BUSN 258 WEEK 4 MIDTERM VERSION 1
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BUSN 258 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?
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