BUSN 258 WEEK 8 FINAL EXAM PACKAGE

BUSN 258 WEEK 8 FINAL EXAM PACKAGE
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BUSN 258 WEEK 8 FINAL EXAM PACKAGE
BUSN 258 Final Exam – Version 1
Multiple Choice
(TCO 1) The best way to win customer loyalty is to:
(TCO 2) Which of the following problems is NOT listed as a people turnoff? Points
(TCO 3) Small companies can compete against larger ones if they offer:
(TCO 4) Which of the following is NOT an example of something a company can do to enhance extrinsic value?
(TCO 5) Companies cannot wait years for their customers to see long-term value, so they should:
(TCO 4) Smart companies connect with their customers through:
(TCO 5) Intrinsic value arises from:
(TCO 5) Communication efficiency is:
(TCO 5) Customer convenience stems from:
(TCO 4) How long do Americans want to spend preparing a meal?
(TCO 9) To avoid requiring customers to do repetitive tasks:
(TCO 8) A company’s culture is made up of:
(TCO 8) Many customers get their first impression of your company from:
(TCO 9) Calling yourself Mr. or Ms. may give the impression that:
(TCO 8) Which employees do most customers associate with a company?
(TCO 10) The three-step process for acting on complaints does NOT include:
(TCO 10) What percent of customers whose complaints are dealt with report a willingness to do business with a company again?
(TCO 10) Feedback is a form of:
(TCO 10) A quick response to a customer’s problem should convey:
(TCO 11) When it comes to listening versus speaking:
(TCO 12) A good strategy with an angry customer is:
(TCO 6) Which of the following behaviors is NOT characteristic of aggressive people?
(TCO 11) Abrasiveness refers to:
(TCO 13) In the NPS formula, the P stands for:
(TCO 13) Market share refers to:
Essay Type
(TCO 1, 2) Define and explain the NPS formula and how it applies to customer satisfaction.
(TCO 4,5) Explain the concept of...