$1.$

Question $1$

Management practices affect employee satisfaction and this, in turn influences customer satisfaction. Therefore managements effort and appreciation for the internal customer can result in significant strides toward customer satisfaction.

$1$ point

True

False

$2.$

Question $2$

Most organizations spend most of their resources on acquiring new customers and less on retaining customers.

$1$ point

False

True

$3.$

Question $3$

A secondary metric is derived from a primary metric. These metrics include

$1$ point

DPU

Age

Scrap

All the of the above

$4.$

Question $4$

Data collection methods include all except.

$1$ point

Interviews

Complaints

Observations

Shopper programs

$5.$

Question $5$

Data collection plans include steps with data for all except

$1$ point

Processing

Descriptive summaries

Refinement

Deleting