Customer Expectations MCQs - Quiz

Reviewed by Editorial Team
The ProProfs editorial team is comprised of experienced subject matter experts. They've collectively created over 10,000 quizzes and lessons, serving over 100 million users. Our team includes in-house content moderators and subject matter experts, as well as a global network of rigorously trained contributors. All adhere to our comprehensive editorial guidelines, ensuring the delivery of high-quality content.
Learn about Our Editorial Process
| By Lucrum
L
Lucrum
Community Contributor
Quizzes Created: 1 | Total Attempts: 367
| Attempts: 367
Quiz Flashcard
SettingsSettings
Please wait...
  • 1/21 Questions

    Workpapers are only necessary for project-based work:

    • True
    • False
Please wait...
About This Quiz

Instructions: Please complete all questions. Please read each question very carefully, they are worded as they are on purpose.

Customer Service Quizzes & Trivia

Quiz Preview

  • 2. 

    Socializing and becoming friends with your customer is a helps  to downplay poor quality work.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Socializing and becoming friends with your customer does not help to downplay poor quality work. Building a strong relationship with customers is important, but it should be based on trust, honesty, and delivering high-quality work. Trying to downplay poor quality work through socializing is unethical and can damage the professional reputation. It is better to focus on improving the quality of work and addressing any issues that arise openly and honestly.

    Rate this question:

  • 3. 

    L.A.E.R. stands for

    • A. Look, Act, Examine, React

    • B. Look, Analyze, Explore, Resolve

    • C. Listen, Acknowledge, Explore, Respond

    • D. Listen, Act, Evolve, Resolve

    Correct Answer
    A. C. Listen, Acknowledge, Explore, Respond
    Explanation
    The correct answer is c. Listen, Acknowledge, Explore, Respond. This acronym represents a process of active listening and effective communication. By listening attentively, acknowledging the speaker's perspective, exploring further to gain a deeper understanding, and responding appropriately, individuals can engage in productive and meaningful conversations. This approach promotes empathy, collaboration, and problem-solving.

    Rate this question:

  • 4. 

    Actual Gross Margin is calculated as, where R=Revenue, C=Cost of Services:

    • A. (R – C )/R

    • B. 40% x R

    • C. 100 – (R – C)

    • D. 1 – ((R – C)/100)

    Correct Answer
    A. A. (R – C )/R
    Explanation
    The correct answer is (R - C)/R. This formula calculates the actual gross margin by subtracting the cost of services from the revenue, and then dividing that difference by the revenue. This formula gives a percentage that represents the portion of revenue that is profit after accounting for the cost of services.

    Rate this question:

  • 5. 

     As a general rule, it’s better to escalate every roadblock you encounter more rather than less.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    It is not better to escalate every roadblock encountered more rather than less. Escalating every roadblock can lead to unnecessary delays and complications. It is important to assess the situation and determine if escalation is necessary based on the severity and impact of the roadblock. Escalating only when necessary can help maintain efficiency and prevent overburdening the escalation process.

    Rate this question:

  • 6. 

    In the world of BI, details are less important than major facts because:

    • A. Your customers don’t care about details

    • B. Details aren’t typically displayed on customer dashboards

    • C. Decision makers are dealing with the “big stuff”

    • D. This is not a true statement

    Correct Answer
    A. D. This is not a true statement
    Explanation
    This statement is not true because in the world of BI, details are actually very important. BI is all about analyzing data and extracting meaningful insights, which requires attention to details. Details help in understanding trends, patterns, and outliers, which can be crucial for making informed decisions. Decision makers often rely on detailed reports and analysis to understand the underlying factors driving the "big stuff". Therefore, the correct answer is d. This is not a true statement.

    Rate this question:

  • 7. 

    What are the three fundamental components of consulting?

    • A. Accumulate, Amass, Analyze

    • B. Accumulate, Analyze, Act

    • C. Accumulate, Adaptability, Analyze

    Correct Answer
    A. B. Accumulate, Analyze, Act
    Explanation
    The three fundamental components of consulting are to accumulate information, analyze the data collected, and then take action based on the analysis. This process allows consultants to gather relevant data, make sense of it, and then make informed decisions or recommendations to their clients. The answer option "b. Accumulate, Analyze, Act" accurately represents these three essential steps in the consulting process.

