AMA Exam PCM Topic 1 Question 89 Discussion

Actual exam question for AMA's PCM exam

Question #: 89
Topic #: 1

_____ represents the difference between what the customer really wants and what he or she will accept before going elsewhere.

AStrength of preference

BThreshold level

CService quality gap

DVoice-of-customer

EZone of tolerance

Show Suggested Answer

Suggested Answer: E

by Arleen at Jun 01, 2024, 09:29 PM

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Rossana

5 months ago

Haha, trick question! The answer is obviously D) Voice-of-customer. The customer's gonna tell you exactly what they want, whether you like it or not.

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Thomasena

4 months ago

No, it's B) Threshold level. That's the point where they'll go somewhere else.

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Elenore

4 months ago

I think it's actually E) Zone of tolerance. Customers have a range of acceptable service.

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Dortha

5 months ago

No way, it's definitely C) Service quality gap. That's the difference between customer expectations and perceptions.

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Hildred

5 months ago

I think it's actually E) Zone of tolerance. Customers have a range of acceptable service levels.

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Hildred

6 months ago

I'm going with B) Threshold level. That's the point where the customer says, 'Nope, I'm out of here!' if the service drops below it.

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Sherita

5 months ago

I'm not sure, but I think it might be C) Service quality gap. That sounds like the difference between customer expectations and actual service provided.

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Tammi

6 months ago

I agree with you, I also believe it's E) Zone of tolerance. Customers are more likely to stay within that range.

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Aimee

6 months ago

I think it's E) Zone of tolerance. That's the range between what the customer expects and what they are willing to accept.

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Eveline

6 months ago

I agree with Tequila, because it's about the gap between customer expectations and perceptions.

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Daron

6 months ago

Hmm, I'm not sure. Maybe C) Service quality gap? That seems to fit the description of the difference between what the customer wants and what they'll accept.

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Tequila

6 months ago

I think the answer is C) Service quality gap.

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Jeannetta

6 months ago

I think the answer is E) Zone of tolerance. That's the difference between the customer's expected service and the level of service they'll actually accept.

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