AMA Exam PCM Topic 5 Question 84 Discussion

Actual exam question for AMA's PCM exam

Question #: 84
Topic #: 5

_____ 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 Jani at Apr 09, 2024, 06:28 PM

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Lisha

6 months ago

I see your point, Tanesha. But I still think E) Zone of tolerance is the best answer because it directly relates to customer satisfaction.

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Tanesha

6 months ago

I believe it could also be C) Service quality gap, as that represents the difference in service quality perceived by the customer.

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Loreta

6 months ago

I agree with Freida, because the zone of tolerance is important in understanding customer expectations.

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Freida

6 months ago

I think the answer is E) Zone of tolerance.

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Franklyn

7 months ago

That makes sense, so I guess the correct answer is E) Zone of tolerance.

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Hyun

7 months ago

I don't think so, service quality gap is more about the difference between customer expectations and actual service provided.

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Dorothy

7 months ago

But what about service quality gap? Could that also be a possible answer?

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Yuki

7 months ago

I agree, the zone of tolerance is crucial in understanding customer satisfaction.

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Carman

7 months ago

I think the answer is E) Zone of tolerance.

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Henriette

8 months ago

Okay, time to put on my thinking cap. I'm going to go with A) Strength of preference. It just has a nice ring to it, don't you think?

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Janine

8 months ago

Ah, the age-old battle between customer expectations and reality. I think the answer has to be E) Zone of tolerance. That's where the magic happens, folks.

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Laura

8 months ago

Haha, this question is like a riddle wrapped in an enigma! I'm going to guess D) Voice-of-customer, because who doesn't love a good customer survey, am I right?

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Sharita

8 months ago

I'm going with C) Service quality gap. That just sounds like it fits the description the best to me.

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Haydee

8 months ago

Hmm, I think it might be B) Threshold level. That seems to best describe the difference between what the customer wants and what they're willing to accept.

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Billy

8 months ago

This question is really tricky. I'm not sure if I fully understand the concepts behind it. I'm leaning towards E) Zone of tolerance, but I'm not 100% confident in that answer.

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Melissa

6 months ago

I'm not entirely sure about that, but it sounds plausible.

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Melissa

6 months ago

Yeah, I agree. It makes sense in the context of the question.

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Melissa

7 months ago

I think it's E) Zone of tolerance.

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