Customer Centricity Quiz Questions And Answers

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Customer Centricity Quiz Questions And Answers - Quiz

Test your knowledge and understanding of customer centricity by giving appropriate answers to the questions asked here in this quiz. Do you know what the true meaning of customer-centricity is? It means putting the customer first and the center of everything to understand their situations, needs, and expectations. It mainly focuses on providing a positive customer experience. The following quiz focuses on the customer-centricity pillars and cycles. Let's see how much do you know about these. Take up the quiz now and assess yourself.


Questions and Answers
  • 1. 

    Customer Centricity is one of the five pillars of Direction 13-18. The key elements of Customer Centricity pillar are…….

    • A.

      Responsible, Leverage & alignment

    • B.

      Responsible, sensing & development

    • C.

      Responsible, sensitive & partnership

    • D.

      Responsible, synergy & uniqueness

    Correct Answer
    C. Responsible, sensitive & partnership
    Explanation
    The key elements of the Customer Centricity pillar are responsible, sensitive, and partnership. This means that the organization is accountable and takes ownership of its actions towards customers. It is also sensitive to the needs and preferences of customers, ensuring that their experiences are positive and satisfactory. Additionally, the organization values partnerships with customers, fostering collaboration and mutual trust. This approach helps in building long-term relationships with customers and creating a customer-centric culture within the organization.

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  • 2. 

    Customer Centricity initiative was started in year 2010 at APL. It focuses on…

    • A.

      Keeping the customer happy

    • B.

      Do job as per customer requirements

    • C.

      Understanding the consumer’s perception

    • D.

      All options

    Correct Answer
    D. All options
    Explanation
    The Customer Centricity initiative at APL, started in 2010, aims to focus on all options mentioned - keeping the customer happy, doing the job as per customer requirements, and understanding the consumer's perception. This means that the initiative is designed to prioritize customer satisfaction by meeting their specific needs and expectations, as well as gaining insight into how customers perceive the company and its products or services.

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  • 3. 

    Why Customer Centricity is required?

    • A.

      Key to a Sustainable Business

    • B.

      Point of differentiation from competitors

    • C.

      Increase consumer repurchase intentions and loyalty

    • D.

      All options

    Correct Answer
    D. All options
    Explanation
    Customer centricity is required for several reasons. Firstly, it is the key to a sustainable business. By focusing on the needs and preferences of customers, businesses can ensure long-term success and growth. Secondly, customer centricity allows for a point of differentiation from competitors. By providing a superior customer experience, businesses can stand out in the market and attract more customers. Lastly, customer centricity helps increase consumer repurchase intentions and loyalty. When customers feel valued and their needs are met, they are more likely to continue doing business with a company and recommend it to others. Therefore, all of these options are valid reasons why customer centricity is required.

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  • 4. 

    Customer Centricity Cycle has three steps. What is the chronological order of these steps?

    • A.

      Understand The Customers ---> Review & Reinvent Process/Product --> Identify Clear Action Areas

    • B.

      Identify Clear Action Areas -- > Understand The Customers ---> Review & Reinvent Process/Product

    • C.

      Understand The Customers ---> Identify Clear Action Areas -->Review & Reinvent Process/Product

    • D.

      Review & Reinvent Process/Product--> Identify Clear Action Areas--> Understand The Customers

    Correct Answer
    C. Understand The Customers ---> Identify Clear Action Areas -->Review & Reinvent Process/Product
    Explanation
    The correct chronological order of the Customer Centricity Cycle is to first Understand The Customers, then Identify Clear Action Areas, and finally Review & Reinvent Process/Product. This order makes sense because in order to effectively identify clear action areas and make improvements to the process or product, it is necessary to first have a deep understanding of the customers' needs and preferences.

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  • 5. 

    "Understand the Customer" is the first step of Customer Centricity Cycle. What does it signifies

    • A.

      Meet and understand the needs and expectations of customers

    • B.

      Review of process

    • C.

      Improve the design

    • D.

