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BUSN 258 Week 4 Midterm (NEW) BUSN 258 Midterm 1. Question : (TCO 9) How many people is an unhappy customer likely to tell about a bad experience? Question 2. (TCO 4) What is one of the benefits of treating customers fairly to generate customer loyalty? Question 3. (TCO 1) Which of these core customer service competencies reflects the notion that customer service employees need to seize opportunities to satisfy a customer request quickly?

Question 4. (TCO 13) Which of these is not a current expectation for electronic customer service?


Question 5. (TCO 2) Which one of these is not regarded as a potential turnoff to customers? Question 6. (TCO 3) Which of the following is not a best practice for phone conversations? Question 7. (TCO 5) Which of these positive personality behaviors gives customers goodwill and moves them toward a positive experience? Question 8. (TCO 7) Which of the following listening tips can prevent you from “correcting” customers? Question 9. (TCO 7) What does the term “counterattitudinal advocacy,” or CAA, mean? Question 10. mean?

(TCO 2) What does the concept of service recovery

Question 11. (TCO 8) A customer has written a letter complaining about having her reservation cancelled at your hotel. Your hotel is named the Winter Sands Hotel, and she had a reservation for November 25th. The hotel features a spa, for which she also had reservations. The spa is not associated with your hotel management, and the spa reservation could not be cancelled. The customer had to drive to the appointment, and drive back home, since all the other hotels in the area were more expensive. Your management will offer her a 15% discount on a future stay, but needless to say, her letter was not relaxed — she was very upset, but civil. Draft a response to the letter that demonstrates your understanding of proper written communication techniques for addressing customer concerns.


Question 12. (TCO 6) A male customer says the following: “Yeah, so I was in your store yesterday, and I noticed that you don’t carry the espresso chocolate wafers anymore. I mean, how can you guys discontinue that, it’s like my wife’s favorite? I mean she sent me to the mall, right, to get some, and I thought that I would be able to just walk in and pick some up. I wouldn’t be coming here otherwise. Okay, so yeah, if someone gave me your peanut brittle as a gift, I wouldn’t give it back to them, you know what I’m saying? Anyway, so I walk into the store and the stuff’s not there anymore. I mean, you can’t even get it off the website, and there’s not even any left on those overstock websites, either. What I am supposed to tell her, that her favorite snack of all time just doesn’t exist anymore? I can’t get it for you now, honey; it’s just a memory, right? I mean, help me out here, what I am supposed to do? What were you guys thinking?” Indicate at what point you would have given him verbal or nonverbal feedback, and what form it would take. Then, paraphrase his response, looking for the essence of the complaint. Imagine that you are talking directly to the customer as you type your response.


Busn 258 midterm (new)