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BUSN 258 Week 4 Midterm – Package

BUSN 258 Week 4 Midterm – Version 1

(TCO 1) Excellent organizations are:
(TCO 2) The Gallup organization studied the impact of customer ________ on long-term customer loyalty and profitability.
(TCO 9) You can gain loyal online customers through a lack of competition if:
(TCO 10) Customer dissatisfaction with a firm’s phone call handling stems from:
(TCO 3) A smile originates in the:
(TCO 4) What percent of shopping decisions are made at the point of purchase?
(TCO 1) A business will lose 10—30% of its customers in what time frame?
(TCO 8) Behavior is:
(TCO 6) Which of the following reasons is NOT a reason for not seeking clarification in a conversation?
(TCO 7) Which of the following suggestions is NOT part of the minimum requirements for listening?
(TCO 8) To end a call:
(TCO 7) When it comes to listening versus speaking:
(TCO 6) Changing channels does NOT stem from:
(TCO 6) Calling yourself Mr. or Ms. may give the impression that you are:
(TCO 13) Many customers get their first impression of your company from:
(TCO 13) Customers expect a page to load in less than:
(TCO 13) Click-path refers to
(TCO 6) The first step in handling an upset caller is to ________.

(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.
(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?
(TCO 8) What is meant by appropriate dress and grooming for the workplace?

BUSN 258 Week 4 Midterm – Version 2

(TCO 1) The letter L in the acronym LIFE stands for ________.
(TCO 2) Customer loyalty is:
(TCO 9) Despite many similarities between them, Wal-Mart 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?
(TCO 10) Customer loyalty is NOT:
(TCO 3) One of the main principles behind globalization and expansion across cultural and geographic boundaries is:
(TCO 4) What percent of shopping decisions are made at the point of purchase?
(TCO 1) A business will lose 10—30% of its customers in what time frame?
(TCO 1) A company’s culture is made up of:
(TCO 6) In any conversation, many of the things we communicate are ________.
(TCO 7) Which of the following factors does NOT complicate the listening process?
(TCO 8) To end a call:
(TCO 7) Listening is the only communication skill that is:
(TCO 6) The end result of CAA is that you:
(TCO 6) Taking notes during a conversation is:
(TCO 13) Which of the following benefits does NOT apply to the advantages of a company using websites?
(TCO 13) Which of the following is NOT a method for providing the customers with human contact despite high-tech communication systems?
(TCO 13) Structured knowledge bases are:
(TCO 6) The key to holding interest in a conversation is:

(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?
(TCO 7, 8) How can you keep a caller on track?
(TCO 8) Explain ways to diffuse the customer’s anger or frustration.

BUSN 258 Week 4 Midterm – Version 3

(TCO 1) The letter L in the acronym LIFE stands for ________.
(TCO 2) The Gallup organization studied the impact of customer ________ on long-term customer loyalty and profitability.
(TCO 9) Despite many similarities between them, Wal-Mart 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?
(TCO 10) Customer loyalty is NOT:
(TCO 3) A smile originates in the:
(TCO 4) Among the issues of dealing with the “baby boomer” generation is the consideration that:
(TCO 1) A relationship with a customer that doesn’t go beyond the current transaction is:
(TCO 1) A company’s culture is made up of:
(TCO 6) In any conversation, many of the things we communicate are ________.
(TCO 7) Which of the following factors does NOT complicate the listening process?
(TCO 8) One problem with not seeing the person you are talking to is:
(TCO 7) Listening is the only communication skill that is:
(TCO 6) One example of self-centeredness is:
(TCO 6) Callers should always:
(TCO 13) Many customers get their first impression of your company from:
(TCO 13) Which of the following is NOT a method for providing the customers with human contact despite high-tech communication systems?
(TCO 13) Spamming is:
(TCO 6) The first step in handling an upset caller is to ________.

(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?
(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?
(TCO 8) Define and describe a call center.

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