Question 1

Once integrity is lost, how can it BEST be regained?

Options :

A : It can never be regained

B : Through consistent, honest actions over time

C : Through repentance and acknowledgement of errors

D : By apologizing

Answer: B

Question 2

Which of the following LEAST contributes to customer value?

Options :

A : Providing customer appreciation

B : Anticipating and adjusting for the psychological cost of the product to the customer

C : Providing a caring customer service

D : Enticing customers to participate in surveys

Answer: D

Question 3

Which of the following BEST represent the macro level factors to include in an environmental scan?

Options :

A : Geopolitical, sociocultural, economic, technology, environmental, and industry trends

B : Regulatory, customer, competitive, labor, and supplier trends

C : Industry life cycle, demographics, changing profile of current customers, international trends, and events pertaining to the industry

D : Patterns of competition, technology, usage/consumption/service buying patterns, and barriers to exit

Answer: A

Question 4

Which of the following questions is MOST critical because it leads to more effective thinking and planning?

Options :

A : When?

B : Why?

C : Who?

D : What?

Answer: B

Question 5

According to the Boston Consulting Group (BCG) and other subject matter experts, when it comes to the development of a "Business Model" for an organization, the process normally involves focusing on two elements:

Options :

A : (1) the organization's mission; and, (2) the organization's current vision.

B : (1) an environmental scan; and, (2) a SWOT cross-impact analysis.

C : (1) the value proposition; and, (2) the operating model.

D : (1) the relationship between stakeholder groups; and, (2) the persona analysis and design.

Answer: C

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