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