Busn 258 Week 8 Final Exam - Package Essay

1001 Words Dec 23rd, 2015 5 Pages
BUSN 258 Week 8 Final Exam - Package

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BUSN 258 Week 4 Midterm - Version 1
• Multiple Choice
1. (TCO 1) Excellent organizations are:
2. (TCO 2) The Gallup organization studied the impact of customer ________ on long-term customer loyalty and profitability.
3. (TCO 9) You can gain loyal online customers through a lack of competition if:
4. (TCO 10) Customer dissatisfaction with a firm’s phone call handling stems from:
5. (TCO 3) A smile originates in the:
6. (TCO 4) What percent of shopping decisions are made at the point of purchase?
7. (TCO 1) A business will lose 10—30% of its customers in what time frame?
8. (TCO 8)
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How do the sales of these two companies compare?
4. (TCO 10) Customer loyalty is NOT:
5. (TCO 3) One of the main principles behind globalization and expansion across cultural and geographic boundaries is:
6. (TCO 4) What percent of shopping decisions are made at the point of purchase?
7. (TCO 1) A business will lose 10—30% of its customers in what time frame?
8. (TCO 1) A company’s culture is made up of:
9. (TCO 6) In any conversation, many of the things we communicate are ________.
10. (TCO 7) Which of the following factors does NOT complicate the listening process?
11. (TCO 8) To end a call:
12. (TCO 7) Listening is the only communication skill that is:
13. (TCO 6) The end result of CAA is that you:
14. (TCO 6) Taking notes during a conversation is:
15. (TCO 13) Which of the following benefits does NOT apply to the advantages of a company using websites?
16. (TCO 13) Which of the following is NOT a method for providing the customers with human contact despite high-tech communication systems?
17. (TCO 13) Structured knowledge bases are:
18. (TCO 6) The key to holding interest in a conversation is:
• Essay Type
1. (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

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