BUSN 258 Midterm
Multiple Choice
1. Question: (TCO 1) The
letter L in the acronym LIFE stands for ________.
2.Question: (TCO 2) The Gallup organization
studied the impact of customer ________ on long-term customer loyalty and
profitability.
3.Question: (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.Question: (TCO 10) Customer loyalty is NOT:
5.Question: (TCO 3) A smile originates in the:
6.Question: (TCO 4) Among the issues of dealing
with the “baby boomer” generation is the consideration that:
7.Question: (TCO 1) A relationship with a customer
that doesn’t go beyond the current transaction is:
8.Question: (TCO 1) A company’s culture is made up
of:
9.Question: (TCO 6) In any conversation, many of
the things we communicate are ________.
10.Question: (TCO 7) Which of the following factors
does NOT complicate the listening process?
11.Question: (TCO 8) One problem with not seeing
the person you are talking to is:
12.Question: (TCO 7) Listening is the only
communication skill that is:
13.Question: (TCO 6) One example of
self-centeredness is:
14.Question: (TCO 6) Callers should always:
15.Question: (TCO 13) Many customers get their
first impression of your company from:
16.Question: (TCO 13) Which of the following is NOT
a method for providing the customers with human contact despite high-tech
communication systems?
17.Question: (TCO 13) Spamming is:
18.Question: (TCO 6) The first step in handling an
upset caller is to ________.
Essay Type
1. Question: (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.Question: (TCO 7, 8) What are the three
“I”s of eye communication, and how do you see each used in a typical
face-to-face sales encounter?
3.Question: (TCO 8) Define
and describe a call center.
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