BUSN 258 Week 8 Final Exam 1 (Devry)
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www.tutorialoutlet.com 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 longterm 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.
Published on Jun 2, 2014
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