CMQ-OE

CMQ-OE practice questions, page 23 of 29, with answer review and explanations.

Question 111

Quality function deployment looks at the relationship between all but which of the following components?

  1. Customer wants/needs
  2. Company product/process characteristics
  3. Competitor product performance
  4. Customer service training requirements

Question 112

A focus group consisting of external customers would be useful to: I: Collect data that can be used to construct a customer survey. II: Test the acceptability of a proposed new service. III: Validate customer satisfaction across the entire customer base. IV: Identify ways an existing service could be improved.

  1. I, II, III, and IV
  2. IV only
  3. I, II, and IV only
  4. II and III only

Question 113

Mystery shopping is a term that applies to:

  1. Use of random sampling to collect audit information.
  2. Management by walking around (MBWA) for the retail industry.
  3. Anonymous observation of customer service practices.
  4. Verification of accuracy and reliability of sales data.

Question 114

The first step in a successful customer satisfaction program is to:

  1. Hire and train qualified staff and reward them based on performance.
  2. Get to know the customers’ most pressing needs.
  3. Develop a strategic alliance/partnership with key customers.
  4. Get management commitment to a focus on customers.

Question 115

A listening post is a:

  1. Physical place in the facility where employees gather to discuss comments heard from customers.
  2. Place where customer comments, pro and con, are posted for all employees to see.
  3. Practice whereby surveillance personnel periodically listen in to ongoing conversations between employees and customers for the purpose of identifying employee behavior that can be improved.
  4. Designated individual or group trained to listen carefully to customer comments, and record the comments in a process where the comments can be analyzed (trended) and actions taken to improve customer satisfaction.