1. In a troal quality setting, quality is defined by:a. The employeeb. The customerc. The managementd. The organization

2. An organization with a customer focus is :a. Outward lookingb. Inward lookingc. Establishedd. Continually improving

3. Which of the following mechanisms can help improve communication?a. An internal customerb. Self-managed and cross departmental teamsc. Organization employeesd. Eternal customers

4. Which of the following statements are true concerning communication with customers?

a. Must extend only to internal customersb. Is never misunderstoodc. Is essential in a competitive marketplaced. Is not necessary in a small town

5. The customer loyalty model consists of which of the following components?

a. Business performanceb. Global perceptionsc. Loyalty behaviorsd. All the above are components of the customer loyalty mode