BUSN 258 WEEK 8 FINAL EXAM PACKAGE
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BUSN 258 WEEK 8 FINAL EXAM PACKAGE
BUSN 258 Final Exam – Version 1
- Multiple Choice
1.
(TCO
1) The best way to
win customer loyalty is to:
2.
(TCO
2) Which of the
following problems is NOT listed as a people turnoff? Points
3.
(TCO
3) Small companies
can compete against larger ones if they offer:
4.
(TCO
4) Which of the
following is NOT an example of something a company can do to enhance extrinsic
value?
5.
(TCO
5) Companies cannot
wait years for their customers to see long-term value, so they should:
6.
(TCO
4) Smart companies
connect with their customers through:
7.
(TCO
5) Intrinsic value
arises from:
8.
(TCO
5) Communication
efficiency is:
9.
(TCO
5) Customer
convenience stems from:
10. (TCO 4) How long do Americans want to spend preparing a meal?
11. (TCO 9) To avoid requiring customers to do repetitive tasks:
12. (TCO 8) A company’s culture is made up of:
13. (TCO 8) Many customers get their first impression of
your company from:
14. (TCO 9) Calling yourself Mr. or Ms. may give the impression that:
15. (TCO 8) Which employees do most customers associate with a
company?
16. (TCO 10) The three-step process for acting on complaints does NOT
include:
17. (TCO 10) What percent of customers whose complaints are dealt with
report a willingness to do business with a company again?
18. (TCO 10) Feedback is a form of:
19. (TCO 10) A quick response to a customer’s problem should convey:
20. (TCO 11) When it comes to listening versus speaking:
21. (TCO 12) A good strategy with an angry customer is:
22. (TCO 6) Which of the following behaviors is NOT characteristic of
aggressive people?
23. (TCO 11) Abrasiveness refers to:
24. (TCO 13) In the NPS formula, the P stands for:
25. (TCO 13) Market share refers to:
- Essay Type
1.
(TCO
1, 2) Define and
explain the NPS formula and how it applies to customer satisfaction.
2.
(TCO
4,5) Explain the
concept of goodness of product fit.
3.
(TCO
6,7) Describe the two
personalities a customer will encounter when doing business with an
organization,and provide examples of each from your own experience.25 of 25
4.
(TCO
8, 9) Describe at
least three techniques that companies can use to successfully engage their
customers. What are your recommendations for improving a company’s ability to
engage their customers?
5.
(TCO
13) Describe the
difference between customer share and market share. Explain which concept is
more important.
BUSN 258 Final Exam – Version 2
- Multiple Choice
1.
(TCO
1) The first step
to reduce waiting time is to:
2.
(TCO
2) Communication
turnoffs often occur when employees are ignorant of:
3.
(TCO
3) Small companies can
compete against larger ones if they offer:
4.
(TCO
4) Value arises
from a tradeoff between:
5.
(TCO
5) To enhance value
through goodness of product fit:
6.
(TCO
4) If several
people are asking the same question, you have:
7.
(TCO
5) Intrinsic value
arises from:
8.
(TCO
5) The best
companies to work for:
9.
(TCO
5) Customer
convenience stems from:
10. (TCO 4) Communication effectiveness is NOT best achieved when the
message
11. (TCO 9) Excellent organizations are:
12. (TCO 8) Behavior is:
13. (TCO 8) One problem with not seeing the person you are talking to
is:
14. (TCO 9) How far from your mouth should the telephone mouthpiece
be?
15. (TCO 8) To end a call:
16. (TCO 10) Customer dissatisfaction with a firm’s phone call handling
stems from:
17. (TCO 10) Open communication occurs best when:
18. (TCO 10) Feedback is a form of:
19. (TCO 10) Which of the following strategies is NOT a great method of
soliciting feedback?
20. (TCO 12) Positive language conveys more of what than negative
language?
21. (TCO 12) A good strategy with an angry customer is:
22. (TCO 6) Assertiveness and abrasiveness are:
23. (TCO 11) An average company will lose what percentage of its
customers every five years?
24. (TCO 13) Interactivity between businesses and customers:
25. (TCO 13) The fastest growing population in the U.S. today is:
- Essay Type
1.
(TCO
1, 2) Evaluate the
following statement. Your complaining customer is often your least
valuable/most valuable customer. Back up your answer with concepts and
examples.
2.
(TCO
4, 5) Discuss the
impact of ignoring e-mails or delaying responses to e-mail from customers in a
business setting.
3.
(TCO
6, 7) Describe the two
personalities a customer will encounter when doing business with an
organization, and provide examples of each from your own experience.
4.
(TCO
8, 9) Sometimes we
walk into a store and we feel like we’re the most important person in the
world. Other times, we enter a business, and we might as well be invisible.
What are some examples of companies that succeed and companies that fail in
engaging their customers? What are your recommendations for improvement for
places you do business?
5.
(TCO
13) Explain the
concept of personalized self-serve solutions and the role of Web content as it
relates to a customer’s individual needs.
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