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BUSN 258 Week 4 Midterm – Set 1 Perfect A+ Answers

BUSN 258 Week 4 Midterm – Set 1 Perfect A+ Answers

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

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BUSN 258 Week 4 Midterm - Set 1 Perfect A+ Answers

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