COMPLETE COURSE BUSN115 COMPLETE COURSE
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Thursday, 5 November 2015

COMPLETE COURSE BUSN115 COMPLETE COURSE

BUSN 115 COMPLETE COURSE BUSN115 COMPLETE COURSE

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BUSN 258 You Decide - Weeks 2, 5 and 7

BUSN 258 You Decide - Weeks 2, 5 and 7

BUSN 258 Week 4 Midterm - Set 2

Page:
1 2
1.
Question :
(TCO 1) The letter L in the acronym LIFE stands for ________.
Points Received:
5 of 5
2.
Question :
(TCO 2) Customer loyalty is:
Points Received:
5 of 5
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?
Points Received:
5 of 5
4.
Question :
(TCO 10) Customer loyalty is NOT:
Points Received:
5 of 5
5.
Question :
(TCO 3) One of the main principles behind globalization and expansion across cultural and geographic boundaries is:
Points Received:
5 of 5
6.
Question :
(TCO 4) What percent of shopping decisions are made at the point of purchase?
Points Received:
5 of 5
7.
Question :
(TCO 1) A business will lose 10—30% of its customers in what time frame?
Points Received:
5 of 5
8.
Question :
(TCO 1) A company's culture is made up of:
Points Received:
5 of 5
9.
Question :
(TCO 6) In any conversation, many of the things we communicate are ________.
Points Received:
5 of 5
10.
Question :
(TCO 7) Which of the following factors does NOT complicate the listening process?
Points Received:
5 of 5
11.
Question :
(TCO 8) To end a call:
Points Received:
5 of 5
12.
Question :
(TCO 7) Listening is the only communication skill that is:
Points Received:
5 of 5
13.
Question :
(TCO 6) The end result of CAA is that you:
Points Received:
5 of 5
14.
Question :
(TCO 6) Taking notes during a conversation is:
Points Received:
5 of 5
15.
Question :
(TCO 13) Which of the following benefits does NOT apply to the advantages of a company using websites?
Points Received:
5 of 5
16.
Question :
(TCO 13) Which of the following is NOT a method for providing the customers with human contact despite high-tech communication systems?
Points Received:
5 of 5
17.
Question :
(TCO 13) Structured knowledge bases are:
Points Received:
5 of 5
18.
Question :
(TCO 6) The key to holding interest in a conversation is:
Points Received:
5 of 5
Page:
1 2
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?
Points Received:
15 of 15
2.
Question :
(TCO 7, 8) How can you keep a caller on track?
Points Received:
15 of 15
3.
Question :
(TCO 8) Explain ways to diffuse the customer's anger or frustration.
Points Received:
15 of 15
Page:
1 2

BUSN 258 Week 4 Midterm - Set 1

1.
Question :
(TCO 1) Excellent organizations are:
Points Received:
5 of 5
2.
Question :
(TCO 2) The Gallup organization studied the impact of customer ________ on long-term customer loyalty and profitability.
Points Received:
5 of 5
3.
Question :
(TCO 9) You can gain loyal online customers through a lack of competition if:
Points Received:
5 of 5
4.
Question :
(TCO 10) Customer dissatisfaction with a firm's phone call handling stems from:
Points Received:
5 of 5
5.
Question :
(TCO 3) A smile originates in the:
Points Received:
5 of 5
6.
Question :
(TCO 4) What percent of shopping decisions are made at the point of purchase?
Points Received:
5 of 5
7.
Question :
(TCO 1) A business will lose 10—30% of its customers in what time frame?
Points Received:
5 of 5
8.
Question :
(TCO 8) Behavior is:
Points Received:
5 of 5
9.
Question :
(TCO 6) Which of the following reasons is NOT a reason for not seeking clarification in a conversation?
Points Received:
5 of 5
10.
Question :
(TCO 7) Which of the following suggestions is NOT part of the minimum requirements for listening?
Points Received:
5 of 5
11.
Question :
(TCO 8) To end a call:
Points Received:
5 of 5
12.
Question :
(TCO 7) When it comes to listening versus speaking:
Points Received:
5 of 5
13.
Question :
(TCO 6) Changing channels does NOT stem from:
Points Received:
5 of 5
14.
Question :
(TCO 6) Calling yourself Mr. or Ms. may give the impression that you are:
Points Received:
5 of 5
15.
Question :
(TCO 13) Many customers get their first impression of your company from:
Points Received:
5 of 5
16.
Question :
(TCO 13) Customers expect a page to load in less than:
Points Received:
5 of 5
17.
Question :
(TCO 13) Click-path refers to
Points Received:
5 of 5
18.
Question :
(TCO 6) The first step in handling an upset caller is to ________.
Points Received:
5 of 5
Page:
1 2
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.
Points Received:
14 of 15
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?
Points Received:
13 of 15
3.
Question :
(TCO 8) What is meant by appropriate dress and grooming for the workplace?
Points Received:
10 of 15

