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635 Words Jul 14th, 2015 3 Pages
BUSN 258 Week 8 Final Exam 2

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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
…show more content…
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

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