BUSN 258 Week 8 Final Exam 1 (DEVRY)

BUSN 258 Week 8 Final Exam 1 (DEVRY)

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Attachments: BUSN 258 Week 8 Final Exam 1.docx [ Preview Here ]

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.

 

 

Superb response

 

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

 

Awesome response

 

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.

 

 

Fantastic response

 

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?

 

Brilliant response

 

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

 

Outstanding response 

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