Question

QUESTION 21 Services do not have the same concept of product life cycle as goods because Customers must have and cannot do without the service. Customers may tire of and want to replace the service provider, but the service itself is essential and necessary the "maturity product stage is replaced with stability." a and b only O none of these. QUESTION 22 ISO 9000 requires companies to document everything they do that affects the quality of their products and/or services. is a set of specific standards to be met or exceeded for the particular product and service that is marketed. can be self-certified by compliance with the standards. is all of the above. O is a and b, only QUESTION 23 Effective service guarantees should be unconditional and meaningful easy to understand and painless to invoke. O easy and quick to fulfill all of the above, ob and conly.

Answer 1

Question 21: a and b only
Explanation: Services are mandatory for the customers unless and until they are ready to be self-sufficient. A customer may switch to other service providers but the need for particular services remains essential. The maturity stage is present in the life cycle irrespective of the product or service.

Question 22: requires companies to document everything they do that affects the quality of their products and/or services.

Explanation: ISO 9000 is the set of standards that help an organization to effectively document the quality system elements that are required to maintain an efficient quality system. They are not specific to any one particular industry and there is no such thing as ISO 9000 certification or ISO certification except ISO 9001.

Question 23: all the above

Explanation: Service guarantee refers to the compensation that a company gives to the customer in case of any service delivery failure. For example, Flipkart ensures a return or refund policy if the customer is not satisfied with the product. Hence an effective service guarantee must be unconditional and easy to be applied by the customers.