Question;BUSN 258 Midterm Exam;1. (TCO 1) Excellent;organizations are;2. (TCO 2) The Gallup;organization studied the impact of customer ________ on long-term customer;loyalty and profitability.;3. (TCO 9) You can gain loyal;online customers through a lack of competition if;4. (TCO 10) Customer;dissatisfaction with a firm?s phone call handling stems from;5. (TCO 3) A smile originates;in the;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 8) Behavior is;9. (TCO 6) Which of the;following reasons is NOT a reason for not seeking clarification in a;conversation?;10. (TCO 7) Which of the;following suggestions is NOT part of the minimum requirements for listening?;11. (TCO 8) To end a call;12. (TCO 7) When it comes to;listening versus speaking;13. (TCO 6) Changing channels;does NOT stem from;14. (TCO 6) Calling yourself;Mr. or Ms. may give the impression that you are;15. (TCO 13) Many customers;get their first impression of your company from;16. (TCO 13) Customers expect a;page to load in less than;17. (TCO 13) Click-path refers;to;18. (TCO 6) The first step in;handling an upset caller is to ________.;Essay Type;1. (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.;2. (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?;3. (TCO 8) What is meant by;appropriate dress and grooming for the workplace?
Paper#52159 | Written in 18-Jul-2015Price : $27