    Rate this question:

  • 8. 

    As an onsite consultant, you should wear headphones while performing your job:

    • A. Never

    • B. During meetings in which your active participation is unnecessary

    • C. Occasionally while performing heads down work where your interaction with others is unnecessary

    • D. Anytime as long as the you’re getting your work done

    Correct Answer
    A. C. Occasionally while performing heads down work where your interaction with others is unnecessary
    Explanation
    Wearing headphones as an onsite consultant can be beneficial in certain situations. Option c suggests wearing headphones occasionally while performing heads down work where interaction with others is unnecessary. This means that if the consultant is working on a task that requires concentration and minimal interaction with colleagues, wearing headphones can help create a focused environment. However, it is important to note that wearing headphones all the time may hinder communication and collaboration with team members, hence the need for occasional use.

    Rate this question:

  • 9. 

    As a developer on a project, political awareness does not apply to me because:

    • A. I’m not involved in day to day customer meetings nor managing scope or budget

    • B. My Project Manager keeps me informed

    • C. I have a good, trusting relationship with my customer

    • D. None of the above

    • E. All of the above

    Correct Answer
    A. D. None of the above
    Explanation
    The correct answer is "d. None of the above" because political awareness applies to everyone on a project, including developers. Even if developers are not directly involved in customer meetings or managing scope and budget, they still need to be aware of the political dynamics within the project and the organization. This awareness helps them understand the motivations and interests of different stakeholders, navigate potential conflicts, and make informed decisions that align with the overall project goals. Having a good relationship with the customer or being kept informed by the project manager does not negate the need for political awareness.

    Rate this question:

  • 10. 

    The best compliment our customers can give us is ____________________________?

    Correct Answer
    Referral
    referrals
    Repeat Business
    repeat business
    Repeat business
    Add on Business
    Add on business
    add on business
    Additional Work
    Additional work
    additional work
    Explanation
    The best compliment our customers can give us is when they refer our business to others, provide repeat business, or give us additional work. This shows that they are satisfied with our products or services and trust us enough to recommend us to others or continue doing business with us. It is a testament to the quality of our work and the positive experience they have had with us.

    Rate this question:

  • 11. 

    Which of the following is a true statement?

    • A. Personal Image is more important than quality

    • B. Quality is more important than personal image

    • C. Quality and personal image are of equal importance

    • D. Personal image is not important

    Correct Answer
    A. B. Quality is more important than personal image
    Explanation
    This statement implies that quality holds more significance compared to personal image. It suggests that the value and standard of something, such as a product, service, or work, is more crucial than the perception or reputation of an individual.

    Rate this question:

  • 12. 

    Which of the following activities has the most significant,  positive impact on the firm:

    • A. Bill two, justifiable, extra hours per week on your project

    • B. Get your timesheets in on time and accurate

    • C. Never disagree with your customer

    • D. Get to work on time

    • E. All of the above

    • F. None of the above

    • G. A, B,C

    • H. B, C, D

    • I. A, B

    • J. A, D, C

    • K. A, B, D

    Correct Answer
    A. A. Bill two, justifiable, extra hours per week on your project
  • 13. 

    How many errors are in the following sentence?  The man asks his wife to insure that she got up earlier enough so he had time to take a walk irregardless of wether it is rainin cats and dogs or not and still make it to work on time.

    • A. 6

    • B. 7

    • C. 8

    • D. 9

    Correct Answer
    A. C. 8
    Explanation
    The sentence contains the following errors:
    1. "insure" should be "ensure"
    2. "earlier enough" should be "early enough"
    3. "irregardless" should be "regardless"
    4. "wether" should be "whether"
    5. "is rainin" should be "is raining"
    6. "cats and dogs" should be "cats and dogs are"
    7. "make it" should be "making it"
    8. "to work on time" should be "to work on time."
    Therefore, the correct answer is 8.

    Rate this question:

  • 14. 

    As consultants, our job is to always try to meet our customer’s expectations

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement suggests that as consultants, it is not always possible to meet our customer's expectations. This could be due to various factors such as limited resources, conflicting requirements, or unrealistic expectations from the customer. Consultants strive to provide the best possible solutions but it is not always feasible to meet every expectation. Therefore, the correct answer is False.

    Rate this question:

  • 15. 

