DeVry BUSN 258 Week 4 Midterm Exam

 Student Answer: staffed by people who project utmost professionalism.   led by people who have the customer’s best interest at heart.   fun places to work.

ordered by people who place a high emphasis on demeanor.   

 

1.Question :(TCO 1) Excellent organizations are:

 

 

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

Student Answer: engagement through emotional attachment   satisfaction   commitment to buy again    none of the above

 

 

3.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 B   neither A nor B

 

 

4.Question :(TCO 10) Customer dissatisfaction with a firm’s 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 B    neither A nor B

 

     

5.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 10—30% 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 above

 

 

17.Question :(TCO 13) Click-path refers to

Student 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?