BUSN 258 WEEK 4 MIDTERM PACKAGE
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BUSN 258 WEEK 4 MIDTERM PACKAGE
Week 4 Midterm – Version 1
- Multiple Choice
1.
(TCO
1) Excellent
organizations are:
2.
(TCO
2) The Gallup
organization studied the impact of customer ________ on long-term customer
loyalty and profitability.
3.
(TCO
9) You can gain
loyal online customers through a lack of competition if:
4.
(TCO
10) Customer
dissatisfaction with a firm’s phone call handling stems from:
5.
(TCO
3) A smile
originates in the:
6.
(TCO
4) What percent of
shopping decisions are made at the point of purchase?
7.
(TCO
1) A business will
lose 10—30% of its customers in what time frame?
8.
(TCO
8) Behavior is:
9.
(TCO
6) Which of the
following reasons is NOT a reason for not seeking clarification in a
conversation?
10. (TCO 7) Which of the following suggestions is NOT part of the minimum
requirements for listening?
11. (TCO 8) To end a call:
12. (TCO 7) When it comes to listening versus speaking:
13. (TCO 6) Changing channels does NOT stem from:
14. (TCO 6) Calling yourself Mr. or Ms. may give the impression that
you are:
15. (TCO 13) Many customers get their first impression of your company
from:
16. (TCO 13) Customers expect a page to load in less than:
17. (TCO 13) Click-path refers to
18. (TCO 6) The first step in handling an upset caller is to ________.
- Essay Type
1.
(TCO
1, 4) Define what the
word “customer” means in the context of this chapter and discuss the two
different kinds of customers that every business has.
2.
(TCO
7, 8) What are the
three “I”s of eye communication, and how do you see each used in a typical
face-to-face sales encounter?
3.
(TCO
8) What is meant by
appropriate dress and grooming for the workplace?
BUSN 258 Week 4 Midterm – Version 2
- Multiple Choice
1.
(TCO
1) The letter L in
the acronym LIFE stands for ________.
2.
(TCO
2) Customer loyalty
is:
3.
(TCO
9) Despite many
similarities between them, Wal-Mart and K-Mart have very different results,
largely because of “little things” that seem to result in better customer
service. How do the sales of these two companies compare?
4.
(TCO
10) Customer loyalty
is NOT:
5.
(TCO
3) One of the main
principles behind globalization and expansion across cultural and geographic
boundaries is:
6.
(TCO
4) What percent of
shopping decisions are made at the point of purchase?
7.
(TCO
1) A business will
lose 10—30% of its customers in what time frame?
8.
(TCO
1) A company’s
culture is made up of:
9.
(TCO
6) In any
conversation, many of the things we communicate are ________.
10. (TCO 7) Which of the following factors does NOT complicate the
listening process?
11. (TCO 8) To end a call:
12. (TCO 7) Listening is the only communication skill that is:
13. (TCO 6) The end result of CAA is that you:
14. (TCO 6) Taking notes during a conversation is:
15. (TCO 13) Which of the following benefits does NOT apply to the
advantages of a company using websites?
16. (TCO 13) Which of the following is NOT a method for providing the
customers with human contact despite high-tech communication systems?
17. (TCO 13) Structured knowledge bases are:
18. (TCO 6) The key to holding interest in a conversation is:
- Essay Type
1.
(TCO
1, 4) Your author
cites Ockham’s razor, a logical approach that asserts that when trying to
understand a situation, the simplest explanation is usually the right one. What
does this mean in the context of customer service?
2.
(TCO
7, 8) How can you keep
a caller on track?
3.
(TCO
8) Explain ways to
diffuse the customer’s anger or frustration.
BUSN 258 Week 4 Midterm – Version 3
- Multiple Choice
1.
(TCO
1) The letter L in
the acronym LIFE stands for ________.
2.
(TCO
2) The Gallup
organization studied the impact of customer ________ on long-term customer
loyalty and profitability.
3.
(TCO
9) Despite many
similarities between them, Wal-Mart and K-Mart have very different results,
largely because of “little things” that seem to result in better customer
service. How do the sales of these two companies compare?
4.
(TCO
10) Customer loyalty
is NOT:
5.
(TCO
3) A smile
originates in the:
6.
(TCO
4) Among the issues
of dealing with the “baby boomer” generation is the consideration that:
7.
(TCO
1) A relationship
with a customer that doesn’t go beyond the current transaction is:
8.
(TCO
1) A company’s
culture is made up of:
9.
(TCO
6) In any
conversation, many of the things we communicate are ________.
10. (TCO 7) Which of the following factors does NOT complicate the
listening process?
11. (TCO 8) One problem with not seeing the person you are talking to
is:
12. (TCO 7) Listening is the only communication skill that is:
13. (TCO 6) One example of self-centeredness is:
14. (TCO 6) Callers should always:
15. (TCO 13) Many customers get their first impression of your company
from:
16. (TCO 13) Which of the following is NOT a method for providing the
customers with human contact despite high-tech communication systems?
17. (TCO 13) Spamming is:
18. (TCO 6) The first step in handling an upset caller is to ________.
- Essay Type
1.
(TCO
1, 4) Your author
cites Ockham’s razor, a logical approach that asserts that when trying to
understand a situation, the simplest explanation is usually the right one. What
does this mean in the context of customer service?
2.
(TCO
7, 8) What are the
three “I”s of eye communication, and how do you see each used in a typical
face-to-face sales encounter?
3.
(TCO
8) Define and
describe a call center.
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