BUSN 258 Week 4 Midterm - Set 2 (Devry)
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www.tutorialoutlet.com 1.Question : (TCO 1) The letter L in the acronym LIFE stands for ________. 2. Question : (TCO 2) Customer loyalty is: 3. Question : (TCO 9) Despite many similarities between them, WalMart and K-Mart have very different results, largely because of "little things" that seem to result in better customer service. How do the sales of these two companies compare? 4. Question : (TCO 10) Customer loyalty is NOT: 5. Question : (TCO 3) One of the main principles behind globalization and expansion across cultural and geographic boundaries is: 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 1) A company's culture is made up of: 9. Question : (TCO 6) In any conversation, many of the things we communicate are ________. 10. Question : (TCO 7) Which of the following factors does NOT complicate the listening process? 11. Question : (TCO 8) To end a call: 12. Question : (TCO 7) Listening is the only communication skill that is: 13. Question : (TCO 6) The end result of CAA is that you: 14. Question : (TCO 6) Taking notes during a conversation is: 15. Question : (TCO 13) Which of the following benefits does NOT apply to the advantages of a company using websites? 16. Question : (TCO 13) Which of the following is NOT a method for providing the customers with human contact despite high-tech communication systems? 17. Question : (TCO 13) Structured knowledge bases are: 18. Question : (TCO 6) The key to holding interest in a conversation is:
Page: 12 1. Question : (TCO 1, 4) Your author cites Ockham's razor, a logical approach that asserts that when trying to understand a situation, the
simplest explanation is usually the right one. What does this mean in the context of customer service?
2. Question : (TCO 7, 8) How can you keep a caller on track?
3. Question : (TCO 8) Explain ways to diffuse the customer's anger or frustration.