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