CMQ-OE

CMQ-OE practice questions, page 24 of 29, with answer review and explanations.

Question 116

In the development of a consumer appliance product survey which of the following data would likely aid the process? I: An analysis of customer complaints received II: Satisfaction data from a customer focus group III: Number of product defects detected prior to shipments IV: Warranty registration data

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

Question 117

To further improve customer loyalty, an investment service organization may effectively use which of the following strategies? I: A lost-customer analysis - II: Free lessons for customers on how to make wise investments III: A customer panel to determine acceptability of a free quarterly newsletter highlighting the lives of long-term investors IV: Direct computer access to market information and investment analysis data for high-value customers

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

Question 118

The best use of the cost of lost banking customers is to:

  1. Compare this cost from one accounting period to another.
  2. Compare lost-customer costs with costs to obtain new customers, and if the cost of obtaining new customers is greater, refocus efforts on customer retention.
  3. Use these figures to reprimand employees responsible for lost customers.
  4. Justify an initiative to contact lost customers and entice them to come back.

Question 119

One of the most important customer service principles to apply is:

  1. “The customer is always right.”
  2. When dealing with a problem, thank the customer for bringing the problem to you and allowing you to help resolve the problem.
  3. State your organization’s policy regarding handling of such problems.
  4. Be sure the customer realizes you are not responsible for the problem.

Question 120

For a bookseller that sells entirely through a Web site, managing the diversity of customers would entail which of the following? I: Adopting lean techniques to reduce cycle time II: Continually developing new service features to take the place of services that have become “must haves” III: Responding to the needs of a diverse customer base IV: Understanding and working closely with multiple publishers

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