Free BCS PC-BA-FBA-20 Exam Questions

Question 1

The management of a chain of hotels has decided that one of its critical success factors (CSF) is to 'provide excellent customer service' The below measures have been suggested. Which THREE of these are appropriate key performance indicators (KPIs) for the CSF 'provide excellent customer service"?

A : The number of customers who make use of their in-room mini bar

B : The percentage of customers who use the leisure facilities

C : The number of customers who complain.

D : The percentage of customers who join the hotel loyalty scheme

E : The percentage of customers who return

Answer: C,D,E

Question 2

What is the first step in the gap analysis process?

A : Assemble representations of existing situation.

B : Consider possible actions to address the gaps.

C : Compare representations of the existing and target situations.

D : Identify gaps to be addressed.

Answer: A

Question 3

The management of a chain of hotels has decided that one of its critical success factors (CSF) is to 'provide excellent customer service' The below measures have been suggested. Which THREE of these are appropriate key performance indicators (KPIs) for the CSF 'provide excellent customer service"?

A : The number of customers who make use of their in-room mini bar

B : The percentage of customers who use the leisure facilities

C : The number of customers who complain.

D : The percentage of customers who join the hotel loyalty scheme

E : The percentage of customers who return

Answer: C,D,E

Question 4

What is the first step in the gap analysis process?

A : Assemble representations of existing situation.

B : Consider possible actions to address the gaps.

C : Compare representations of the existing and target situations.

D : Identify gaps to be addressed.

Answer: A

Question 5

In which of the following circumstances do buyers have high bargaining power?

A : en available sources of supply are available and easy to find

B : en the cost of a product or service is low.

C : en switching costs are high.

D : en the supplier brand is powerful.

Answer: A