Question

29. In purchasing a product, consumers generally evaluate the total package of goods and services offered by a business.  This refers to the _____ perspective of quality.   a. Value perspective b. Product perspective c. User perspective d. Manufacturing perspective

30. The value perspective defines quality of a product on the basis of the a. ability of the product to perform its intended function. b. relationship of product benefits to price. c. quantity of some product attribute. d. product’s conformance to its specifications.

31. In determining whether a process is in statistical control, the _____ should be analyzed first. a. R-chart b. upper and lower control limits c. -chart d. center line

32.  Which of the following is the most important purpose of customer relationship management (CRM)?

            a. Cross-selling goods and services

            b. Gathering information

            c.  Market information analysis

            d. Increasing customer satisfaction and loyalty.

Answer 1

29) a

The total package of goods and services offered by business is Value perspective assessment of quality. The user perspective relates to use of product or service by the customer

30) b

The value perspective relates to the benefit being derived by customer from the product for the price at which it is offered. Then only, the real value of product is known

31) b

The upper and lower control limits are important to first analyze whether process is in control or not. If value is beyond the limit, it means process is not in control

32) d

The aim of customer relationship management is to increase the customer satisfaction and loyalty by constantly being in touch and gathering all the critical information