BUSN 258 Full Course - DevryOnlineHelp
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BUSN 258 You Decide - Weeks 2, 5 and 7 | DeVry Online Help

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BUSN 258 You Decide – Weeks 2, 5 and 7

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BUSN 258 Week 8 Final Exam 1 Answers | DeVry Online Help

BUSN 258 Week 8 Final Exam 1 Answers | DeVry Online Help | BUSN 258 Full Course - DevryOnlineHelp | Scoop.it

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1.Question : (TCO 1) The best way to win customer loyalty is to:

2.Question : (TCO 2) Which of the following problems is NOT listed as a people turnoff?

3.Question : (TCO 3) Small companies can compete against larger ones if they offer:

4.Question : (TCO 4) Which of the following is NOT an example of something a company can do to enhance extrinsic value?

5.Question : (TCO 5) Companies cannot wait years for their customers to see long-term value, so they should:

6.Question : (TCO 4) Smart companies connect with their customers through:

7.Question : (TCO 5) Intrinsic value arises from:

8.Question : (TCO 5) Communication efficiency is:

9.Question : (TCO 5) Customer convenience stems from:

10.Question : (TCO 4) How long do Americans want to spend preparing a meal?

11.Question : (TCO 9) To avoid requiring customers to do repetitive tasks:

12.Question : (TCO 8) A company’s culture is made up of:

13.Question : (TCO 8) Many customers get their first impression of your company from:

14.Question : (TCO 9) Calling yourself Mr. or Ms. may give the impression that:

15.Question : (TCO 8) Which employees do most customers associate with a company?

16.Question : (TCO 10) The three-step process for acting on complaints does NOT include:

17.Question : (TCO 10) What percent of customers whose complaints are dealt with report a willingness to do business with a company again?

18.Question : (TCO 10) Feedback is a form of:

19.Question : (TCO 10) A quick response to a customer’s problem should convey:

20.Question : (TCO 11) When it comes to listening versus speaking:

21 Question :(TCO 12) A good strategy with an angry customer is:

22.Question : (TCO 6) Which of the following behaviors is NOT characteristic of aggressive people?

23.Question : (TCO 11) Abrasiveness refers to:

24.Question : (TCO 13) In the NPS formula, the P stands for:

25.Question : (TCO 13) Market share refers to:

1.Question : (TCO 1, 2) Define and explain the NPS formula and how it applies to customer satisfaction.

2.Question :(TCO 4,5) Explain the concept of goodness of product fit.

3.Question : (TCO 6, 7) Describe the two personalities a customer will encounter when doing business with an organization, and provide examples of each from your own experience.

4.Question : (TCO 8, 9) Describe at least three techniques that companies can use to successfully engage their customers. What are your recommendations for improving a company’s ability to engage their customers?

5.Question : (TCO 13) Describe the difference between customer share and market share. Explain which concept is more important.

 
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BUSN 258 Week 4 Midterm - Set 1 | DeVry Online Help

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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.

3.Question : (TCO 9) You can gain loyal online customers through a lack of competition if:

4.Question : (TCO 10) Customer dissatisfaction with a firm’s phone call handling stems from:

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?

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:

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

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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BUSN 258 Customer Relations - All 8 Weeks Discussions | DeVry Online Help

BUSN 258 Customer Relations - All 8 Weeks Discussions | DeVry Online Help | BUSN 258 Full Course - DevryOnlineHelp | Scoop.it

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w1 dq1 – Customer Service – Impact

w1 dq2 – Building Relationships

w2 dq1 – Selling

w2 dq2 – Listening

w3 dq1 – Customer Contact

w3 dq2 – The Web

w4 dq1 – The Unreasonable Customer

w4 dq2 – Trends

w5 dq1 – Customer Feedback

w5 dq2 – Customer Recovery

w6 dq1 – Customer Expectations

w6 dq2 – Customer Loyalty

w7 dq1 – Emotional Labor

w7 dq2 – Employee Empowerment

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BUSN 258 Week 8 Final Exam 2 Answers

