DEVRY BUSN 258 Week 4 Midterm
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<strong>DEVRY</strong> <strong>BUSN</strong> <strong>258</strong> <strong>Week</strong> 4 <strong>Midterm</strong><br />
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<strong>258</strong>/busn-<strong>258</strong>-week-4-midterm<br />
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(TCO 1) Among the issues of dealing with the “baby boomer” generation is the<br />
consideration<br />
(TCO 1) Businesses that institute effective customer retention programs may see<br />
profits increase by how much?<br />
(TCO 1) Customer loyalty is<br />
(TCO 2,3) Value can be defined as<br />
(TCO 2,3) The simplest way to get information about potential customer turnoffs is<br />
(TCO 2,3) The people who bear the major responsibility for both value and systems<br />
problems are<br />
(TCO 2,3) Reducing turnoffs can<br />
(TCO 13) Structured knowledge bases are<br />
(TCO 13) Which of the following benefits does NOT apply to the advantages of a<br />
company using websites?<br />
(TCO 13) Hardware and software have lifecycles of
(TCO 13) The average cost per transaction of self-service Web assistance is<br />
(TCO 6,7) When it comes to listening versus speaking,<br />
(TCO 6,7) Which of the following reasons is NOT a reason for not seeking clarification<br />
in a conversation?<br />
(TCO 6,7) One example of an internal factor that complicates the listening process is<br />
(TCO 6,7) One example of self-centeredness is<br />
(TCO 8,9) Behavior is<br />
(TCO 8,9) Calling yourself Mr. or Ms. may give the impression that<br />
(TCO 8,9) Callers should always<br />
(TCO 8,9) Many customers get their first impression of your company from<br />
(TCO 8,9) One problem with not seeing the person you are talking to is<br />
(TCO 8,9) Titles convey<br />
(TCO 3) Explain what the word “systems” means in context of this text.<br />
(TCO 6,7) What are the three I’s of eye communication and how do you see each used<br />
in a typical face-to-face sales encounter?
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