BUSN 258 Week 4 Midterm - Set 2 (Devry)
For more course tutorials visit www.busn258.com 1.Question :(TCO 1) The letter L in the acronym LIFE stands for ________. 2. Question : (TCO 2) Customer loyalty is: 3. Question : (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. Question : (TCO 10) Customer loyalty is NOT: 5. Question : (TCO 3) One of the main principles behind globalization and expansion across cultural and geographic boundaries is: 6. Question : (TCO 4) What percent of shopping decisions are made at the point of purchase? 7. Question : (TCO 1) A business will lose 10—30% of its customers in what time frame? 8. Question : (TCO 1) A company's culture is made up of: 9. Question : (TCO 6) In any conversation, many of the things we communicate are ________. 10. Question : (TCO 7) Which of the following factors does NOT complicate the listening process? 11. Question : (TCO 8) To end a call: 12. Question : (TCO 7) Listening is the only communication skill that is: 13. Question : (TCO 6) The end result of CAA is that you: 14. Question : (TCO 6) Taking notes during a conversation is: 15. Question : (TCO 13) Which of the following benefits does NOT apply to the advantages of a company using websites? 16. Question : (TCO 13) Which of the following is NOT a method for providing the customers with human contact despite high-tech communication systems? 17. Question : (TCO 13) Structured knowledge bases are: 18. Question : (TCO 6) The key to holding interest in a conversation is: Page:1 2 1. Question : (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. Question : (TCO 7, 8) How can you keep a caller on track? 3. Question : (TCO 8) Explain ways to diffuse the customer's anger or frustration.
For more course tutorials visit
www.busn258.com
1.Question :(TCO 1) The letter L in the acronym LIFE stands for ________.
2. Question : (TCO 2) Customer loyalty is:
3. Question : (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. Question : (TCO 10) Customer loyalty is NOT:
5. Question : (TCO 3) One of the main principles behind globalization and expansion across cultural and geographic boundaries is:
6. Question : (TCO 4) What percent of shopping decisions are made at the point of purchase?
7. Question : (TCO 1) A business will lose 10—30% of its customers in what time frame?
8. Question : (TCO 1) A company's culture is made up of:
9. Question : (TCO 6) In any conversation, many of the things we communicate are ________.
10. Question : (TCO 7) Which of the following factors does NOT complicate the listening process?
11. Question : (TCO 8) To end a call:
12. Question : (TCO 7) Listening is the only communication skill that is:
13. Question : (TCO 6) The end result of CAA is that you:
14. Question : (TCO 6) Taking notes during a conversation is:
15. Question : (TCO 13) Which of the following benefits does NOT apply to the advantages of a company using websites?
16. Question : (TCO 13) Which of the following is NOT a method for providing the customers with human contact despite high-tech communication systems?
17. Question : (TCO 13) Structured knowledge bases are:
18. Question : (TCO 6) The key to holding interest in a conversation is:
Page:1 2
1. Question : (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. Question : (TCO 7, 8) How can you keep a caller on track?
3. Question : (TCO 8) Explain ways to diffuse the customer's anger or frustration.
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<strong>BUSN</strong> <strong>258</strong> <strong>Week</strong> 4 <strong>Midterm</strong> - <strong>Set</strong> 2 (<strong>Devry</strong>)Click Here to Buy the Tutorialhttp://www.busn<strong>258</strong>.com/product-35-<strong>BUSN</strong>-<strong>258</strong>-<strong>Week</strong>-4-<strong>Midterm</strong>-<strong>Set</strong>-2For more course tutorials visitwww.busn<strong>258</strong>busn<strong>258</strong>.com1.Question :(TCO 1) The letter L in the acronym LIFE stands for________.2. Question : (TCO 2) Customer loyalty is:3. Question : (TCO 9) Despite many similarities between them, Wal-Mart and K-Mart have very different results, largely because of "littlethings" that seem to result in better customer service. How do thesales of these two companies compare?4. Question : (TCO 10) Customer loyalty is NOT:5. Question : (TCO 3) One of the main principles behind globalizationand expansion across cultural and geographic boundaries is:6. Question : (TCO 4) What percent of shopping decisions are madeat the point of purchase?7. Question : (TCO 1) A business will lose 10—30% of its customersin what time frame?8. Question : (TCO 1) A company's culture is made up of:9. Question : (TCO 6) In any conversation, many of the things wecommunicate are ________.10. Question : (TCO 7) Which of the following factors does NOTcomplicate the listening process?11. Question : (TCO 8) To end a call:
12. Question : (TCO 7) Listening is the only communication skill thatis:13. Question : (TCO 6) The end result of CAA is that you:14. Question : (TCO 6) Taking notes during a conversation is:15. Question : (TCO 13) Which of the following benefits does NOTapply to the advantages of a company using websites?16. Question : (TCO 13) Which of the following is NOT a method forproviding the customers with human contact despite high-techcommunication systems?17. Question : (TCO 13) Structured knowledge bases are:18. Question : (TCO 6) The key to holding interest in a conversationis:Page:1 21. Question : (TCO 1, 4) Your author cites Ockham's razor, a logicalapproach that asserts that when trying to understand a situation, thesimplest explanation is usually the right one. What does this mean inthe context of customer service?2. Question : (TCO 7, 8) How can you keep a caller on track?3. Question : (TCO 8) Explain ways to diffuse the customer's angeror frustration.
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