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BUSN 258 Midterm Exam




Question;BUSN 258;Midterm Exam;1. (TCO 1) The letter L in the acronym LIFE stands for ________.;2. (TCO 2) Customer loyalty is;3. (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?;4. (TCO 10) Customer loyalty is NOT;5. (TCO 3) One of the main principles behind globalization and expansion;across cultural and geographic boundaries is;6. (TCO 4) What percent of shopping decisions are made at the point of;purchase?;7. (TCO 1) A business will lose 10?30% of its customers in what time frame?;8. (TCO 1) A company?s culture is made up of;9. (TCO 6) In any conversation, many of the things we communicate are;10. (TCO 7) Which of the following factors does NOT complicate the listening;process?;11. TCO 8) To end a call;12. (TCO 7) Listening is the only communication skill that is;13. (TCO 6) The end result of CAA is that you;14. (TCO 6) Taking notes during a conversation is;15. (TCO 13) Which of the following benefits does NOT apply to the advantages;of a company;using;websites?;16. (TCO 13) Which of the following is NOT a method for providing the;customers with human contact despite high-tech communication systems?;17. (TCO 13) Structured knowledge bases are;18. (TCO 6) The key to holding interest in a conversation is;Essay Type;1. (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?;2. (TCO 7, 8) How can you keep a caller on track?;3. (TCO 8) Explain ways to diffuse the customer?s anger or;frustration.


Paper#52158 | Written in 18-Jul-2015

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