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- 14.
How many focus groups should you run?
- A.
1-4
- B.
5-8
- C.
Until you learn nothing more
- D.
Until you have a representative sample
Correct Answer
C. Until you learn nothing moreExplanation
The correct answer is "Until you learn nothing more." This means that you should continue running focus groups until you have gathered all the necessary information and insights. Once you reach a point where running more focus groups does not provide any new or valuable insights, you can stop conducting them. The goal is to gather as much knowledge and understanding as possible through the focus groups, and this answer emphasizes the importance of continuing until you have learned everything you need to know.Rate this question:
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- 15.
Focus groups can be used to make go-no go decisions when .
- A.
You have a very good moderator
- B.
You ask the right questions
- C.
The reaction is extreme
- D.
The reaction is lukewarm and divided
Correct Answer
C. The reaction is extremeExplanation
Focus groups can be used to make go-no go decisions when the reaction is extreme. This means that if the participants' responses are extremely positive or extremely negative, it can provide valuable insights for decision-making. Extreme reactions indicate a strong preference or dislike for a product, service, or idea, which can help determine whether to proceed with it or not. These strong reactions are often indicative of potential success or failure in the market, making them useful for making go-no go decisions.Rate this question:
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- 16.
It is to have management watch a focus group as they will want to interrupt and add new questions to be asked.
- A.
A good idea
- B.
Not a good idea
- C.
Very frustrating and disruptive
- D.
Very uncommon
Correct Answer
A. A good ideaExplanation
Having management watch a focus group is considered a good idea because it allows them to directly observe the feedback and opinions of the participants. This firsthand experience can provide valuable insights and help management make informed decisions. Additionally, it demonstrates a commitment to understanding the needs and preferences of customers or target audiences.Rate this question:
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- 17.
A probability sample is a sample where all respondents in the population or segment to be studied have of being chosen to be in the sample from the population/segment being studied.
- A.
An unknown probability
- B.
A known chance
- C.
A known (non-zero) chance
- D.
A known probability
Correct Answer
C. A known (non-zero) chanceExplanation
A probability sample is a sample where all respondents in the population or segment to be studied have a known (non-zero) chance of being chosen to be in the sample from the population/segment being studied. This means that each individual or element in the population has a chance of being selected for the sample, and this chance is not zero. This ensures that the sample is representative of the population and helps to minimize bias in the study.Rate this question:
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- 18.
Typical samples range in size from?
- A.
50-100
- B.
100-200
- C.
200-500
- D.
400-1000
Correct Answer
D. 400-1000Explanation
Typical samples range in size from 400 to 1000. This means that the size of samples usually falls within this range. It is common to collect samples that are neither too small nor too large, as this range allows for a sufficient amount of data to be gathered without overwhelming the analysis process.Rate this question:
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- 19.
A survey of a whole population is called .
- A.
A 100% sample
- B.
A precise sample
- C.
A census
- D.
A waste of money
Correct Answer
C. A censusExplanation
A census is a survey of a whole population, meaning that every member of the population is included in the survey. This method provides a comprehensive and accurate representation of the entire population, allowing for more precise analysis and decision-making. It is considered a reliable and valuable tool for collecting data and understanding the characteristics and needs of a population.Rate this question:
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- 20.
Online research samples are representative of the whole population.
- A.
Not
- B.
Sometimes
- C.
Frequently
- D.
Always
Correct Answer
A. NotExplanation
The given answer "Not" suggests that online research samples are not representative of the whole population. This means that the samples obtained through online research may not accurately reflect the characteristics, opinions, or behaviors of the entire population being studied. It implies that there may be biases or limitations in online research samples that prevent them from being truly representative.Rate this question:
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- 21.
If you increase the size of a sample four times you the precision.
- A.
Halve
- B.
Double
- C.
Triple
- D.
Quadruple
Correct Answer
B. DoubleExplanation
If you increase the size of a sample four times, you double the precision. This is because increasing the sample size reduces the margin of error and increases the accuracy of the results. Doubling the sample size will result in a more precise estimate or measurement, as there will be more data points to analyze and a smaller chance of random variation affecting the results.Rate this question:
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- 22.
A convenience sample is a sample that is gathered from?
- A.
