Question 1

According to Gersuny and Rosengren, customers have four distinct roles. Which of the following is one of them?

Accepted Answer

A)   Distributor
B)   Supplier
C)   Coworker
D)   Employer

Question 2

_____ are measurable performance levels or expectations that define the quality of customer contact.

Accepted Answer

A)   Satisfaction standards
B)   Features and benefits
C)   Contact quality measures
D)   Service standards

Question 3

List the practices used to improve customer-supplier relationships.

Accepted Answer

The most basic practices for dealing wit...

Question 4

In the context of integrative bargaining, fair solutions result from deciding on the:

Accepted Answer

A)   criteria on which to evaluate the result.
B)   personalities of the negotiators.
C)   feasibility of the solution.
D)   degree of compromise the adversary is willing to make.

Question 5

Firms pursuing TQ aim to reduce the number of suppliers they work with to the point of having only one supplier for some components.

Accepted Answer

A) True 
 B)False

Question 6

In relation to the practices for dealing with customers, _____ is the next step after people in the organization have gathered information about customer needs.

Accepted Answer

A)   using the information to create process variance
B)   measuring customers' levels of loyalty and engagement
C)   measuring customers' perceptions of satisfaction
D)   broadcasting the information collected within the organization

Question 7

The first and most obvious practice to achieve performance excellence is that purchasing decisions should be based only on the product's cost.

Accepted Answer

A) True 
 B)False

Question 8

Both RDP and TQ share the idea that:

Accepted Answer

A)   organizations must exclusively focus on satisfying the demands of the customers.
B)   interdependence should be managed by gaining total control over the other organization.
C)   managing interdependencies with other organizations is a key to success.
D)   the sources of an organization's success lie within its boundaries. C

Question 9

Moments of truth may be direct contacts with customer representatives or service personnel, or when customers read letters, invoices, or other company correspondence.

Accepted Answer

A) True 
 B)False

Question 10

From the total quality (TQ) perspective, every company is part of a long chain of customers and suppliers.

Accepted Answer

A) True 
 B)False

Question 11

What are the key principles for effective customer-supplier relationships?

Accepted Answer

Three governing principles describe CSRs...

Question 12

Security concerns in customer-supplier relationships can be dealt with through nondisclosure agreements.

Accepted Answer

A) True 
 B)False

Question 13

As per the net promoter score, scores of 9 and 10 are usually associated with _____.

Accepted Answer

A)   promoters
B)   passives
C)   detractors
D)   dissatisfiers

Question 14

In a product market transaction, customer satisfaction or dissatisfaction takes place during moments of truth.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following terms refer to meeting customer needs rather than simply trying to conform to specifications?

Accepted Answer

A)   Policy deployment
B)   Fitness for use
C)   Least cost benefit
D)   Benchmarking B

Question 16

Customers are more likely to switch because of product quality issues than for perceived service problems.

Accepted Answer

A) True 
 B)False

Question 17

One of the key principles of integrative bargaining says that fair solutions result from the personalities of the negotiators rather than deciding on the criteria on which to evaluate the result.

Accepted Answer

A) True 
 B)False

Question 18

_____ are those companies that provide the organization with goods and services that help them to satisfy the needs of their own customers.

Accepted Answer

A)   Delighters
B)   Suppliers
C)   Retailers
D)   Satisfiers B

Question 19

_____ is the difference in the percentage of promoters and detractors.

Accepted Answer

A)   collaboration spectrum
B)   net promoter score
C)   imprint scale
D)   core competency score

Question 20

List the key ideas of integrative bargaining.

Accepted Answer

The key ideas of integrative bargaining ...

Exam 6: Quality in Customer Supplier Relationships

According to Gersuny and Rosengren, customers have four distinct roles. Which of the following is one of them?

Correct AnswerverifiedShow Answer

_____ are measurable performance levels or expectations that define the quality of customer contact.

Correct AnswerverifiedShow Answer

List the practices used to improve customer-supplier relationships.

Correct AnswerverifiedThe most basic practices for dealing wit...View AnswerShow Answer

In the context of integrative bargaining, fair solutions result from deciding on the:

Correct AnswerverifiedShow Answer

Firms pursuing TQ aim to reduce the number of suppliers they work with to the point of having only one supplier for some components.

Correct AnswerverifiedShow Answer

In relation to the practices for dealing with customers, _____ is the next step after people in the organization have gathered information about customer needs.

Correct AnswerverifiedShow Answer

The first and most obvious practice to achieve performance excellence is that purchasing decisions should be based only on the product's cost.

Correct AnswerverifiedShow Answer

Both RDP and TQ share the idea that:

Correct AnswerverifiedC

Moments of truth may be direct contacts with customer representatives or service personnel, or when customers read letters, invoices, or other company correspondence.

Correct AnswerverifiedShow Answer

From the total quality (TQ) perspective, every company is part of a long chain of customers and suppliers.

Correct AnswerverifiedShow Answer

What are the key principles for effective customer-supplier relationships?

Correct AnswerverifiedThree governing principles describe CSRs...View AnswerShow Answer

Security concerns in customer-supplier relationships can be dealt with through nondisclosure agreements.

Correct AnswerverifiedShow Answer

As per the net promoter score, scores of 9 and 10 are usually associated with _____.

Correct AnswerverifiedShow Answer

In a product market transaction, customer satisfaction or dissatisfaction takes place during moments of truth.

Correct AnswerverifiedShow Answer

Which of the following terms refer to meeting customer needs rather than simply trying to conform to specifications?

Correct AnswerverifiedB

Customers are more likely to switch because of product quality issues than for perceived service problems.

Correct AnswerverifiedShow Answer

One of the key principles of integrative bargaining says that fair solutions result from the personalities of the negotiators rather than deciding on the criteria on which to evaluate the result.

Correct AnswerverifiedShow Answer

_____ are those companies that provide the organization with goods and services that help them to satisfy the needs of their own customers.

Correct AnswerverifiedB

_____ is the difference in the percentage of promoters and detractors.

Correct AnswerverifiedShow Answer

List the key ideas of integrative bargaining.

Correct AnswerverifiedThe key ideas of integrative bargaining ...View AnswerShow Answer

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C

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Three governing principles describe CSRs...
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B

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B

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The key ideas of integrative bargaining ...
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