BUSN 258 Midterm Exam

BUSN 258
Midterm Exam

1. (TCO 1) The letter L in the acronym LIFE stands for ________.

2. (TCO 2) Customer loyalty is:

3. (TCO 9) Despite many similarities between them, Wal-Mart and K-Mart have
very different results, largely because of “little things” that seem to result
in better customer service. How do the sales of these two companies compare?

4. (TCO 10) Customer loyalty is NOT:

5. (TCO 3) One of the main principles behind globalization and expansion
across cultural and geographic boundaries is:

6. (TCO 4) What percent of shopping decisions are made at the point of
purchase?

7. (TCO 1) A business will lose 10—30% of its customers in what time frame?
8. (TCO 1) A company’s culture is made up of:

9. (TCO 6) In any conversation, many of the things we communicate are
________.

10. (TCO 7) Which of the following factors does NOT complicate the listening
process?

11. TCO 8) To end a call:

12. (TCO 7) Listening is the only communication skill that is:

13. (TCO 6) The end result of CAA is that you:

14. (TCO 6) Taking notes during a conversation is:

15. (TCO 13) Which of the following benefits does NOT apply to the advantages
of a company
using
websites?

16. (TCO 13) Which of the following is NOT a method for providing the
customers with human contact despite high-tech communication systems?

17. (TCO 13) Structured knowledge bases are:

18. (TCO 6) The key to holding interest in a conversation is:

Essay Type
1. (TCO 1, 4) Your author cites Ockham’s razor, a logical approach that asserts
that when trying to understand a situation, the simplest explanation is usually
the right one. What does this mean in the context of customer service?

2. (TCO 7, 8) How can you keep a caller on track?

3. (TCO 8) Explain ways to diffuse the customer’s anger or
frustration.