Convenience shoppers
- B.
A convenient pool of customers or potential customers
- C.
Standing outside restrooms
- D.
Interviewing convention participants
Correct Answer
B. A convenient pool of customers or potential customersExplanation
A convenience sample is a sample that is gathered from a convenient pool of customers or potential customers. This means that the individuals included in the sample are selected based on their accessibility and willingness to participate, rather than being chosen through a random or systematic sampling method. This type of sampling is often used in situations where it is difficult or impractical to gather a representative sample from the entire population of interest.Rate this question:
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- 23.
Non-response error is most effectively avoided by?
- A.
Eliminating non-respondents from the sample
- B.
Persistently asking reluctant respondents to participate
- C.
Interviewer politeness
- D.
Paying the respondents generously for their response time and effort
Correct Answer
D. Paying the respondents generously for their response time and effortExplanation
Paying the respondents generously for their response time and effort is the most effective way to avoid non-response error. This is because offering a generous incentive motivates individuals to participate in the survey, increasing the response rate. When respondents are compensated adequately, they are more likely to take the time to complete the survey and provide accurate information. This helps to minimize the bias that can arise from non-response, ensuring a more representative sample and improving the overall quality of the data collected.Rate this question:
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- 24.
Consumers are often reluctant to participate in survey research because?
- A.
They are so busy
- B.
The incentives are too little
- C.
They suspect the study is bogus and really a sales pitch
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
Consumers are often reluctant to participate in survey research for various reasons. Firstly, they may be too busy with their daily lives and find it difficult to take out time for surveys. Secondly, if the incentives offered for participating in the survey are too little or not attractive enough, consumers may not feel motivated to take part. Lastly, consumers may suspect that the study is not genuine and actually a sales pitch or a way to gather personal information. Therefore, all of these factors contribute to consumers' reluctance to participate in survey research.Rate this question:
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- 25.
The online chatter about your products, service and marketing is sometimes called?
- A.
Word-of-mouth
- B.
Gossip
- C.
Word-of-mouse
- D.
Social influence
Correct Answer
C. Word-of-mouseExplanation
Word-of-mouse refers to the online chatter and discussions that occur on social media platforms, review websites, and other online channels about a company's products, services, and marketing efforts. It highlights the influence of online word-of-mouth and the power of social media in shaping consumer opinions and behaviors.Rate this question:
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- 26.
An advantage of online market research is _______________.
- A.
It reduces errors
- B.
It reduces cost
- C.
It is far faster
- D.
It increases the quality of open-ended question responses
- E.
All of the options are true
Correct Answer
E. All of the options are trueExplanation
Online market research offers several advantages, including reducing errors, cost, and time. By conducting research online, there is less room for human error in data entry or analysis. Additionally, online research eliminates the need for physical resources and travel expenses, making it a cost-effective option. Furthermore, online surveys and questionnaires can be distributed and completed quickly, allowing for faster data collection and analysis. Lastly, online market research can enhance the quality of open-ended question responses by providing a comfortable and anonymous environment for participants to express their opinions.Rate this question:
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- 27.
According to Webster’s dictionary, culture is .
- A.
The sum total of the ways of living built up by a group of human beings and transmitted from one generation to another
- B.
A stage of civilization of a certain nation or period
- C.
The behaviors and beliefs of a particular social, ethnic or age group
- D.
All of these options are correct
Correct Answer
D. All of these options are correctExplanation
Culture, according to Webster's dictionary, can be defined as the sum total of the ways of living built up by a group of human beings and transmitted from one generation to another. It can also refer to a stage of civilization of a certain nation or period. Additionally, culture encompasses the behaviors and beliefs of a particular social, ethnic, or age group. Therefore, all of the given options are correct in describing culture according to Webster's dictionary.Rate this question:
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- 28.
Today’s cultures (defined as stages of civilization of a nation) are also very dynamic and largely changed by .
- A.
Their developing economies and evolving trade with other countries
- B.
Their religious leaders
- C.
Their political leaders
- D.
