BUSN258 Midterm Exam 2

1.

Question :

(TCO 1) The letter L in the acronym LIFE stands for ________.

Points Received:

5 of 5

2.

Question :

(TCO 2) Customer loyalty is:

Points Received:

5 of 5

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?

Points Received:

5 of 5

4.

Question :

(TCO 10) Customer loyalty is NOT:

Points Received:

5 of 5

5.

Question :

(TCO 3) One of the main principles behind globalization and expansion across cultural and geographic boundaries is:

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 1) A company's culture is made up of:

Points Received:

5 of 5

9.

Question :

(TCO 6) In any conversation, many of the things we communicate are ________.

Points Received:

5 of 5

10.

Question :

(TCO 7) Which of the following factors does NOT complicate the listening process?

Points Received:

5 of 5

11.

Question :

(TCO 8) To end a call:

Points Received:

5 of 5

12.

Question :

(TCO 7) Listening is the only communication skill that is:

Points Received:

5 of 5

13.

Question :

(TCO 6) The end result of CAA is that you:

Points Received:

5 of 5

14.

Question :

(TCO 6) Taking notes during a conversation is:

Points Received:

5 of 5

15.

Question :

(TCO 13) Which of the following benefits does NOT apply to the advantages of a company using websites?

Points Received:

5 of 5

16.

Question :

(TCO 13) Which of the following is NOT a method for providing the customers with human contact despite high-tech communication systems?

Points Received:

5 of 5

17.

Question :

(TCO 13) Structured knowledge bases are:

Points Received:

5 of 5

18.

Question :

(TCO 6) The key to holding interest in a conversation is:

Points Received:

5 of 5

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?

Points Received:

15 of 15

2.

Question :

(TCO 7, 8) How can you keep a caller on track?

Points Received:

15 of 15

3.

Question :

(TCO 8) Explain ways to diffuse the customer's anger or frustration.

Points Received:

15 of 15

Photos

BUSN258 Midterm Exam 2
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