Hierarchy & Servqual Quiz

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Maslow, SERVQUAL, and customer sins.

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Jennylyn Deguzman

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Hierarchy & Servqual Quiz


Hierarchy & Servqual QuizVersión en línea Maslow, SERVQUAL, and customer sins. por Jennylyn Deguzman 1 Who developed the Hierarchy of Needs? a Sigmund Freud b Jean Piaget c Abraham Maslow d Carl Rogers 2 What is the lowest level of Maslow’s Hierarchy of Needs? a Safety Needs b Love/Belonging c Self-Actualization d Physiological Needs 3 What is the highest level of Maslow’s Hierarchy of Needs? a Esteem b Physiological Needs c Love/Belonging d Self-Actualization 4 What is the difference between a need and a want? a A need is optional, a want is essential. b A need is social, a want is personal. c A need is unlimited, a want is limited. d A need is essential, while a want is something desired. 5 Where do wants originate? a Wants originate from marketing. b Wants originate from supply. c Wants originate from needs. d Wants originate from desires. 6 What does SERVQUAL stand for? a Service Quotient b Customer Satisfaction c Service Quality Assurances d Service Quality 7 Which SERVQUAL dimension means providing dependable and accurate service? a Reliability b Responsiveness c Tangibles d Empathy 8 Which SERVQUAL dimension refers to understanding and caring for customers? a Reliability b Tangibles c Empathy d Assurance 9 What type of customer relation responds after a problem occurs? a Predictive Customer Relations b Passive Customer Relations c Reactive Customer Relations d Proactive Customer Relations 10 What type of customer relation acts before a problem occurs? a Passive Customer Relations b Cooperative Customer Relations c Proactive Customer Relations d Reactive Customer Relations 11 Which of the 7 Sins of Customer Relations means showing no interest in helping customers? a Coldness b Runaround c Robotism d Apathy 12 Which sin occurs when an employee ignores or dismisses a customer? a Brush-off b Coldness c Robotism d Rule Book 13 Which sin refers to being unfriendly, distant, or lacking warmth toward customers? a Apathy b Brush-Off c Coldness d Condescension 14 Which sin means treating customers as if they are inferior or less intelligent? a Condescension b Brush-Off c Coldness d Rule Book 15 Which sin happens when a customer is transferred from one employee to another without getting help? a Apathy b Run-around c Condescension d Robotism

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Hierarchy & Servqual Quiz

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Hierarchy & Servqual QuizVersión en línea

por Jennylyn Deguzman

Who developed the Hierarchy of Needs?

What is the lowest level of Maslow’s Hierarchy of Needs?

What is the highest level of Maslow’s Hierarchy of Needs?

What is the difference between a need and a want?

Where do wants originate?

What does SERVQUAL stand for?

Which SERVQUAL dimension means providing dependable and accurate service?

Which SERVQUAL dimension refers to understanding and caring for customers?

What type of customer relation responds after a problem occurs?

What type of customer relation acts before a problem occurs?

Which of the 7 Sins of Customer Relations means showing no interest in helping customers?

Which sin occurs when an employee ignores or dismisses a customer?

Which sin refers to being unfriendly, distant, or lacking warmth toward customers?

Which sin means treating customers as if they are inferior or less intelligent?

Which sin happens when a customer is transferred from one employee to another without getting help?