1. Customer research methods include:

1. focus groups
2. customer surveys
3. customer cards
4. mystery shopper
5. all of the above

2. All customers are basically the same when it comes to behavior

1. true
2. false

3. Customers make choices based on their needs and perceptions not necessarily the facts:

1. true
2. false

4. Every contract point with a customer provides them with information about the quality of service you provide and builds or damages your organizations reputation and brand.

1. True
2. False

5. The first thing you must do when conducting customer research is to identify the problem

1. True
2. false