. (TCO 1) Which of the following is NOT an issue in customer wait time? (Points : 5) How long the customer is waiting How long you plan for the customer to wait How long the customer perceives the wait to be All of the above | 2. (TCO 2) The people who bear the major responsibility for both value and systems problems are: (Points : 5) The people on the front line. The middle managers. The top leaders. The customers who "vote with their feet." | 3. (TCO 3) Small companies can compete against larger ones if they offer: (Points : 5) Add-ons. A feeling of comfort and fit. Competitive pricing. None of the above. | 4. (TCO 4) Value arises from a tradeoff between: (Points : 5) Expectation and reality. Perception and reality. Benefits gained and costs expended. Benefits gained and efforts/time expended. | 5. (TCO 5) To effectively block or delete a perception pattern, you need to: (Points : 5) Substitute another pattern. Alter your approach to the pattern. Change the perception of the value. None of the above. | 6. (TCO 4) Customers will perceive long-term warranties as: (Points : 5) An unnecessary expense. Of higher value than short-term warranties. A method used by the company to gouge the customer. Extremely valuable. | 7. (TOC 5) The turnoffs listed in the text accounted for what percentage of customer turnoffs in the survey? (Points : 5) 85% 68% 97% 73% | 8. (TCO 5) Which of the following failings is NOT a hindrance to clear communication? (Points : 5) Failure to provide a reasonable explanation Failure to get to the point Failure to express appreciation Failure to offer an alternative solution | 9. (TCO 5) Failing to