Busn 258 Week 8 Final Exam – Package

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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:…...

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