• Shuffle
    Toggle On
    Toggle Off
  • Alphabetize
    Toggle On
    Toggle Off
  • Front First
    Toggle On
    Toggle Off
  • Both Sides
    Toggle On
    Toggle Off
  • Read
    Toggle On
    Toggle Off
Reading...
Front

Card Range To Study

through

image

Play button

image

Play button

image

Progress

1/3

Click to flip

Use LEFT and RIGHT arrow keys to navigate between flashcards;

Use UP and DOWN arrow keys to flip the card;

H to show hint;

A reads text to speech;

3 Cards in this Set

  • Front
  • Back

BUSN 258 Week 4 Midterm - Set 2

BUSN 258 Week 4 Midterm - Set 2 (DEVRY)


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


2. Question : (TCO 2) Customer loyalty is:


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) One of the main principles behind globalization and expansion across cultural and geographic boundaries is:


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


7. Question : (TCO 1) A business will lose 10—30% of its customers in what time frame?


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) To end a call:


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


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


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


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


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) Structured knowledge bases are:


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


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?


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


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


BUSN 258 Week 4 Midterm - Set 2



http://www.fres-courses.com/product/busn-258-week-4-midterm--set-2-devry

BUSN 258 Week 4 Midterm - Set 2 (DEVRY)


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


2. Question : (TCO 2) Customer loyalty is:


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) One of the main principles behind globalization and expansion across cultural and geographic boundaries is:


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


7. Question : (TCO 1) A business will lose 10—30% of its customers in what time frame?


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) To end a call:


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


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


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


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


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) Structured knowledge bases are:


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


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?


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


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


BUSN 258 Week 4 Midterm - Set 2



http://www.fres-courses.com/product/busn-258-week-4-midterm--set-2-devry

BUSN 258 Week 4 Midterm - Set 2 (DEVRY)


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


2. Question : (TCO 2) Customer loyalty is:


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) One of the main principles behind globalization and expansion across cultural and geographic boundaries is:


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


7. Question : (TCO 1) A business will lose 10—30% of its customers in what time frame?


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) To end a call:


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


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


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


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


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) Structured knowledge bases are:


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


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?


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


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