BUSN 258 Week 8 Final Exam 1/uophelp

Question :(TCO 4) Which of the following is NOT an example of something a company can do to enhanceextrinsic value?5.Question :(TCO 5) Companies cannot wait years for their customers to see long-term 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 dobusiness 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 response3.Question :(TCO 6, 7) Describe the two personalities a customer will encounter when doing business withan organization, and provide examples of each from your own experience.Fantastic response4.Question :(TCO 8, 9) Describe at least three techniques that companies can use to successfully engage theircustomers. What are your recommendations for improving a company's ability to engage theircustomers?Brilliant response5.Question :(TCO 13) Describe the difference between customer share and market share. Explain whichconcept is more important.

Outstanding response