No 5 answer pls

PRACTICES 'p CHOICE BUSINESS (2 O L L E G E SITXCCSDIJB DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE ASSESSMENT B MULTIPLE CHOICE KNOWLEDGE TEST 1. There are three questions you need to focus on when obtaining information from customers. Which one is not one of these questions? (a) (b) (C) (d) What are our customer needs? What are our customer expectations? How much are our customers willing to spend? How satisfied are customers with our products and services? Which of the following is an example of an informal research method? (a) (b) (C) (d) Qualitative research methods. Analysis of the competitive market. Quantitative research methods. Observing customers\" reactions. Conducting sunreys, maintaining a log of customer requests and encouraging input from employees, are... (a) (b) (C) {(1) activities that must be performed by a customer service manager. effective methods of obtaining feed back from customers and colleagues. feedback activities relevant to the hotel industry only. activities designed to improve quality assurance. Which of the following is an example of an internal change that is likely to impact on quality senrice planning? (a) (b) (C) {(1) Introduction of new equipment. Changes in the competitive environment. Trends in customer preferences. Economic climate. Which of the following events would have the least impact on quality senrice planning? (a) (b) (C) (d) An employee resigns and is temporarily replaced by a regular part-time employee. You identify a change in customer preferences. More customers are requesting dishes prepared with organic produce. A major competitor opens up an establishment in your area. Due to changes in the economic climate, people are spending less on travel and dining out. Choice Business Coege Pty Ltd ABN 28 130 302 000 I RT!) 4129'? I CRICOS PROVIDER CODE 0344412 V 2.0- last updated 19 lune 2018