Their media
Correct Answer
A. Their developing economies and evolving trade with other countriesExplanation
Today's cultures are influenced and shaped by their developing economies and evolving trade with other countries. Economic growth and international trade have a significant impact on a nation's culture as it introduces new ideas, technologies, and products from different parts of the world. This exchange of goods and services can lead to the adoption of new practices, beliefs, and values, ultimately altering the cultural landscape. Additionally, economic development can bring about social changes, such as urbanization and migration, which further contribute to cultural transformation.Rate this question:
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- 29.
Over the last 40 years, with many more female heads of household working, the median household income in the U.S. has increased by about _.
- A.
20%
- B.
30%
- C.
40%
- D.
More than 50%
Correct Answer
A. 20%Explanation
Over the last 40 years, the median household income in the U.S. has increased by about 20%. This can be attributed to the increase in the number of female heads of household working. As more women enter the workforce and contribute to the household income, the overall median household income has risen. This indicates a positive trend in terms of economic growth and gender equality in the workforce.Rate this question:
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- 30.
As income rises, more activities can be or have to be squeezed into leisure time. The result is that the perceived value of free time increases and produces what has been called_ _.
- A.
The hurried leisure class
- B.
The harried leisure class
- C.
The frantic leisure class
- D.
The free-riding leisure class
Correct Answer
B. The harried leisure classExplanation
As income rises, individuals have more activities and responsibilities to fit into their limited leisure time. This can lead to feelings of being rushed, stressed, and overwhelmed, creating what is known as the "harried leisure class." This term describes a group of people who have the financial means to engage in leisure activities but are constantly busy and find it difficult to truly relax and enjoy their free time.Rate this question:
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- 31.
Most social influence today is through:
- A.
YouTube
- B.
Facebook
- C.
LinkedIn
- D.
Person to person
Correct Answer
D. Person to personExplanation
Person to person influence refers to the impact that individuals have on each other's thoughts, opinions, and behaviors through direct interactions. This form of social influence has been prevalent since the beginning of human civilization and continues to play a significant role in shaping attitudes and decisions. While platforms like YouTube, Facebook, and LinkedIn also contribute to social influence, person to person interactions have a more personal and immediate effect, allowing for deeper connections and trust-building.Rate this question:
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- 32.
of 18-21 year old U.S. online users publish a web page, write blogs or upload videos.
- A.
16%
- B.
25%
- C.
37%
- D.
52%
Correct Answer
C. 37%Explanation
37% of 18-21 year old U.S. online users publish a web page, write blogs or upload videos.Rate this question:
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- 33.
The Rogers diffusion curve analysis of buyers has categories.
- A.
Three
- B.
Four
- C.
Five
- D.
Seven
Correct Answer
C. FiveExplanation
The Rogers diffusion curve analysis of buyers has five categories. This analysis is based on the diffusion of innovations theory, which suggests that the adoption of new products or ideas follows a predictable pattern. The five categories in the diffusion curve analysis are innovators, early adopters, early majority, late majority, and laggards. These categories represent different segments of the population based on their willingness to adopt new innovations.Rate this question:
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- 34.
According to Rogers, % of buyers are innovators or early adopters.
- A.
10%
- B.
16%
- C.
20%
- D.
30%
Correct Answer
B. 16%Explanation
According to Rogers, 16% of buyers are innovators or early adopters. This means that a relatively small percentage of the population is willing to try out new products or ideas before they become mainstream. These individuals are typically more open to change and are often influential in shaping the opinions and behaviors of others.Rate this question:
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- 35.
Which of the following is the reason why we develop habits?
- A.
What has worked in the past (rewarded us) is likely to work again (reward us again) in the future
- B.
Habits allow us to save time making decisions and be thinking of other things as we do them
- C.
Habitual shopping routines can often be executed more efficiently than new behaviors
- D.
Habitual shopping provides a sense of discipline, order and control in our lives
- E.
All of the above
Correct Answer
E. All of the aboveExplanation
Developing habits serves multiple purposes. Firstly, what has been rewarding in the past is likely to be rewarding in the future, so developing habits based on past successes can increase the likelihood of future rewards. Secondly, habits allow us to save time and mental energy by automating certain behaviors, freeing up our minds to focus on other things. Thirdly, habitual shopping routines can be more efficient than constantly trying new behaviors. Lastly, developing habits can provide a sense of discipline, order, and control in our lives. Therefore, all of the given options are valid reasons for why we develop habits.Rate this question:
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- 36.
