BUSN 258 Week 8 Final Exam 2 (Devry)

14. Question : (TCO 9) How far from your mouth should thetelephone mouthpiece be?15. Question : (TCO 8) To end a call:16. Question : (TCO 10) Customer dissatisfaction with a firm's phonecall handling stems from:17. Question : (TCO 10) Open communication occurs best when:18. Question : (TCO 10) Feedback is a form of:19. Question : (TCO 10) Which of the following strategies is NOT agreat method of soliciting feedback?20. Question : (TCO 12) Positive language conveys more of whatthan negative language?21. Question : (TCO 12) A good strategy with an angry customer is:22. Question : (TCO 6) Assertiveness and abrasiveness are:23. Question : (TCO 11) An average company will lose whatpercentage of its customers every five years?24. Question : (TCO 13) Interactivity between businesses andcustomers:25. Question : (TCO 13) The fastest growing population in the U.S.today is:Page:1 21. Question : (TCO 1, 2) Evaluate the following statement. Yourcomplaining customer is often your least valuable/most valuablecustomer. Back up your answer with concepts and examples.2. Question : (TCO 4, 5) Discuss the impact of ignoring e-mails ordelaying responses to e-mail from customers in a business setting.24 of 25

3. Question : (TCO 6, 7) Describe the two personalities a customerwill encounter when doing business with an organization, and provideexamples of each from your own experience.20 of 254. Question : (TCO 8, 9) Sometimes we walk into a store and we feellike we're the most important person in the world. Other times, weenter a business, and we might as well be invisible. What are someexamples of companies that succeed and companies that fail inengaging their customers? What are your recommendations forimprovement for places you do business?5. Question : (TCO 13) Explain the concept of personalized self-servesolutions and the role of Web content as it relates to a customer'sindividual needs.