      Increase sensitivity

    Correct Answer
    A. Meet and understand the needs and expectations of customers
    Explanation
    The first step of the Customer Centricity Cycle, "Understand the Customer", signifies the importance of meeting and understanding the needs and expectations of customers. This step involves gathering information about customers, their preferences, and their pain points in order to provide products or services that align with their requirements. By understanding the customer, businesses can tailor their offerings and improve customer satisfaction, leading to long-term customer loyalty and business success.

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  • 6. 

    "Identify Clear Action Areas" in Customer centricity cycle signifies --

    • A.

      Change the design of product

    • B.

      Change the process

    • C.

      Identification of areas to be improved

    • D.

      Identification of customers to be met

    Correct Answer
    C. Identification of areas to be improved
    Explanation
    In the customer centricity cycle, "Identify Clear Action Areas" refers to the process of identifying specific areas within the organization that need improvement in order to better serve the customers. This step involves analyzing customer feedback, identifying pain points, and determining which areas of the business require attention and enhancement. By focusing on these areas, the organization can make targeted improvements and adjustments to ensure a more customer-centric approach.

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  • 7. 

    Based on Customer Centricity Cycle, CC deployment model for manufacturing is derived. What are the various steps of CC deployment model:

    • A.

      Customer Insight, Understand the customer, Improve process and Reward & recognize

    • B.

      Customer Insight, Increase Sensitivity, Identify Clear Action Areas and Reward & recognize

    • C.

      Customer Insight, Increase Sensitivity, Improve process and Review & Reinvent Process/Product

    • D.

      Customer Insight, Increase Sensitivity, Improve process and Reward & recognize

    Correct Answer
    D. Customer Insight, Increase Sensitivity, Improve process and Reward & recognize
    Explanation
    The correct answer is Customer Insight, Increase Sensitivity, Improve process and Reward & recognize. This is because the Customer Centricity Cycle starts with gaining Customer Insight, which involves understanding customer needs and preferences. Then, the organization needs to Increase Sensitivity to these customer insights, by actively listening and responding to customer feedback. Next, the organization must Improve its processes based on these insights and sensitivity, to better meet customer expectations. Finally, it is important to Reward & recognize employees who contribute to the customer-centric approach, to incentivize and maintain a customer-focused culture.

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  • 8. 

    "Increase Sensitivity" is an important step of Customer Centricity Deployment model. It relates with the following -

    • A.

      Training & Awareness

    • B.

      Quality Events

    • C.

      Interaction with Customer Centricity Cell

    • D.

      All Options

    Correct Answer
    D. All Options
    Explanation
    The correct answer is "All Options." This means that "Increase Sensitivity" is related to all of the options mentioned in the question, including Training & Awareness, Quality Events, and Interaction with Customer Centricity Cell. These options are all important steps in the Customer Centricity Deployment model and contribute to increasing sensitivity towards customers.

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  • 9. 

    "Improve process" step of Customer Centricity Deployment model signifies -

    • A.

      Understand the voice of customers

    • B.

      Collection of inputs from customers

    • C.

      Completion of Improvement Projects

    • D.

      All Options

    Correct Answer
    C. Completion of Improvement Projects
    Explanation
    The "Improve process" step of the Customer Centricity Deployment model signifies the completion of improvement projects. This step involves implementing the necessary changes and improvements to the processes based on the inputs and feedback received from customers. It is the final stage where the identified areas for improvement are addressed and the necessary actions are taken to enhance the customer experience and satisfaction.

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  • 10. 

    How many customer centricity projects are taken by Kasna Plant for FY 2014-15?

    • A.

      Eight

    • B.

      Five

    • C.

      Nine

    • D.

      Two

    Correct Answer
    A. Eight
    Explanation
    The correct answer is Eight. This suggests that the Kasna Plant took a total of eight customer centricity projects during the fiscal year 2014-15.

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  • 11. 

    As part of "Customer Insight" step of Customer Centricity deployment model, Kasna plant team visited market to meet the dealers / customers to capture Customer Voice. Kasna plant team completed 27 visits by --------employees till Dec 2014 in FY 2014-15 and captured VOC of ------dealers, 10 project sites & ------ depots. Chose the correct option to fill the blank

    • A.

