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Devry BUSN258 Midterm Exam 1 ANSWERS

BUSN 258 Midterm Exam 1 ANSWERS

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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