The best time to influence shopping and consumption values, beliefs and habits is when consumers are between _.
- A.
0-15
- B.
16-30
- C.
31-45
- D.
46-60
Correct Answer
A. 0-15Explanation
The best time to influence shopping and consumption values, beliefs, and habits is when consumers are between 0-15. This is because during this age range, individuals are more susceptible to external influences and are still forming their beliefs and habits. They are more likely to be influenced by advertisements, peer pressure, and societal norms, which can shape their future shopping and consumption behaviors.Rate this question:
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- 37.
Habitual behavior .
- A.
Is never lost
- B.
Can be lost by a single little mistake
- C.
Can be lost by a series of little mistakes
- D.
Can be lost by something going really wrong
Correct Answer
D. Can be lost by something going really wrong -
- 38.
Evolution has endowed us with habits and that influence our shopping search.
- A.
A sense of humor
- B.
Ability to think ahead
- C.
Tolerance
- D.
Curiosity and boredom
Correct Answer
D. Curiosity and boredomExplanation
Our evolutionary background has shaped our behaviors and preferences, including those related to shopping. Curiosity and boredom are two such habits that influence our shopping search. Curiosity drives us to explore new products and experiences, seeking novelty and satisfaction. Boredom, on the other hand, pushes us to seek stimulation and excitement, leading us to constantly search for new items to alleviate our boredom. These two habits, curiosity and boredom, play a significant role in shaping our shopping behavior and choices.Rate this question:
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- 39.
Our attitudes, opinions, interests, hobbies and passions are called our _.
- A.
Personality
- B.
Sense of self
- C.
Psychographics
- D.
Demographics
- E.
Valuegraphics
Correct Answer
C. PsychograpHicsExplanation
Psychographics refers to the study and analysis of individuals' attitudes, opinions, interests, hobbies, and passions. It focuses on understanding their psychological and behavioral characteristics, which help in segmenting and targeting specific groups of people based on their lifestyle, values, and motivations. This term is commonly used in marketing and market research to gain insights into consumer behavior and tailor products and services accordingly.Rate this question:
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- 40.
In complex searches, shoppers stop searching and purchase when they .
- A.
Find exactly what they want
- B.
Perceive that further search is not worth the effort
- C.
Either A or B
- D.
All of the above
Correct Answer
C. Either A or BExplanation
In complex searches, shoppers may stop searching and make a purchase when they either find exactly what they want or perceive that further search is not worth the effort. This means that they may be satisfied with the options they have found so far or they may feel that continuing to search will not yield better results. Therefore, the correct answer is either A or B.Rate this question:
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- 41.
A(n) indicator of changing behavior is changing beliefs about the performance of products and services supplied to the market.
- A.
Important
- B.
Leading
- C.
Lagging
- D.
Reliable
Correct Answer
B. LeadingExplanation
Changing beliefs about the performance of products and services supplied to the market can be seen as an indicator of changing behavior. In this context, "leading" refers to something that comes before or precedes a certain outcome or event. Therefore, if beliefs about performance are changing, it suggests that behavior is likely to change in the future, making "leading" the correct answer.Rate this question:
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- 42.
Consumer belief about whether they are going to be better off, worse off or the same in the future is called _.
- A.
Consumer sentiment
- B.
Consumer competence
- C.
Consumer optimism
- D.
Consumer confidence
Correct Answer
D. Consumer confidenceExplanation
Consumer confidence refers to the belief or perception that consumers have about their future financial situation. It reflects their optimism or pessimism about the overall state of the economy and their personal financial prospects. It is an important indicator of consumer behavior and can impact their willingness to spend or save.Rate this question:
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- 43.
of consumers believe that within five years they will go strongly green in their lifestyle and purchasing.
- A.
25%
- B.
35%
- C.
50%
- D.
65%
Correct Answer
C. 50%Explanation
The correct answer is 50%. This means that half of the consumers believe that within five years they will adopt a strongly green lifestyle and purchasing habits.Rate this question:
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- 44.
The lawn care example teaches us that a very important growth and profit opportunity is advertising to consumers who hold _beliefs about your product.
- A.
Negative
- B.
No
- C.
Uncertain
- D.
