Question Details

Which of the following perspectives closely matches the quality approach at the furniture franchise



1.	In the Total Quality Business case, Rob and Diane feel that, as part of the training to provide unexpected value to their customers, employee should focus on:
a.	language skills.
b.	technology.
c.	product/service knowledge.
d.	moments of truth.

2.	In the employee training at Rob and Diane- restaurant, the moments of truth include all of the following EXCEPT:
a.	friendly greeting to each customer on arrival.
b.	face recognition using latest scanning software.
c.	samples of different items.
d.	a genuine thank-you on leaving.

3.	What is the vision of Rob and Diane- company?
a.	To be the leader in providing fastest service of convenience meals.
b.	To be the consumer- choice for all varieties of fresh convenience meals.
c.	To be known as the pioneer in innovative convenience meals.
d.	To be the largest provider of convenience meals.

4.	In the Fortune 500 furniture manufacturer- franchise outlets, quality efforts are made in all areas of the franchise business in an attempt to achieve:
a.	an impression of quality.
b.	curb appeal.
c.	zero unsatisfied customers.
d.	compliance to Six Sigma standards.

5.	Which of the following is NOT a key piece of information salespersons seek concerning customer- tastes?
a.	Have you been shopping for furniture recently?
b.	How long have you been shopping?
c.	Where have you been shopping?
d.	Who is the purchase-decision maker?

6.	Which of the following perspectives closely matches the quality approach at the furniture franchise?
a.	Judgmental perspective
b.	Product-based perspective
c.	User-based perspective
d.	Value-based perspective



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