    Which of the following are tactical goals?  (choose all that apply)

    • A. Achieve a $1MM/month run rate by 2017

    • B. Grow our organization to 100 consultants by 2017

    • C. Become a nationally recognized BI consulting firm by 2017

    • D. None of the above

    • E. All of the above

    Correct Answer
    A. D. None of the above
    Explanation
    The given options do not represent tactical goals. Tactical goals are specific, short-term objectives that help achieve strategic goals. Option a is a financial goal, option b is a growth goal, and option c is a branding goal. None of these options represent specific short-term objectives. Therefore, the correct answer is "None of the above".

    Rate this question:

  • 16. 

    You are on a project and your LÛCRUM team members and customer team members consistently are not involving you or embracing your thoughts/ideas the way they used to earlier on in the project.  You should:  (choose all that apply)

    • A. Ignore this, it’s no big deal, people change from time to time

    • B. Talk to your team mates about what you’re sensing

    • C. Talk to your project manager about what you’re sensing

    • D. Go straight to your DLT leader first when you begin sensing this

    • E. Bring up your feelings in a weekly status meeting

    • F. Ask yourself the question. “Am I still engaging my team”

    Correct Answer(s)
    A. B. Talk to your team mates about what you’re sensing
    A. C. Talk to your project manager about what you’re sensing
    A. F. Ask yourself the question. “Am I still engaging my team”
    Explanation
    If you are experiencing a lack of involvement and acceptance from your team members and customer team members, it is important to address the issue. Talking to your team mates about what you are sensing can help clarify any misunderstandings or identify any changes in the dynamics of the project. Similarly, discussing your concerns with your project manager can provide insights and potential solutions to the problem. Asking yourself if you are still engaging your team is also crucial as it allows you to reflect on your own actions and contributions to the project.

    Rate this question:

  • 17. 

    A project has suffered from scope creep and poor customer satisfaction.  The LÛCRUM team has a good relationship with the customer.  Which of the following  could be suitable approaches to tackling this issue:

    • A. Stop project work, issue a change order for customer approval before continuing

    • B. Change the project plan to reflect current scope and continue working on the project to prevent damage to the relationship

    • C. Go to the customer project manager’s manager to determine best course of action

    • D. Add additional resources to cover the scope change to stay on the timeline

    • E. None of the above

    • F. a. b. c. d.

    Correct Answer
    A. F. a. b. c. d.
  • 18. 

    Letters of Understanding serve which of the following (pick all that apply):

    • A. Confirmation of our understanding

    • B. The customer’s budget availability

    • C. Identify next steps

    • D. Initial commitment to engage us to perform work

    • E. Explain scope changes to the customer

    Correct Answer(s)
    A. A. Confirmation of our understanding
    A. B. The customer’s budget availability
    A. C. Identify next steps
    Explanation
    Letters of Understanding serve to confirm our understanding with the customer, identify next steps, and provide information on the customer's budget availability. They do not serve to explain scope changes to the customer or make an initial commitment to engage us to perform work.

    Rate this question:

  • 19. 

    Customers will buy from us because of which of the following factors (choose all that apply):

    • A. We are friends with them

    • B. Our reputation is solid

    • C. We’ve performed quality work in the past for them

    • D. Our rates are competitive

    • E. None of the above

    • F. All of the above

    Correct Answer(s)
    A. A. We are friends with them
    A. B. Our reputation is solid
    A. C. We’ve performed quality work in the past for them
    Explanation
    Customers will buy from us because of a combination of factors. One factor is being friends with them, as a strong personal relationship can create trust and loyalty. Another factor is having a solid reputation, which indicates reliability and professionalism. Additionally, having performed quality work in the past for them establishes credibility and a track record of success. These factors, combined with competitive rates, can influence customers to choose our company over others. Therefore, options a, b, and c are all valid reasons why customers would buy from us.

    Rate this question:

  • 20. 

    In your own words, 30 or less, complete the following:  “LÛCRUM is….”

  • 21. 

    Please describe in 30 words or less what your job is?  (Pretend like you’re trying to explain this to your mother)

Quiz Review Timeline (Updated): Mar 21, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 21, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Feb 21, 2012
    Quiz Created by
    Lucrum
Back to Top Back to top
Advertisement
×

Wait!
Here's an interesting quiz for you.

We have other quizzes matching your interest.