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1.Question :  (TCO 1) The first step to reduce waiting time is to:

2.Question : (TCO 2) Communication turnoffs often occur when employees are ignorant of:

3.Question : (TCO 3) Small companies can compete against larger ones if they offer:

4.Question : (TCO 4) Value arises from a tradeoff between:

5.Question : (TCO 5) To enhance value through goodness of product fit:

6.Question : (TCO 4) If several people are asking the same question, you have:

7.Question : (TCO 5) Intrinsic value arises from:

8.Question : (TCO 5) The best companies to work for:

9.Question : (TCO 5) Customer convenience stems from:

10.Question : (TCO 4) Communication effectiveness is NOT best achieved when the message is:

11.Question : (TCO 9) Excellent organizations are:

12.Question : (TCO 8) Behavior is:

13.Question : (TCO 8) One problem with not seeing the person you are talking to is:

14.Question : (TCO 9) How far from your mouth should the telephone mouthpiece be?

15.Question : (TCO 8) To end a call:

16.Question : (TCO 10) Customer dissatisfaction with a firm’s phone call handling stems from:

17.Question : (TCO 10) Open communication occurs best when:

18.Question : (TCO 10) Feedback is a form of:

19.Question : (TCO 10) Which of the following strategies is NOT a great method of soliciting feedback?

20.Question : (TCO 12) Positive language conveys more of what than negative language?

21.Question : (TCO 12) A good strategy with an angry customer is:

22.Question : (TCO 6) Assertiveness and abrasiveness are:

23.Question : (TCO 11) An average company will lose what percentage of its customers every five years?

24.Question : (TCO 13) Interactivity between businesses and customers:

25.Question : (TCO 13) The fastest growing population in the U.S. today is:

1.Question : (TCO 1, 2) Evaluate the following statement. Your complaining customer is often your least valuable/most valuable customer. Back up your answer with concepts and examples.

2.Question : (TCO 4, 5) Discuss the impact of ignoring e-mails or delaying responses to e-mail from customers in a business setting.

3.Question : (TCO 6, 7) Describe the two personalities a customer will encounter when doing business with an organization, and provide examples of each from your own experience.

4.Question : (TCO 8, 9) Sometimes we walk into a store and we feel like we’re the most important person in the world. Other times, we enter a business, and we might as well be invisible. What are some examples of companies that succeed and companies that fail in engaging their customers? What are your recommendations for improvement for places you do business?

5.Question : (TCO 13) Explain the concept of personalized self-serve solutions and the role of Web content as it relates to a customer’s individual needs.

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BUSN 258 Week 4 Midterm - Set 2 | DeVry Online Help

BUSN 258 Week 4 Midterm - Set 2 | DeVry Online Help | BUSN 258 Full Course - DevryOnlineHelp | Scoop.it

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

2.Question : (TCO 2) Customer loyalty is:

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?

4.Question : (TCO 10) Customer loyalty is NOT:

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

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

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

10.Question : (TCO 7) Which of the following factors does NOT complicate the listening process?

11.Question : (TCO 8) To end a call:

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

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

14.Question : (TCO 6) Taking notes during a conversation is:

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

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

17.Question : (TCO 13) Structured knowledge bases are:

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

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?

2.Question : (TCO 7, 8) How can you keep a caller on track?

3. Question : (TCO 8) Explain ways to diffuse the customer’s anger or frustration.

 
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BUSN 258 Entire Course / Everything Included + Final Exam

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Case Studies – Weeks 3 and 6

Midterm – Week 4 – 2 Sets fully answered

You Decide – Weeks 2, 5 and 7

Assignments – Weeks 1, 2, 4, 5, 7

Final – Week 8

All 7 Weeks Discussions

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BUSN 258 All Weekly Assignments | DeVry Online Help

BUSN 258 All Weekly Assignments | DeVry Online Help | BUSN 258 Full Course - DevryOnlineHelp | Scoop.it

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