Question

1. The zone of tolerance may be described as:

   	A.	the zone in a geographic location in which companies have identified overlapping market segments that are difficult to differentiate.
   	B.	the tolerable range in service before customers will leave a clinic due to wait time problems.
   	C.	the range of forgiveness a loyal customer gives an organization for service lapses.
   	D.	price insensitivity market segments that will tolerate slight increases in health premiums.

3 points   

QUESTION 18

1. The divorce rate in the United States:

   	A.	is falling for all groups except those under the age of 25 years.
   	B.	is falling for all age groups.
   	C.	is falling except for baby boomers, whose divorce rate has risen above 50 percent.
   	D.	has not fallen substantially since 1995.

3 points   

QUESTION 19

1. True or False? In a customer-responsive organization, it is important for employees to get supervisor approval when responding to customer needs.

   True

   False

Answer 1

Question 1) Answer Option C

Reason: Option A is incorrect because the zone of tolerance does not define the zone in a geographical region.

Option B is incorrect because the zone of tolerance does not describe the service before which a customer would leave a clinic as it is related to range of forgiveness.

Option C is correct because the zone of tolerance describes the range of forgiveness that a loyal customer would give to the company for any interrupted services.

Option D is incorrect because it is not related to the price of a certain product .

Question 2) Answer Option C

Reason: Option A is incorrect because it is falling for the educated college going people.

Option B is incorrect because it is not falling for all the groups.

Option C is correct because yes the rate of divorce for baby boomer have increased throughout the year while for other groups it has decreased.

Option D is incorrect because it has fallen since the nineteenth century.

Question 3) Answer False.

Reason: Inorder to respond to a customer's need the employees should be prompt while dealing with the customer. Therefore it is false.

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