BUSN 258 WEEK 4 MIDTERM VERSION 2
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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.
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