BUSN 258 Week 8 Final Exam

BUSN 258 Week 8 Final Exam

 Multiple Choice

1. Question: (TCO 1) The best way to win customer loyalty is to

2. Question: (TCO 2) Which of the following problems is NOT listed as a people turnoff?

3. Question: (TCO 3) Small companies can compete against larger ones if they offer

4. Question: (TCO 4) Which of the following is NOT an example of something a company can do to enhance extrinsic value?

5.  Question: (TCO 5) Companies cannot wait years for their customers to see long-term value, so they should

6. Question: (TCO 4) Smart companies connect with their customers through

7. Question: (TCO 5) Intrinsic value arises from

8. Question: (TCO 5) Communication efficiency is

9. Question: (TCO 5) Customer convenience stems from

10. Question: (TCO 4) How long do Americans want to spend preparing a meal?

11. Question: (TCO 9) To avoid requiring customers to do repetitive tasks

12. Question: (TCO 8) A company's culture is made up of

13. Question: (TCO 8) Many customers get their first impression of your company from

14. Question: (TCO 9) Calling yourself Mr. or Ms. may give the impression that

15. Question: (TCO 8) Which employees do most customers associate with a company?  

16. Question: (TCO 10) The three-step process for acting on complaints does NOT include

17. Question: (TCO 10) What percent of customers whose complaints are dealt with report a willingness to do business with a company again?

18. Question: (TCO 10) Feedback is a form of

19. Question: (TCO 10) A quick response to a customer's problem should convey

20. Question: (TCO 11) When it comes to listening versus speaking

21. Question: (TCO 12) A good strategy with an angry customer is

22. Question: (TCO 6) Which of the following behaviors is NOT characteristic of aggressive people?

23. Question: (TCO 11) Abrasiveness refers to

24. Question: (TCO 13) In the NPS formula, the P stands for:

25. Question: (TCO 13) Market share refers to

Essay Questions

1. Question: (TCO 1, 2) Define and explain the NPS formula and how it applies to customer satisfaction. 

2. Question: (TCO 4,5) Explain the concept of goodness of product fit.

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.

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?

5. Question: (TCO 13) Describe the difference between customer share and market share. Explain which concept is more important.