BUSN 258 All Weekly Assignments

BUSN 258 All Weekly Assignments

BUSN 258 Customer Relations - All 8 Weeks Discussions

w1 dq1 - Customer Service – Impact
w1 dq2 - Building Relationships
w2 dq1 - Selling
w2 dq2 - Listening
w3 dq1 - Customer Contact
w3 dq2 - The Web
w4 dq1 - The Unreasonable Customer
w4 dq2 - Trends
w5 dq1 - Customer Feedback
w5 dq2 - Customer Recovery
w6 dq1 - Customer Expectations
w6 dq2 - Customer Loyalty
w7 dq1 - Emotional Labor
w7 dq2 - Employee Empowerment

BUSN 258 Week 8 Final Exam 1

1.
Question :
(TCO 1) The best way to win customer loyalty is to:
Points Received:
5 of 5
2.
Question :
(TCO 2) Which of the following problems is NOT listed as a people turnoff?
Points Received:
5 of 5
3.
Question :
(TCO 3) Small companies can compete against larger ones if they offer:
Points Received:
5 of 5
4.
Question :
(TCO 4) Which of the following is NOT an example of something a company can do to enhance extrinsic value?
Points Received:
5 of 5
5.
Question :
(TCO 5) Companies cannot wait years for their customers to see long-term value, so they should:
Points Received:
5 of 5
6.
Question :
(TCO 4) Smart companies connect with their customers through:
Points Received:
5 of 5
7.
Question :
(TCO 5) Intrinsic value arises from:
Points Received:
5 of 5
8.
Question :
(TCO 5) Communication efficiency is:
Points Received:
5 of 5
9.
Question :
(TCO 5) Customer convenience stems from:
Points Received:
5 of 5
10.
Question :
(TCO 4) How long do Americans want to spend preparing a meal?
Points Received:
5 of 5
11.
Question :
(TCO 9) To avoid requiring customers to do repetitive tasks:
Points Received:
5 of 5
12.
Question :
(TCO 8) A company's culture is made up of:
Points Received:
5 of 5
13.
Question :
(TCO 8) Many customers get their first impression of your company from:
Points Received:
5 of 5
14.
Question :
(TCO 9) Calling yourself Mr. or Ms. may give the impression that:
Points Received:
5 of 5
15.
Question :
(TCO 8) Which employees do most customers associate with a company?
Points Received:
5 of 5
16.
Question :
(TCO 10) The three-step process for acting on complaints does NOT include:
Points Received:
5 of 5
17.
Question :
(TCO 10) What percent of customers whose complaints are dealt with report a willingness to do business with a company again?
Points Received:
5 of 5
18.
Question :
(TCO 10) Feedback is a form of:
Points Received:
5 of 5
19.
Question :
(TCO 10) A quick response to a customer's problem should convey:
Points Received:
5 of 5
20.
Question :
(TCO 11) When it comes to listening versus speaking:
Points Received:
5 of 5
21.
Question :
(TCO 12) A good strategy with an angry customer is:
Points Received:
5 of 5
22.
Question :
(TCO 6) Which of the following behaviors is NOT characteristic of aggressive people?
Points Received:
5 of 5
23.
Question :
(TCO 11) Abrasiveness refers to:
Points Received:
5 of 5
24.
Question :
(TCO 13) In the NPS formula, the P stands for:
Points Received:
5 of 5
25.
Question :
(TCO 13) Market share refers to:
Points Received:
5 of 5
1.
Question :
(TCO 1, 2) Define and explain the NPS formula and how it applies to customer satisfaction.
Points Received:
25 of 25
Superb response
2.
Question :
(TCO 4,5) Explain the concept of goodness of product fit.
Points Received:
25 of 25
Awesome response
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.
Points Received:
25 of 25
Fantastic response
4.
Question :
(TCO 8, 9) Describe at least three techniques that companies can use to successfully engage their customers. What are your recommendations for improving a company's ability to engage their customers?
Points Received:
25 of 25
Brilliant response
5.
Question :
(TCO 13) Describe the difference between customer share and market share. Explain which concept is more important.
Points Received:
25 of 25
Outstanding response

