BUSN 258 Week 8 Final Exam 1 (Devry)

13.Question :(TCO 8) Many customers get their first impression ofyour company from:14.Question :(TCO 9) Calling yourself Mr. or Ms. may give theimpression that:15.Question :(TCO 8) Which employees do most customers associatewith a company?16.Question :(TCO 10) The three-step process for acting oncomplaints does NOT include:17.Question :(TCO 10) What percent of customers whose complaintsare dealt with report a willingness to do business with a companyagain?18.Question :(TCO 10) Feedback is a form of:19.Question :(TCO 10) A quick response to a customer's problemshould 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 NOTcharacteristic 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 howit applies to customer satisfaction.Superb response2.Question :(TCO 4,5) Explain the concept of goodness of product fit.