BUSN 258 Midterm Exam

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BUSN 258 Midterm Exam

 1.Question :(TCO 1) Excellent organizations are:
Student Answer: staffed by people who project utmost professionalism.
 led by people who have the customer’s best interest at heart.
 fun places to work.
 ordered by people who place a high emphasis on demeanor.


 2.Question :(TCO 2) The Gallup organization studied the impact of customer ________ on long-term customer loyalty and profitability.
Student Answer: engagement through emotional attachment
 commitment to buy again
 none of the above


 3.Question :(TCO 9) You can gain loyal online customers through a lack of competition if:
Student Answer: your website has a unique slant on your industry.
 you effectively use FAQs and searchable knowledge databases.
 both A and B
 neither A nor B


 4.Question :(TCO 10) Customer dissatisfaction with a firm’s phone call handling stems from:
Student Answer: inability of employees to use the features of telephone and voice mail systems.
 shortcomings in treating customers with the highest degree of courtesy.
 both A and B
 neither A nor B


 5.Question :(TCO 3) A smile originates in the:
Student Answer: brain and the eyes.
 eyes and the cheeks.
 brain and the mouth.
 eyes and the mouth.

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 6.Question :(TCO 4) What percent of shopping decisions are made at the point of purchase?
Student Answer: 20—40%


 7.Question :(TCO 1) A business will lose 10—30% of its customers in what time frame?
Student Answer: every four years
 every ten years
 every year
 over its lifetime


 8.Question :(TCO 8) Behavior is:
Student Answer: attitudes that cause people to feel things.
 what people do.
 the characteristics that define people.
 all of the above


 9.Question :(TCO 6) Which of the following reasons is NOT a reason for not seeking clarification in a conversation?
Student Answer: We think we can figure the message out on our own, eventually.
 We don’t want to take the time or expend the effort to make sure we understand.
 We think we will sound misinformed.
 All of the above


 10.Question :(TCO 7) Which of the following suggestions is NOT part of the minimum requirements for listening?
Student Answer: work at listening
 resist distractions
 hold your fire
 use your eyes


 11.Question :(TCO 8)  To end a call:
Student Answer: speak in the past tense.
 say “thank you” for calling.
 summarize the call and what has been decided.
 all of the above


 12.Question :(TCO 7) When it comes to listening versus speaking:
Student Answer: we listen far more than we speak.
 we speak more than we listen.
 people are capable of listening faster than others can talk.
 there is no correlation.


 13.Question :(TCO 6) Changing channels does NOT stem from:
Student Answer: thinking we know too much.
 finding the conversation dull.
 finding something new and interesting.


 14.Question :(TCO 6) Calling yourself Mr. or Ms. may give the impression that you are:
Student Answer: head of your department.
 very professional.
 not a low-paid employee.


 15.Question :(TCO 13) Many customers get their first impression of your company from:
Student Answer: electronic visits.


 16.Question :(TCO 13) Customers expect a page to load in less than:
Student Answer: 10 seconds.
 8 seconds.
 12 seconds.
 none of the above


 17.Question :(TCO 13) Click-path refers to
Student Answer: how you can measure the reponse time when a customer clicks on your site.
 how many times a customer has clicked on your site and where the customer visited.
 a record of all the sites/URLs the customer clicked to get to your site.
whether or not your site has more than one place for a customer to click on your site.


 18.Question :(TCO 6) The first step in handling an upset caller is to ________.
Student Answer: get them to tell you their needs
 understand why they are upset
 get them to calm down
 remember that it’s not about you



1.Question :(TCO 1, 4) Define what the word “customer” means in the context of this chapter and discuss the two different kinds of customers that every business has.


 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) What is meant by appropriate dress and grooming for the workplace?



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