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AMA Exam PCM Topic 1 Question 89 Discussion

Actual exam question for AMA's PCM exam
Question #: 89
Topic #: 1
[All PCM Questions]

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

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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
3 months ago
No, it's B) Threshold level. That's the point where they'll go somewhere else.
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Elenore
3 months ago
I think it's actually E) Zone of tolerance. Customers have a range of acceptable service.
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Dortha
4 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
4 months ago
I think it's actually E) Zone of tolerance. Customers have a range of acceptable service levels.
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Hildred
5 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
4 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
5 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
5 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
5 months ago
I agree with Tequila, because it's about the gap between customer expectations and perceptions.
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Daron
5 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
5 months ago
I think the answer is C) Service quality gap.
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Jeannetta
5 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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Junita
4 months ago
No, it's actually the Strength of preference that represents that difference.
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Pearlie
4 months ago
I think it's the Service quality gap, that's where the difference lies.
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Shawn
4 months ago
Yes, it's important to meet or exceed that zone to ensure customer satisfaction.
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Janine
5 months ago
I agree, the Zone of Tolerance is crucial in understanding customer expectations.
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Anabel
5 months ago
I agree, the Zone of Tolerance is crucial in understanding customer expectations.
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Dick
5 months ago
Yes, it's important to ensure that we meet or exceed their expectations to prevent them from going elsewhere.
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Sean
5 months ago
I agree, the Zone of Tolerance is crucial in understanding customer expectations.
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