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BUSN 258 Week 8 Final Exam 1 (DEVRY) Click Here to Buy the Tutorial For more course tutorials visit Tutorial Purchased: 4 Times, Rating: A+

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

Superb response 2. Question : (TCO 4,5) Explain the concept of goodness of product fit. Awesome response 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. Fantastic response 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? Brilliant response

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

Busn 258 week 8 final exam 1