Q. Which of the following is false regarding the Kano Model of Customer Satisfaction?

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Q. Complaints, industry standards, and what your competitors are doing are techniques to gather information about Basic Needs.

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Q. The customer needs that keep a company in the market are called ___________

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Q. Market research, focus groups, Surveys, Clinics, Interviews, and Contextual Enquiry are techniques to gather information about Performance Needs.

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Q. The customer needs that bring with them pleasant surprises and customer delight are called ________________

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Q. The expression of dissatisfaction with a product/service, either orally or in writing, from an internal customer or external customer is called _______

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Q. Which of the following is not a tool used to collect customer complaints?

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Q. _________ is the set of activities performed by an organization used to satisfy the customer and their needs.

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Q. Which of the following is not an element of customer service?

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Q. ________ defines activities which occur within an organization that ensures a customer is not only satisfied but also retained.

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Q. According to Teboul’s model of customer satisfaction, identify the regions shaded in red, green and yellow respectively.

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