Devry BUSN258 Midterm Exam 2 ANSWERS

BUSN 258
Midterm Exam 2 ANSWERS
Question :
(TCO 1) The letter L in the acronym LIFE stands for ________.
Points Received:
5 of 5
2.
Question :
(TCO 2) Customer loyalty is:
Points Received:
5 of 5
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?
Points Received:
5 of 5
4.
Question :
(TCO 10) Customer loyalty is NOT:
Points Received:
5 of 5
5.
Question :
(TCO 3) One of the main principles behind globalization and
expansion across cultural and geographic boundaries is:
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 1) A company’s culture is made up of:
Points Received:
5 of 5
9.
Question :
(TCO 6) In any conversation, many of the things we communicate are
________.
Points Received:
5 of 5
10.
Question :
(TCO 7) Which of the following factors does NOT complicate the
listening process?
Points Received:
5 of 5
11.
Question :
(TCO 8) To end a call:
Points Received:
5 of 5
12.
Question :
(TCO 7) Listening is the only communication skill that is:
Points Received:
5 of 5
13.
Question :
(TCO 6) The end result of CAA is that you:
Points Received:
5 of 5
14.
Question :
(TCO 6) Taking notes during a conversation is:
Points Received:
5 of 5
15.
Question :
(TCO 13) Which of the following benefits does NOT apply to the
advantages of a company using websites?
Points Received:
5 of 5
16.
Question :
(TCO 13) Which of the following is NOT a method for providing the
customers with human contact despite high-tech communication systems?
Points Received:
5 of 5
17.
Question :
(TCO 13) Structured knowledge bases are:
Points Received:
5 of 5
18.
Question :
(TCO 6) The key to holding interest in a conversation is:
Points Received:
5 of 5
Page:
1 2
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?
Points Received:
15 of 15
2.
Question :
(TCO 7, 8) How can you keep a caller on track?
Points Received:
15 of 15
3.
Question :
(TCO 8) Explain ways to diffuse the customer’s anger or
frustration.
Points Received:
15 of 15