1.

In a troal quality setting, quality is defined by:

a. The employee
b. The customer
c. The management
d. The organization
2. An organization with a customer focus is :
a. Outward looking
b. Inward looking
c. Established
d. Continually improving
3.

Which of the following mechanisms can help improve

communication?
a. An internal customer
b. Self-managed and cross departmental teams
c. Organization employees
d. Eternal customers

4.

Which of the following statements are true concerning

communication with customers?
a. Must extend only to internal customers
b. Is never misunderstood
c. Is essential in a competitive marketplace
d. Is not necessary in a small town

5.

The customer loyalty model consists of which of the

following components?
a. Business performance
b. Global perceptions
c. Loyalty behaviors
d. All the above are components of the customer loyalty
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