Essay on Busn 258 Week 8 Final Exam 1

625 Words Nov 28th, 2015 3 Pages
BUSN 258 Week 8 Final Exam 1

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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.
…show more content…
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

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