Positive
Correct Answer
B. NoExplanation
The lawn care example suggests that advertising to consumers who hold negative beliefs about your product is not a growth and profit opportunity. This implies that targeting consumers who have positive or uncertain beliefs about your product may be more beneficial for the business.Rate this question:
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- 45.
The key determinant of marketing success is fussing about the best measurement of customer satisfaction.
- A.
Always
- B.
Sometimes
- C.
Not
- D.
Never
Correct Answer
C. NotExplanation
The statement suggests that the key determinant of marketing success is not fussing about the best measurement of customer satisfaction. This implies that focusing too much on finding the perfect measurement of customer satisfaction may not necessarily lead to marketing success. It could be more important to focus on other factors such as product quality, customer service, and effective communication with customers.Rate this question:
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- 46.
Increased customer satisfaction is creator of capital.
- A.
An occasional
- B.
A minor
- C.
A major
- D.
A reliable
Correct Answer
C. A majorExplanation
Increased customer satisfaction is a significant factor in creating capital for a business. When customers are satisfied with a company's products or services, they are more likely to become repeat customers and recommend the business to others. This leads to increased sales and revenue, which in turn contributes to the growth and success of the company. Therefore, customer satisfaction plays a major role in generating capital for a business.Rate this question:
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- 47.
When customer satisfaction determines promotion, managers___________ .
- A.
Go to bed at night thinking about customer satisfaction
- B.
Often object because it is unfair
- C.
Fudge the satisfaction surveys they collect from customers
- D.
Are delighted
Correct Answer
A. Go to bed at night thinking about customer satisfactionExplanation
Managers who know that customer satisfaction determines their promotion are likely to go to bed at night thinking about customer satisfaction. This suggests that they are highly concerned about meeting the needs and expectations of their customers. They understand the importance of ensuring customer satisfaction in order to succeed in their roles and advance in their careers. By constantly thinking about customer satisfaction, managers can strategize and implement effective measures to enhance the customer experience and ultimately achieve their professional goals.Rate this question:
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- 48.
Which of the following statements about the customer service feedback effect is false?
- A.
A decrease in employee benefits and wages leads to a decrease in employee morale
- B.
An increase in employee morale leads to an increase in service quality
- C.
An increase in customer satisfaction leads to increased rewards to employees
- D.
A one time bonus can trigger a positive feedback effect
- E.
A feedback-effect always produces positive outcomes
Correct Answer
E. A feedback-effect always produces positive outcomesExplanation
The given correct answer for this question is "A feedback-effect always produces positive outcomes." This statement is false because a feedback-effect does not always produce positive outcomes. Feedback can be both positive and negative, and its impact on outcomes depends on various factors such as the nature of the feedback, how it is delivered, and the actions taken in response to it.Rate this question:
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- 49.
Which of the three measures of satisfaction is the gold standard?
- A.
“I am completely satisfied…”
- B.
“I will purchase again”
- C.
“I will recommend to friends”
- D.
All three are the gold standard
Correct Answer
C. “I will recommend to friends”Explanation
The answer "I will recommend to friends" is considered the gold standard measure of satisfaction because it indicates not only that the person is satisfied with the product or service but also that they are willing to endorse it to others. This measure suggests that the individual has had such a positive experience that they are confident in recommending it to their friends, which is a strong indicator of overall satisfaction and perceived value.Rate this question:
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- 50.
The well-managed firm tracks and broadcasts across its organization which of the following?
- A.
Truly unsolicited letters and e-mails of thanks
- B.
Letters and e-mails complaining, ranking of complaints
- C.
Returns and reasons for returns ranked
- D.
B and C above
- E.
All of the above
Correct Answer
E. All of the aboveExplanation
The well-managed firm tracks and broadcasts all of the above mentioned information across its organization. This includes truly unsolicited letters and emails of thanks, letters and emails complaining, ranking of complaints, as well as returns and reasons for returns ranked. By doing so, the firm can gain valuable insights into customer satisfaction, areas of improvement, and overall performance, allowing them to make informed decisions and take necessary actions to enhance their operations.Rate this question:
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Current Version
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Nov 16, 2023Quiz Edited by
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Nov 14, 2010Quiz Created by
Amphib2007
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