Sep/dec 2015 Posie- address the question requirement

The question related to the problem 3 of APM exam in Sep/dec 2015 Posie
https://www.chinaacc.com/upload/html/2016/02/01/zhd3db83e410dc448998546e2ae5e8d16e.pdf
For the question 3a. Advise the board how the six sigma project at Posie to reduce returns from customers could be implemented using DMAIC methodology.
In the sample answer there is a paragraph related to the step of “define the problem” in DMAIC:
“Beyond this basic requirement, there may be aspects of the manufacturing product which further enhance the customers’ experience of the product and presumably of the Posie brand. Customers may be particularly pleased with furniture which is delivered early or at a time especially convenient to them, or which is robust, durable and ‘well-made’. These perceptions are subjective and may equally relate to design or the quality of raw materials as to the manufacturing process. By identifying where the products exceed customers’ expectations, it may be possible to focus more on these aspects in the future. While products which significantly exceed customers’ expectations will enhance the Posie brand, it may also indicate a quality of manufacture which is too high and allow Posie to reduce manufacturing costs in accordance with its cost leadership strategy whilst still having mainly satisfied customer”
I see that this parapgraph loosely relates to the requirement of question. Can you comment about that?
And I have another question: in APM exam if I write about somethings which are not directly addressed the requiements but have some relations with the subjects/issues referred to in the question requirement, can i score marks?
Thanks!