DeVry BUSN 258 Week 4 Midterm Exam

DeVry BUSN 258 Week 4 Midterm Exam

1.Question :(TCO 1) Excellent organizations are:Student Answer:staffed by people who project utmost professionalism.led by people who have the customers best interest at heart.fun places to work.ordered by people who place a high emphasis on demeanor.2.Question :(TCO 2) The Gallup organization studied the impact of customer on long-term customer loyalty and profitability.Student Answer:engagement through emotional attachmentsatisfactioncommitment to buy againnone of the above3.Question :(TCO 9) You can gain loyal online customers through a lack of competition if:Student Answer:your website has a unique slant on your industry.you effectively use FAQs and searchable knowledge databases.both A and Bneither A nor B4.Question :(TCO 10) Customer dissatisfaction with a firms phone call handling stems from:Student Answer:inability of employees to use the features of telephone and voice mail systems.shortcomings in treating customers with the highest degree of courtesy.both A and Bneither A nor B5.Question :(TCO 3) A smile originates in the:6.Question :(TCO 4) What percent of shopping decisions are made at the point of purchase?7.Question :(TCO 1) A business will lose 1030% of its customers in what time frame?8.Question :(TCO 8) Behavior is:9.Question :(TCO 6) Which of the following reasons is NOT a reason for not seeking clarification in a conversation?Comments:10.Question :(TCO 7) Which of the following suggestions is NOT part of the minimum requirements for listening?11.Question :(TCO 8) To end a call:12.Question :(TCO 7) When it comes to listening versus speaking:13.Question :(TCO 6) Changing channels does NOT stem from:14.Question :(TCO 6) Calling yourself Mr. or Ms. may give the impression that you are:15.Question :(TCO 13) Many customers get their first impression of your company from:16.Question :(TCO 13) Customers expect a page to load in less than:Student Answer:10 seconds.8 seconds.12 seconds.none of the above17.Question :(TCO 13) Click-path refers toStudent Answer:how you can measure the reponse time when a customer clicks on your site.how many times a customer has clicked on your site and where the customer visited.a record of all the sites/URLs the customer clicked to get to your site.whether or not your site has more than one place for a customer to click on your site.18.Question :(TCO 6) The first step in handling an upset caller is to .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.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?3.Question :(TCO 8) What is meant by appropriate dress and grooming for the workplace?


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