BUSN 258 WEEK 4 MIDTERM VERSION 3
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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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