Six Sigma Green Belt Certification Practice Exam

A customer has purchased a circular saw and received an invitation to a free workshop on how to use the tool. Which category of expectation does this fall under?

1. Basic

2. Expected

3. Desired

4. Unanticipated

The correct answer is: Unanticipated

The correct category for the expectation regarding the free workshop invitation is "unanticipated." This is because customers generally have basic or expected expectations when purchasing a tool, which might include receiving the product and basic instructions or support. The invitation to a workshop, however, goes beyond what the customer might have anticipated at the time of purchase. It adds an unexpected value by offering education on how to effectively use the circular saw, which customers may not have considered they would receive. This element of surprise and additional service can enhance customer satisfaction and loyalty, as it demonstrates the company’s commitment to customer success with their purchase. Unanticipated offerings can pleasantly surprise customers and create a more favorable impression of the brand.