DeVry BUSN 258 Week 4 Midterm Exam

 1.

Question :

(TCO 1) Excellent organizations are:

Student Answer:

staffed by people who project utmost professionalism.

led by people who have the customer's best interest at heart.

fun places to work.

 ordered by people who place a high emphasis on demeanor.

 2.

Question :

(TCO 2) The Gallup organization studied the impact of customer ________ on long-term customer loyalty and profitability.

Student Answer:

engagement through emotional attachment

satisfaction

commitment to buy again

 none of the above

 3.

Question :

(TCO 9) You can gain loyal online customers through a lack of competition if:

Student Answer:

your website has a unique slant on your industry.

 you effectively use FAQs and searchable knowledge databases.

 both A and B

neither A nor B

 4.

Question :

(TCO 10) Customer dissatisfaction with a firm's phone call handling stems from:

Student Answer:

 inability of employees to use the features of telephone and voice mail systems.

shortcomings in treating customers with the highest degree of courtesy.

both A and B

 neither A nor B

 5.

Question :

(TCO 3) A smile originates in the:

 6.

Question :

(TCO 4) What percent of shopping decisions are made at the point of purchase?

 7.

Question :

(TCO 1) A business will lose 10—30% of its customers in what time frame?

 8.

Question :

(TCO 8) Behavior is:

 9.

Question :

(TCO 6) Which of the following reasons is NOT a reason for not seeking clarification in a conversation?

 10.

Question :

(TCO 7) Which of the following suggestions is NOT part of the minimum requirements for listening?

 11.

Question :

(TCO 8)  To end a call:

 12.

Question :

(TCO 7) When it comes to listening versus speaking:

 13.

Question :

(TCO 6) Changing channels does NOT stem from:

 14.

Question :

(TCO 6) Calling yourself Mr. or Ms. may give the impression that you are:

 15.

Question :

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

 16.

Question :

(TCO 13) Customers expect a page to load in less than:

Student Answer:

 10 seconds.

 8 seconds.

12 seconds.

 none of the above

 17.

Question :

(TCO 13) Click-path refers to

Student Answer:

 how you can measure the reponse time when a customer clicks on your site.

 how many times a customer has clicked on your site and where the customer visited.

 a record of all the sites/URLs the customer clicked to get to your site.

whether or not your site has more than one place for a customer to click on your site.

 18.

Question :

(TCO 6) The first step in handling an upset caller is to ________.

1.

Question :

(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.

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) What is meant by appropriate dress and grooming for the workplace?