ASQ ASQ Certifications CMQ-OE Questions & Answers

• Question 521:

  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

  A.

  I only

  B.

  I, II, III, and IV

  C.

  I and II only

  D.

  I, II, and IV only

  Correct Answer: A

• Question 522:

  A listening post is a:

  A. Physical place in the facility where employees gather to discuss comments heard from customers.

  B. Place where customer comments, pro and con, are posted for all employees to see.

  C. Practice whereby surveillance personnel periodically listen in to ongoing conversations between employees and customers for the purpose of identifying employee behavior that can be improved.

  D. Designated individual or group trained to listen carefully to customer comments, and record the comments in a process where the comments can be analyzed (trended) and actions taken to improve customer satisfaction.

  Correct Answer: D

• Question 523:

  The first step in a successful customer satisfaction program is to:

  A. Hire and train qualified staff and reward them based on performance.

  B. Get to know the customers' most pressing needs.

  C. Develop a strategic alliance/partnership with key customers.

  D. Get management commitment to a focus on customers.

  Correct Answer: D

• Question 524:

  Mystery shopping is a term that applies to:

  A. Use of random sampling to collect audit information.

  B. Management by walking around (MBWA) for the retail industry.

  C. Anonymous observation of customer service practices.

  D. Verification of accuracy and reliability of sales data.

  Correct Answer: C

• Question 525:

  A focus group consisting of external customers would be useful to:

  I. Collect data that can be used to construct a customer survey.

  II. Test the acceptability of a proposed new service.

  III. Validate customer satisfaction across the entire customer base.

  IV.

  Identify ways an existing service could be improved.

  A.

  I, II, III, and IV

  B.

  IV only

  C.

  I, II, and IV only

  D.

  II and III only

  Correct Answer: C

• Question 526:

  Quality function deployment looks at the relationship between all but which of the following components?

  A. Customer wants/needs

  B. Company product/process characteristics

  C. Competitor product performance

  D. Customer service training requirements

  Correct Answer: D

• Question 527:

  Which of the following is the most direct technique for measuring customer value?

  A. Focus groups

  B. Market test

  C. Trade-off analysis

  D. In-person interview

  Correct Answer: D

• Question 528:

  Which of the following is the most appropriate sequence of events for administering a customer satisfaction survey, from beginning to end?

  I. Prepare the survey instrument.

  II. Administer the survey.

  III. Report the results.

  IV.

  Identify survey objectives.

  V.

  Analyze the data.

  VI.

  Organize the data.

  A.

  I, VI, IV, II, V, III

  B.

  I, II, V, VI, III, IV

  C.

  IV, I, II, VI, V, III

  D.

  VI, I, II, V, IV, III

  Correct Answer: C

• Question 529:

  Which of the following are proactive sources of customer information?

  I. Claims/refunds

  II. Technical services provided as part of the total product package

  III. Monitoring of broad market trends

  IV.

  Observing customers using the product or service

  A.

  II only

  B.

  IV only

  C.

  I and III only

  D.

  III and IV only

  Correct Answer: D

• Question 530:

  Which of the following should be accomplished first when implementing customer relationship management initiatives?

  A. Target key customers for relationship management.

  B. Appoint a manager to supervise the customer service representative.

  C. Assign a relationship manager to each key customer.

  D. Develop customer relationship management plans.

  Correct Answer: A