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