BUSN 258 Week 4 Midterm - Set 2.pdf
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<strong>BUSN</strong> <strong>258</strong> <strong>Week</strong> 4 <strong>Midterm</strong> - <strong>Set</strong> 2To Purchase This Material Click below Linkhttp://www.indigohelp.com/<strong>BUSN</strong>-<strong>258</strong>/<strong>BUSN</strong>-<strong>258</strong>-<strong>Week</strong>-4-<strong>Midterm</strong>---<strong>Set</strong>-2For more classes visitwww.indigohelp.com1.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, Wal-Mart and K-Mart havevery different results, largely because of "little things" that seem to result in better customerservice. 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 acrosscultural 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 wecommunicate are ________.
10. Question : (TCO 7) Which of the following factors does NOTcomplicate the listening process?11. Question : (TCO 8) To end a call:12. Question : (TCO 7) Listening is the only communication skill thatis: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 NOTapply to the advantages of a company using websites?
16. Question : (TCO 13) Which of the following is NOT a method forproviding the customers with human contact despite high-techcommunication systems?17. Question : (TCO 13) Structured knowledge bases are:18. Question : (TCO 6) The key to holding interest in a conversationis:Page:1 21. Question : (TCO 1, 4) Your author cites Ockham's razor, a logicalapproach that asserts that when trying to understand a situation, thesimplest explanation is usually the right one. What does this mean inthe 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 angeror frustration.
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