For Most Projects, a Little Analysis Shows That There Are

question 11

Multiple Choice

For most projects, a little analysis shows that there are two distinct activities involved:

• A) The removal of defects
• B) The assessment of program quality
• C) Application of technology to critical tasks
• D) A & B Above

---

Definitions:

Customer Satisfaction

A measure of how products or services meet or surpass customer expectations.

Total Shopping Experience

The complete range of experiences a customer encounters while discovering, purchasing, and using a product or service, emphasizing satisfaction and engagement.

Product Expectation

The anticipated performance or utility a customer expects from a product or service.

Relationship Selling Stage

A phase in the sales process where building and maintaining a positive relationship with the customer is emphasized to facilitate ongoing business.