Question;BUSN 258 Midterm;Multiple Choice;1. Question: (TCO 1) The;letter L in the acronym LIFE stands for ________.;2.Question: (TCO 2) The Gallup organization;studied the impact of customer ________ on long-term customer loyalty and;profitability.;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?;4.Question: (TCO 10) Customer loyalty is NOT;5.Question: (TCO 3) A smile originates in the;6.Question: (TCO 4) Among the issues of dealing;with the "baby boomer" generation is the consideration that;7.Question: (TCO 1) A relationship with a customer;that doesn't go beyond the current transaction is;8.Question: (TCO 1) A company's culture is made up;of;9.Question: (TCO 6) In any conversation, many of;the things we communicate are ________.;10.Question: (TCO 7) Which of the following factors;does NOT complicate the listening process?;11.Question: (TCO 8) One problem with not seeing;the person you are talking to is;12.Question: (TCO 7) Listening is the only;communication skill that is;13.Question: (TCO 6) One example of;self-centeredness is;14.Question: (TCO 6) Callers should always;15.Question: (TCO 13) Many customers get their;first impression of your company from;16.Question: (TCO 13) Which of the following is NOT;a method for providing the customers with human contact despite high-tech;communication systems?;17.Question: (TCO 13) Spamming is;18.Question: (TCO 6) The first step in handling an;upset caller is to ________.;Essay Type;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?;2.Question: (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.Question: (TCO 8) Define;and describe a call center.
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