Busn 258 Week 8 Final Exam – Package

BUSN 258 Week 8 Final Exam – Package

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BUSN 258 Final Exam - Version 1

Multiple Choice

(TCO 1) The best way to win customer loyalty is to:

(TCO 2) Which of the following problems is NOT listed as a people turnoff? Points

(TCO 3) Small companies can compete against larger ones if they offer:

(TCO 4) Which of the following is NOT an example of something a company can do to enhance extrinsic value?

(TCO 5) Companies cannot wait years for their customers to see long-term value, so they should:

(TCO 4) Smart companies connect with their customers through:

(TCO 5) Intrinsic value arises from:

(TCO 5) Communication efficiency is:

(TCO 5) Customer convenience stems from:

(TCO 4) How long do Americans want to spend preparing a meal?

(TCO 9) To avoid requiring customers to do repetitive tasks:

(TCO 8) A company's culture is made up of:

(TCO 8) Many customers get their first impression of your company from:

(TCO 9) Calling yourself Mr. or Ms. may give the impression that:

(TCO 8) Which employees do most customers associate with a company?

(TCO 10) The three-step process for acting on complaints does NOT include:

(TCO 10) What percent of customers whose complaints are dealt with report a willingness to do business with a company again?

(TCO 10) Feedback is a form of:

(TCO 10) A quick response to a customer's problem should convey:

(TCO 11) When it comes to listening versus speaking:

(TCO 12) A good strategy with an angry customer is:

(TCO 6) Which of the following behaviors is NOT characteristic of aggressive people?

(TCO 11) Abrasiveness refers to:

(TCO 13) In the NPS formula, the P stands for:

(TCO 13) Market share refers to:

Essay Type

(TCO 1, 2) Define and explain the NPS...