The Perception of Quality

question 19

Multiple Choice

The perception of quality:

• A) is specified by the government.
• B) depends solely on the customer.
• C) is defined by universal quality standards.
• D) depends on the manufacturer's specifications.
• E) are the same for most industrial goods.

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Definitions:

FAB Method

A sales technique that focuses on features, advantages, and benefits of a product or service to the customer.

CRM Systems

Customer Relationship Management systems; technology platforms that help businesses manage communications and relationships with current and potential customers.

Analytics

The systematic computational analysis of data or statistics to identify patterns, trends, or insights.

Social Networks

Online platforms that allow users to connect, share information, and build communities based on common interests, professional ties, or personal relationships.