Understanding Customer Behavior Flashcards
7 cards from real NCSA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Understanding Customer Behavior flashcards as text
Cultural differences in customer behavior most directly affect which aspect of service delivery?
Answer: Communication style and formality expectations
Culture shapes expectations around directness, formality, eye contact, and tone, all of which influence how customers perceive service quality.
Which type of customer is most resistant to upselling because they have already optimized their purchase decision?
Answer: Maximizers
Maximizers seek the absolute best option and have already done extensive research, making them resistant to upsell suggestions they haven't independently evaluated.
When a customer's expectations are exceeded, the resulting emotional state is best described as:
Answer: Customer delight
Customer delight occurs when performance significantly surpasses expectations, creating a positive emotional surprise beyond mere satisfaction.
A senior customer struggles with an automated phone system and hangs up in frustration. This is an example of:
Answer: Technology-induced service failure
Technology-induced service failure occurs when self-service or automated tools create barriers that prevent customers from achieving their goals.
Which metric directly measures a customer's likelihood to recommend a company to others?
Answer: Net Promoter Score (NPS)
Net Promoter Score (NPS) asks customers how likely they are to recommend the company on a 0–10 scale, directly measuring advocacy intent.
A customer who feels embarrassed after using a product in public is experiencing a consequence of which type of risk?
Answer: Social risk
Social risk relates to concerns about how a purchase or product use will be perceived by others, impacting the customer's self-image or reputation.
The 'peak-end rule' in customer experience psychology suggests that customers judge a service interaction primarily based on:
Answer: The most intense moment and the final moment of the interaction
The peak-end rule, identified by Daniel Kahneman, shows that people remember and judge experiences by their emotional peak and how they ended, not the average.