      77 employees , 100 dealers,10 depots

    • B.

      77 employees , 102 dealers, 9 depots

    • C.

      70 employees , 95 dealers, 3 depots

    • D.

      90 employees , 112 dealers, 6 depots

    Correct Answer
    B. 77 employees , 102 dealers, 9 depots
    Explanation
    The correct answer is 77 employees, 102 dealers, 9 depots. This is because the statement mentions that the Kasna plant team completed 27 visits by employees till Dec 2014 in FY 2014-15. Therefore, the number of employees should be 77. Additionally, it states that they captured VOC of dealers, project sites, and depots. Since the VOC of dealers is mentioned as 100, the number of dealers should be 102. Lastly, the number of depots is mentioned as 9.

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  • 12. 

    In case our customers are not satisfied with the product and services provided by Asian Paints, they can share the feedback or raise complaints through toll free number:

    • A.

      1800 210 5678

    • B.

      1800 209 5668

    • C.

      1800 209 5678

    • D.

      1800 210 5668

    Correct Answer
    C. 1800 209 5678
    Explanation
    Customers who are not satisfied with the product and services provided by Asian Paints can share their feedback or raise complaints by calling the toll-free number 1800 209 5678.

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  • 13. 

    Short tin complaints were major concern area for Kasna plant. To achieve the objective of zero short tin complaints an initiative was rolled out in DC. What is the name of this initiative-

    • A.

      Lakshya Zero Complaint

    • B.

      Sustainability

    • C.

      Swatch Kasna Plant

    • D.

      TPM

    Correct Answer
    A. Lakshya Zero Complaint
    Explanation
    The initiative rolled out in the DC to achieve the objective of zero short tin complaints is called "Lakshya Zero Complaint". This initiative aims to address and resolve the major concern area of short tin complaints at the Kasna plant. By implementing this initiative, the plant strives to eliminate any complaints related to short tin, ensuring high quality and customer satisfaction.

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  • 14. 

    Kasna plant celebrated Quality Week under the theme of "Customer Centricity" in FY 2014-15. On which dates Kasna plant celebrated Quality Week-

    • A.

      01 November 2014 to 07 November 2014

    • B.

      17 November 2014 to 24 November 2014

    • C.

      10 November 2014 to 17 November 2014

    • D.

      15 November 2014 to 22 November 2014

    Correct Answer
    D. 15 November 2014 to 22 November 2014
    Explanation
    The correct answer is 15 November 2014 to 22 November 2014. This is because the question states that the Quality Week was celebrated in FY 2014-15, and the given date range falls within that fiscal year.

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  • 15. 

    Kasna plant celebrated Quality week in Nov 2014. During quality week, "Quality day" was celebrated at one of the Kasna linked OPCs. Select the OPC from the following:

    • A.

      Almega Paints

    • B.

      Harsh Paints

    • C.

      Punjab Paints

    • D.

      Veer Hues

    Correct Answer
    D. Veer Hues
    Explanation
    During Quality week in Nov 2014, the Kasna plant celebrated "Quality day" at one of its linked OPCs. The OPC selected for this celebration was Veer Hues.

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  • 16. 

    There are 05 categories of packing complaints for which FMEA has been initiated by plants. Which of the following defect is not covered under FMEA category?

    • A.

      No Label on container

    • B.

      Short of Material in container / carton

    • C.

      Material Inside tin is different

    • D.

      Leakage of Container

    Correct Answer
    D. Leakage of Container
    Explanation
    The correct answer is "Leakage of Container". This defect is not covered under FMEA category because FMEA (Failure Mode and Effects Analysis) focuses on identifying and analyzing potential failure modes and their effects on the overall system. Leakage of container is not considered a failure mode but rather a specific defect or issue related to the packaging.

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  • 17. 

    Based on the requirements of customers Kasna plant took the initiative of introducing a new product shade. What is the name of that product shade?

    • A.

      PGE Truck Brown

    • B.

      PGE Wild Lilac

    • C.

      PGE Black

    • D.

