82. The \'moment of truth\' is that moment when you come into contact with a cus
ID: 367488 • Letter: 8
Question
82. The 'moment of truth' is that moment when you come into contact with a customer and you create an image of your company to that customer. This is a one-time occurrence for each customer 1, True 2. False 83. Feedback from customers is not important 1. True 2. False 84. Every contact point with a customer provides them with information about the quality of service you provide and builds or damages your organisation's reputation and/or brand 1. True 2. False 85. The most credible advertising is a satisfied customer 1. True 2, False 86. Service standards are broad statements of aims 1. True 2. False 87. A 'moment of truth' is a good idea that must be captured and acted on straight away 1. True 2. False 88. The first thing you must do when conducting customer research is to identify the problem I. True 2. False 89. The DuPont model for ROI calls to the attention of management the need to consider asset utilisation as well as profitability of sales 1. True 2. False 90. The first step in the supplier selection and evaluation process is to identify the potential supply sources I. True 2. FalseExplanation / Answer
Ans:
82) false
movement of truth is when a customer and a firm interact through its products,services and the customer forms an impression about the firm.But it is not one time occurence, in marketing there are first,second and third movement of truth.
83) False
The feedback from a customers is very important and plays a very important role in the long term survival of the company and the policies to be adopted by the company.
84) True
The quality of service at each level will impact the customer and it builds or damages the organizations reputation.
85) True
Customer satisfaction is an credible marketing tool to organization and we can say that No other advertisement ia as good as satisfied customer.
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