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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#73874 | Written in 18-Jul-2015

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