BUSN 258 Week 8 Final Exam
Multiple
Choice
1. Question:
(TCO 1) The first step to reduce waiting time is to:
2. Question: (TCO 2) Communication turnoffs often
occur when employees are ignorant of:
3. Question: (TCO 3) Small companies can compete against
larger ones if they offer:
4. Question: (TCO 4) Value arises from a tradeoff
between:
5. Question: (TCO 5) To enhance value through
goodness of product fit:
6. Question: (TCO 4) If several people are asking
the same question, you have:
7. Question: (TCO 5) Intrinsic value arises from:
8. Question: (TCO 5) The best companies to work
for:
9. Question: (TCO 5) Customer convenience stems
from:
10. Question: (TCO 4) Communication effectiveness
is NOT best achieved when the message is:
11. Question: (TCO 8) Behavior is:
13. Question: (TCO 8) One problem with not seeing
the person you are talking to is:
14. Question: (TCO 9) How far from your mouth
should the telephone mouthpiece be?
15. Question: (TCO 8) To end a call:
16. Question: (TCO 10) Customer dissatisfaction
with a firm’s phone call handling stems from:
17. Question: (TCO 10) Open communication occurs
best when:
18. Question: (TCO 10) Feedback is a form of:
19. Question: (TCO 10) Which of the following
strategies is NOT a great method of soliciting feedback?
20. Question: (TCO 12) Positive language conveys
more of what than negative language?
21. Question: (TCO 12) A good strategy with an
angry customer is:
22. Question: (TCO 6) Assertiveness and
abrasiveness are:
23. Question: (TCO 11) An average company will lose
what percentage of its customers every five years?
24. Question: (TCO 13) Interactivity between
businesses and customers:
25. Question: (TCO 13) The fastest growing
population in the U.S. today is:
Essay Type
1. Question:
(TCO 1, 2) Evaluate the following statement. Your complaining customer is often
your least valuable/most valuable customer. Back up your answer with concepts
and examples.
2. Question:
(TCO 4, 5) Discuss the impact of ignoring e-mails or delaying responses to
e-mail from customers in a business setting.
3. Question:
(TCO 6, 7) Describe the two personalities a customer will encounter when doing
business with an organization, and provide examples of each from your own
experience.
4. Question:
(TCO 8, 9) Sometimes we walk into a store and we feel like we’re the most
important person in the world. Other times, we enter a business, and we might
as well be invisible. What are some examples of companies that succeed and
companies that fail in engaging their customers? What are your recommendations
for improvement for places you do business?
5. Question:
(TCO 13) Explain the concept of personalized self-serve solutions and the role
of Web content as it relates to a customer’s individual needs.
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