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IASPStrategy Planning Professional Exam Sample Questions (Q119-Q124):

NEW QUESTION # 119
Which of the following is the MOST important aspect of customer service?

A. High quality goods and services only
B. Caring only
C. Excellence in every aspect
D. Excellence in one specific area only

Answer: C

Explanation:
Customer service excellence requiresconsistent high standards across all aspects of the customer experience. The IASP SPP curriculum highlights that holistic excellence, including product quality, responsiveness, empathy, and reliability, drives customer satisfaction and loyalty. Focusing on only one area or caring alone is insufficient for sustained competitive advantage.#IASP SPP Study Guide - Customer Service Excellence##Parasuraman, Zeithaml, & Berry#

NEW QUESTION # 120
"Positioning" is BEST described as

A. an organization's location in relation to its largest segment.
B. the relative value of an organization's stock compared to its competitors.
C. what differentiates an organization in the eyes of its customers.
D. an organization's choice of media and strategies for marketing its products/services.

Answer: C

Explanation:
Positioning refers to thestrategic process of differentiating an organization in the minds of its customers by clearly defining unique value propositions and identity. It shapes customer perceptions and influences buying decisions. The IASP SPP framework emphasizes positioning as key to competitive advantage and strategy formulation, guiding marketing, product development, and communications. Positioning is distinct from marketing media choices, stock valuation, or physical location, focusing instead on perception and value differentiation.#IASP SPP Study Guide - Positioning and Differentiation##Kotler, Marketing Management#

NEW QUESTION # 121
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:

A. (1) an environmental scan; and, (2) a SWOT cross-impact analysis.
B. (1) the relationship between stakeholder groups; and, (2) the persona analysis and design.
C. (1) the value proposition; and, (2) the operating model.
D. (1) the organization's mission; and, (2) the organization's current vision.

Answer: C

Explanation:
Developing a business model centers on clarifyingwhat value is offered (value proposition)andhow the organization operates to deliver that value (operating model). The value proposition defines the unique benefits the organization provides to customers or stakeholders, while the operating model details the resources, processes, and organizational capabilities required to create and deliver that value. This dual focus aligns with the BCG's approach and is foundational in strategic formulation, ensuring that the business model is coherent and executable. The mission and vision are important but represent broader guiding statements rather than operational or value elements. The IASP SPP curriculum emphasizes this twofold focus for effective business model development to drive strategy formulation and competitive positioning.#IASP SPP Study Guide - Business Model Development##Osterwalder & Pigneur, Business Model Generation#

NEW QUESTION # 122
An effective vision statement

A. is future oriented and inspiring.
B. is carefully defined and complete.
C. explains the organization's strategy.
D. sets aggressive financial goals.

Answer: A

Explanation:
An effective vision statement provides afuture-oriented, inspiring picture of what the organization aspires to become. It motivates stakeholders and guides strategic direction without prescribing detailed strategies or financial targets. The IASP SPP curriculum stresses that clear and compelling vision statements align organizational efforts and build shared purpose. While precision and completeness are valuable, the primary role of vision is aspirational, not operational.#IASP SPP Study Guide - Vision and Mission#
#Drucker, The Practice of Management#

NEW QUESTION # 123
According to the concept of Blue Ocean Strategy, blue oceans represent

A. untapped market space
B. highly competitive markets
C. regulated markets
D. presently defined market space

Answer: A

Explanation:
Blue Ocean Strategy refers to creatinguntapped market spacewhere competition is irrelevant, focusing on innovation and value creation. The IASP SPP curriculum introduces this concept as a method to break from saturated "red ocean" markets characterized by intense rivalry. Blue oceans enable organizations to pursue growth by creating new demand and differentiating offerings.#IASP SPP Study Guide - Innovation and Growth##Kim & Mauborgne, Blue Ocean Strategy#

NEW QUESTION # 124
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