BUSN 258 Week 8 Final Exam 2

1.
Question :
(TCO 1) The first step to reduce waiting time is to:
Points Received:
5 of 5
2.
Question :
(TCO 2) Communication turnoffs often occur when employees are ignorant of:
Points Received:
5 of 5
3.
Question :
(TCO 3) Small companies can compete against larger ones if they offer:
Points Received:
5 of 5
4.
Question :
(TCO 4) Value arises from a tradeoff between:
Points Received:
5 of 5
5.
Question :
(TCO 5) To enhance value through goodness of product fit:
Points Received:
5 of 5
6.
Question :
(TCO 4) If several people are asking the same question, you have:
Points Received:
5 of 5
7.
Question :
(TCO 5) Intrinsic value arises from:
Points Received:
5 of 5
8.
Question :
(TCO 5) The best companies to work for:
Points Received:
5 of 5
9.
Question :
(TCO 5) Customer convenience stems from:
Points Received:
5 of 5
10.
Question :
(TCO 4) Communication effectiveness is NOT best achieved when the message is:
Points Received:
5 of 5
11.
Question :
(TCO 9) Excellent organizations are:
Points Received:
5 of 5
12.
Question :
(TCO 8) Behavior is:
Points Received:
5 of 5
13.
Question :
(TCO 8) One problem with not seeing the person you are talking to is:
Points Received:
5 of 5
14.
Question :
(TCO 9) How far from your mouth should the telephone mouthpiece be?
Points Received:
5 of 5
15.
Question :
(TCO 8) To end a call:
Points Received:
5 of 5
16.
Question :
(TCO 10) Customer dissatisfaction with a firm's phone call handling stems from:
Points Received:
5 of 5
17.
Question :
(TCO 10) Open communication occurs best when:
Points Received:
5 of 5
18.
Question :
(TCO 10) Feedback is a form of:
Points Received:
5 of 5
19.
Question :
(TCO 10) Which of the following strategies is NOT a great method of soliciting feedback?
Points Received:
5 of 5
20.
Question :
(TCO 12) Positive language conveys more of what than negative language?
Points Received:
5 of 5
21.
Question :
(TCO 12) A good strategy with an angry customer is:
Points Received:
5 of 5
22.
Question :
(TCO 6) Assertiveness and abrasiveness are:
Points Received:
5 of 5
23.
Question :
(TCO 11) An average company will lose what percentage of its customers every five years?
Points Received:
5 of 5
24.
Question :
(TCO 13) Interactivity between businesses and customers:
Points Received:
5 of 5
25.
Question :
(TCO 13) The fastest growing population in the U.S. today is:
Points Received:
5 of 5
Page:
1 2
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.
Points Received:
25 of 25
2.
Question :
(TCO 4, 5) Discuss the impact of ignoring e-mails or delaying responses to e-mail from customers in a business setting.
Points Received:
24 of 25
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.
Points Received:
20 of 25
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?
Points Received:
25 of 25
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.
Points Received:
25 of 25

BUSN 115 COMPLETE COURSE BUSN115 COMPLETE COURSE

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