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Hierarchy & Servqual Quiz

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Hierarchy & Servqual Quiz

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About this activity

Maslow, SERVQUAL, and customer sins.

Created by

Jennylyn Deguzman
Jennylyn Deguzman
Philippines

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Hierarchy & Servqual Quiz
 

Hierarchy & Servqual QuizOnline version

Maslow, SERVQUAL, and customer sins.

by Jennylyn Deguzman
1

Who developed the Hierarchy of Needs?

2

What is the lowest level of Maslow’s Hierarchy of Needs?

3

What is the highest level of Maslow’s Hierarchy of Needs?

4

What is the difference between a need and a want?

5

Where do wants originate?

6

What does SERVQUAL stand for?

7

Which SERVQUAL dimension means providing dependable and accurate service?

8

Which SERVQUAL dimension refers to understanding and caring for customers?

9

What type of customer relation responds after a problem occurs?

10

What type of customer relation acts before a problem occurs?

11

Which of the 7 Sins of Customer Relations means showing no interest in helping customers?

12

Which sin occurs when an employee ignores or dismisses a customer?

13

Which sin refers to being unfriendly, distant, or lacking warmth toward customers?

14

Which sin means treating customers as if they are inferior or less intelligent?

15

Which sin happens when a customer is transferred from one employee to another without getting help?

 
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