BUSN 258 Week 4 Midterm - Set 1

1.

Question :

(TCO 1) Excellent organizations are:

Points Received:

5 of 5

2.

Question :

(TCO 2) The Gallup organization studied the impact of customer ________ on long-term customer loyalty and profitability.

Points Received:

5 of 5

3.

Question :

(TCO 9) You can gain loyal online customers through a lack of competition if:

Points Received:

5 of 5

4.

Question :

(TCO 10) Customer dissatisfaction with a firm's phone call handling stems from:

Points Received:

5 of 5

5.

Question :

(TCO 3) A smile originates in the:

Points Received:

5 of 5

6.

Question :

(TCO 4) What percent of shopping decisions are made at the point of purchase?

Points Received:

5 of 5

7.

Question :

(TCO 1) A business will lose 10—30% of its customers in what time frame?

Points Received:

5 of 5

8.

Question :

(TCO 8) Behavior is:

Points Received:

5 of 5

9.

Question :

(TCO 6) Which of the following reasons is NOT a reason for not seeking clarification in a conversation?

Points Received:

5 of 5

10.

Question :

(TCO 7) Which of the following suggestions is NOT part of the minimum requirements for listening?

Points Received:

5 of 5

11.

Question :

(TCO 8) To end a call:

Points Received:

5 of 5

12.

Question :

(TCO 7) When it comes to listening versus speaking:

Points Received:

5 of 5

13.

Question :

(TCO 6) Changing channels does NOT stem from:

Points Received:

5 of 5

14.

Question :

(TCO 6) Calling yourself Mr. or Ms. may give the impression that you are:

Points Received:

5 of 5

15.

Question :

(TCO 13) Many customers get their first impression of your company from:

Points Received:

5 of 5

16.

Question :

(TCO 13) Customers expect a page to load in less than:

Points Received:

5 of 5

17.

Question :

(TCO 13) Click-path refers to

Points Received:

5 of 5

18.

Question :

(TCO 6) The first step in handling an upset caller is to ________.

Points Received:

5 of 5

Page:

1 2

1.

Question :

(TCO 1, 4) Define what the word "customer" means in the context of this chapter and discuss the two different kinds of customers that every business has.

Points Received:

14 of 15

2.

Question :

(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?

Points Received:

13 of 15

3.

Question :

(TCO 8) What is meant by appropriate dress and grooming for the workplace?

Points Received:

10 of 15

Photos

BUSN 258 Week 4 Midterm - Set 1
$20.00 Tax included. Shipping not included.

User reviews

No reviews. Be the first to write one!

Delivery

All purchases are sent via email. Check your inbox and spam folder for an email from DevryGenius.com.

Promotions

Subscribe to our newsletter to receive special discounts and offers.

Contact us

DevryGenius.com
New York, NY 10011
support@devrygenius.com,

Newsletter

Sign up and never miss another deal.