10. To find out dissatisfiers, the best starting point is (a) Market research (b) Benchmarking (c) Brainstorming (d) Customer complaints 11. Which of the following are important for front line people: I Develop the best employees into professionals. II Recruit freshers as they have an open mind. III Hire the best. IV Motivate the professionals to stay and excel. (a) I and II Only (b) I, III and IV only (c) I, II, III and IV (d) III and IV only 12. Which of the following is most appropriate choice for finding delighters? (a) Customer surveys (b) Market research (c) Customer complaints database (d) Observing how customer uses a product 13. Which of the following is correct? (a) Satisfiers become dissatisfiers over time (b) satisfiers become delighters over time (c) Dissatisfiers become satisfiers over time (d) dissatisfiers become delighters over time