BUSN 258 Midterm
A number of Alternative
1. Query: (TCO 1) The
letter L within the acronym LIFE stands for ________.
2.Query: (TCO 2) The Gallup group
studied the impression of buyer ________ on long-term buyer loyalty and
profitability.
three.Query: (TCO 9) Regardless of many similarities
between them, Wal-Mart and Okay-Mart have very totally different outcomes, largely as a result of
of “little issues” that appear to lead to higher customer support.
How do the gross sales of those two firms examine?
four.Query: (TCO 10) Buyer loyalty is NOT:
5.Query: (TCO three) A smile originates within the:
6.Query: (TCO four) Among the many problems with dealing
with the “child boomer” technology is the consideration that:
7.Query: (TCO 1) A relationship with a buyer
that does not transcend the present transaction is:
eight.Query: (TCO 1) An organization’s tradition is made up
of:
9.Query: (TCO 6) In any dialog, a lot of
the issues we talk are ________.
10.Query: (TCO 7) Which of the next components
does NOT complicate the listening course of?
11.Query: (TCO eight) One downside with not seeing
the individual you might be speaking to is:
12.Query: (TCO 7) Listening is the one
communication talent that’s:
13.Query: (TCO 6) One instance of
self-centeredness is:
14.Query: (TCO 6) Callers ought to all the time:
15.Query: (TCO 13) Many shoppers get their
first impression of your organization from:
16.Query: (TCO 13) Which of the next is NOT
a technique for offering the shoppers with human contact regardless of high-tech
communication techniques?
17.Query: (TCO 13) Spamming is:
18.Query: (TCO 6) Step one in dealing with an
upset caller is to ________.
Essay Sort
1. Query: (TCO 1, four)
Your creator cites Ockham’s razor, a logical method that asserts that when
attempting to grasp a scenario, the only rationalization is normally the precise
one. What does this imply within the context of customer support?
2.Query: (TCO 7, eight) What are the three
“I”s of eye communication, and the way do you see every utilized in a typical
face-to-face gross sales encounter?
three.Query: (TCO eight) Outline
and describe a name heart.
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