      PGE Off White

    Correct Answer
    A. PGE Truck Brown
    Explanation
    The name of the new product shade introduced by Kasna plant based on customer requirements is PGE Truck Brown.

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  • 18. 

    Customer centricity is measured through a measurable indicator. What is the name of that indicator?

    • A.

      NPS = Net Product Score

    • B.

      NPS = Net Prime Score

    • C.

      NPS = Net Promoter Score

    • D.

      NPS = Net Process Score

    Correct Answer
    C. NPS = Net Promoter Score
    Explanation
    Net Promoter Score (NPS) is a widely used indicator to measure customer centricity. It assesses customer loyalty and satisfaction by asking customers how likely they are to recommend a company or product to others. NPS is calculated by subtracting the percentage of detractors (customers who are unlikely to recommend) from the percentage of promoters (customers who are highly likely to recommend). This score helps businesses understand their customers' perception and loyalty, enabling them to make improvements and drive growth.

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  • 19. 

    What is NPS of APL in FY 2013-14?

    • A.

      77

    • B.

      67

    • C.

      63

    • D.

      59

    Correct Answer
    A. 77
  • 20. 

    One product complaint related to Kasna plant has been identified as 'actionable by manufacturing' in FY 2014-15. What is the product name, batch no. & defect of this complaint?

    • A.

      TE7 / K55 / Bad Odor

    • B.

      TE2 / K55 / Hard Settling

    • C.

      TE White / K55 / Shade Variation

    • D.

      TE Sup white / K105 / Bad Odor

    Correct Answer
    A. TE7 / K55 / Bad Odor
  • 21. 

    Which of the following statements is part of Consumer Policy of APL?

    • A.

      Asian Paints will offer the finest products in its line of businesses and provide the best possible service to its customers.

    • B.

      We shall operate in an unethical manner treating customers as we ourselves would like to be treated.

    • C.

      We shall provide products and services that meet stated standards on time , every time

    • D.

      We accept zero defect as a quality absolute, and shall design and operate our quality system accordingly

    Correct Answer
    A. Asian Paints will offer the finest products in its line of businesses and provide the best possible service to its customers.
    Explanation
    The correct answer is "Asian Paints will offer the finest products in its line of businesses and provide the best possible service to its customers." This statement is part of the Consumer Policy of APL because it emphasizes the company's commitment to providing high-quality products and excellent customer service. This aligns with the goal of meeting customer expectations and ensuring customer satisfaction.

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  • 22. 

    Consumer Policy of Asian Paints was released on 07.04.2014 by……..

    • A.

      Managing Director and CEO

    • B.

      General Manager - Manufacturing

    • C.

      Vice President - Supply Chain

    • D.

      General Work Manager

    Correct Answer
    A. Managing Director and CEO
    Explanation
    The correct answer is "Managing Director and CEO." This suggests that the Consumer Policy of Asian Paints was released by the top executive of the company who holds the position of Managing Director and CEO. This individual is responsible for overseeing the overall operations and strategic direction of the company, making them the appropriate authority to release such policies.

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  • 23. 

    Quality is integral part of Customer Centricity. Through our Quality Policy Asian Paints is committed to provide best quality product & services to its customers. Which of the following statement is part of APL Quality Policy?

    • A.

      Asian Paints will offer the finest products in its line of businesses and provide the best possible service to its customers.

    • B.

      We shall provide products and services that meet stated standards on time , every time

    • C.

      We shall operate in an unethical manner treating customers as we ourselves would like to be treated.

    • D.

      We shall operate in an ethical and transparent manner treating customers as we ourselves would like to be treated.

    Correct Answer
    B. We shall provide products and services that meet stated standards on time , every time
    Explanation
    The correct answer is "We shall provide products and services that meet stated standards on time, every time." This statement aligns with the commitment to quality mentioned in the question. It emphasizes the importance of meeting the stated standards consistently and delivering products and services on time. This demonstrates Asian Paints' dedication to providing high-quality products and services to its customers.

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

  • Current Version
  • Aug 28, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jan 13, 2015
    Quiz Created by
    Amitrodhiya
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