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## BUSN 278 Week 4 Midterm

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(TCO 1) The type of budget that is updated on a regular basis is known as a ________________

(TCO 2) The quantitative forecasting method that uses actual sales from recent time periods to predict future sales assuming that the closest time period is a more accurate predictor of future sales is:

(TCO 3) The regression statistic that measures how many standard errors the coefficient is from zero is the ________________

(TCO 4) Capital expenditures are incurred for all of the following reasons except:

(TCO 5) Which of the following is not true when ranking proposals using zero-base budgeting?

(TCO 6) Which of the following ignores the time value of money?

(TCO 1) There are several approaches that may be used to develop the budget. Managers typically prefer an approach known as participative budgeting. Discuss this form of budgeting and identify its advantages and disadvantages.

(TCO 2) There are a variety of forecasting techniques that a company may use. Identify and discuss the three main quantitative approaches used for time series forecasting models.

(TCO 2) The Federal Election Commission maintains data showing the voting age population, the number of registered voters, and the turnout for federal elections. The following table shows the national voter turnout as a percentage of the voting age population from 1972 to 1996 (The Wall Street Journal Almanac; 1998):

(TCO 3) Use the table “Food and Beverage Sales for Paul’s Pizzeria” to answer the questions below.

(TCO 6) Jackson Company is considering two capital investment proposals. Estimates regarding each project are provided below:

(TCO 6) Top Growth Farms, a farming cooperative, is considering purchasing a tractor for \$468,000. The machine has a 10-year life and an estimated salvage value of \$32,000. Top Growth uses straight-line depreciation. Top Growth estimates that the annual cash flow will be \$78,000. The required rate of return is 9%.

Part (a) Calculate the payback period.
Part (b) Calculate the net present value.
Part (c) Calculate the accounting rate of return

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## BUSN 278 Budgeting and Forecasting – Course Project + Weekly Discussions + Midterm Exam

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## BUSN 258 Week 4 Midterm – Set 2

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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 Week 8 Final Exam 1 Answers

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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 Entire Course

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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 278 Final Exam

Joe Ward's insight:

1. (TCO 7) The first step in creating the master budget is the sales budget. Describe this budget and the information it includes. Why is the accuracy of the sales budget important?

2. (TCO 9) Understanding how costs behave can help managers plan operations and choose between various courses of action

3. (TCO 6) Yappy Company is considering a capital investment of \$320,000 in additional equipment. The new equipment is expected to have a useful life of 8 years with no salvage value. Depreciation is computed by the straight-line method. During the life of the investment, annual net income and cash inflows are expected to be \$25,000 and \$65,000, respectively. Yappy requires a 10% return on all new investments.

4. (TCO 7) Roswell Company has budgeted sales revenue as follows for the next 4 months as follows:

5. (TCO 8) Eastern Company’s budgeted and actual sales for 2009 were

6. (TCO 9) The Mays Clinic has the following monthly telephone records and costs

1. (TCO 7) The first step in creating the master budget is the sales budget. Describe this budget and the information it includes. Why is the accuracy of the sales budget important? (Points : 20)

2. (TCO 9) Understanding how costs behave can help managers plan operations and choose between various courses of action

3. (TCO 6) Yappy Company is considering a capital investment of \$320,000 in additional equipment. The new equipment is expected to have a useful life of 8 years with no salvage value. Depreciation is computed by the straight-line method. During the life of the investment, annual net income and cash inflows are expected to be \$25,000 and \$65,000, respectively. Yappy requires a 10% return on all new investments

4. (TCO 7) Roswell Company has budgeted sales revenue as follows for the next 4 months as follows:

5. (TCO 8) Eastern Company’s budgeted and actual sales for 2009 were

6. (TCO 9) The Mays Clinic has the following monthly telephone records and costs

(TCO 6) Yappy Company is considering a capital investment of \$320,000 in additional equipment. The new equipment is expected to have a useful life of 8 years with no salvage value. Depreciation is computed by the straight-line method. During the life of the investment, annual net income and cash inflows are expected to be \$25,000 and \$65,000, respectively. Yappy requires a 10% return on all new investments

(TCO 7) Roswell Company has budgeted sales revenue as follows for the next 4 months as follows:

(TCO 8) Eastern Company’s budgeted and actual sales for 2009 were:

(TCO 9) The Mays Clinic has the following monthly telephone records and costs:

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## BUSN 258 Week 8 Final Exam 2 Answers

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BUSN 258 Week 8 Final Exam 2 Answers

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## BUSN 258 Week 4 Midterm – Set 1

Joe Ward's insight:

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 All Weekly Assignments

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BUSN 258 All Weekly Assignments

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## BUSN 258 Customer Relations – All 8 Weeks Discussions

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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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