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

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

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

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

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

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

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

7. (TCO 5) Intrinsic value arises from:

8. (TCO 5) Communication efficiency is:

9. (TCO 5) Customer convenience stems from:

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

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

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

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

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

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

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

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

18. (TCO 10) Feedback is a form of:

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

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

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

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

23. (TCO 11) Abrasiveness refers to:

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

25. (TCO 13) Market share refers to:

• Essay Type

1. (TCO 1, 2) Define and explain the NPS formula and how it applies to customer satisfaction.

2. (TCO...