Q.1.
The state of affairs in which customers feel that their expectations have been met by the product features is known as ______________
Q.2.
The state of affairs in which deficiencies (in goods or services) result in customer annoyance and complaints is known as ______________
Q.3.
Sam purchased a pen from the market. The pen was not working clearly, legibly and smoothly. Where did the manufacturer fail in terms of satisfying the needs of the customer?
Q.4.
The stated needs are the needs which the customer specifies for procurement of goods or services.
Q.5.
The two categories of products are _____ and _____
Q.6.
Which of the following does not fit in the category of Goods?
Q.7.
Which of the following does not fit in the category of Services?
Q.8.
Service also includes support activities within companies, e.g., payroll preparation, secretarial support, and plant maintenance.
Q.9.
The property that is possessed with a product and that is intended to meet certain customers’ needs and thereby provide customer satisfaction is called _________
Q.10.
Which of the following does not fit in the category of Product Feature?
Q.11.
Someone who receives or is affected by the product or process is called a _______
Q.12.
The two types of customers are ______ and ______
Q.13.
Which of the following does not fit in the category of External Customers?
Q.14.
Which of the following does not fit in the category of Internal Customers?
Q.15.
Which of the following is not a measure of Product Deficiency?