Devry BUSN258 Final Exam 1 ANSWERS

BUSN 258
Final Exam 1 ANSWERS
Question :
(TCO 1) The best way to win customer loyalty is to:
Points Received:
5 of 5
2.
Question :
(TCO 2) Which of the following problems is NOT listed as a people
turnoff?
Points Received:
5 of 5
3.
Question :
(TCO 3) Small companies can compete against larger ones if they
offer:
Points Received:
5 of 5
4.
Question :
(TCO 4) Which of the following is NOT an example of something a
company can do to enhance extrinsic value?
Points Received:
5 of 5
5.
Question :
(TCO 5) Companies cannot wait years for their customers to see
long-term value, so they should:
Points Received:
5 of 5
6.
Question :
(TCO 4) Smart companies connect with their customers through:
Points Received:
5 of 5
7.
Question :
(TCO 5) Intrinsic value arises from:
Points Received:
5 of 5
8.
Question :
(TCO 5) Communication efficiency is:
Points Received:
5 of 5
9.
Question :
(TCO 5) Customer convenience stems from:
Points Received:
5 of 5
10.
Question :
(TCO 4) How long do Americans want to spend preparing a meal?
Points Received:
5 of 5
11.
Question :
(TCO 9) To avoid requiring customers to do repetitive tasks:
Points Received:
5 of 5
12.
Question :
(TCO 8) A company’s culture is made up of:
Points Received:
5 of 5
13.
Question :
(TCO 8) Many customers get their first impression of your company
from:
Points Received:
5 of 5
14.
Question :
(TCO 9) Calling yourself Mr. or Ms. may give the impression that:
Points Received:
5 of 5
15.
Question :
(TCO 8) Which employees do most customers associate with a
company?
Points Received:
5 of 5
16.
Question :
(TCO 10) The three-step process for acting on complaints does NOT
include:
Points Received:
5 of 5
17.
Question :
(TCO 10) What percent of customers whose complaints are dealt with
report a willingness to do business with a company again?
Points Received:
5 of 5
18.
Question :
(TCO 10) Feedback is a form of:
Points Received:
5 of 5
19.
Question :
(TCO 10) A quick response to a customer’s problem should convey:
Points Received:
5 of 5
20.
Question :
(TCO 11) When it comes to listening versus speaking:
Points Received:
5 of 5
21.
Question :
(TCO 12) A good strategy with an angry customer is:
Points Received:
5 of 5
22.
Question :
(TCO 6) Which of the following behaviors is NOT characteristic of
aggressive people?
Points Received:
5 of 5
23.
Question :
(TCO 11) Abrasiveness refers to:
Points Received:
5 of 5
24.
Question :
(TCO 13) In the NPS formula, the P stands for:
Points Received:
5 of 5
25.
Question :
(TCO 13) Market share refers to:
Points Received:
5 of 5
1.
Question :
(TCO 1, 2) Define and explain the NPS formula and how it applies
to customer satisfaction.
Points Received:
25 of 25
Superb response
2.
Question :
(TCO 4,5) Explain the concept of goodness of product fit.
Points Received:
25 of 25
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.
Points Received:
25 of 25
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?
Points Received:
25 of 25
Brilliant response
5.
Question :
(TCO 13) Describe the difference between customer share and market
share. Explain which concept is more important.
Points Received:
25 of 25
Outstanding response