Devry BUSN258 final exam

Devry BUSN258 final exam

Question # 00062660 Posted By: neil2103 Updated on: 04/22/2015 01:01 PM Due on: 04/30/2015
Subject Business Topic General Business Tutorials:
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Question 1.1.(TCO 1) Which of these key organizational behaviors helps customers to interact with your organization? (Points : 8)

Offering a product flyer, information packet, video, or sample
Asking often “how am I doing”?
Making frequent eye contact
Smiling

Question 2.2.(TCO 1) Which of these key organizational behaviors helps customers to stay close after a transaction? (Points : 8)

Wearing proper attire
Having employee casual dress days
Making frequent eye contact
Sending advanced notice of upcoming sales

Question 3.3.(TCO 2) Which of these can be a value turnoff for customers? (Points : 8)

Price too high for quality received
Sloppy appearance, poor grooming, or annoying mannerisms
Business place dirty, messy, or cluttered
Inconvenient location, layout, parking, or access

Question 4.4.(TCO 2) Which of these can be a systems turnoff for customers? (Points : 8)

Employees who lack knowledge or who are not helpful
Sloppy appearance, poor grooming, or annoying mannerisms
Slow service or help not available
Overly complicated or difficult to use products

Question 5.5.(TCO 3) Which of the following is true about listening to customers? (Points : 8)

People can never fake paying attention.
People always know how to listen for emotion.
You should never solicit clarification while listening.
Internal, environmental, and interactional elements can form barriers.

Question 6.6.(TCO 4) Which of the following is true about customers in the zone of indifference? (Points : 8)

They are motivated.
They are loyal customers.
They are inert.
They are dissatisfied.

Question 7.7.(TCO 5) When interacting with customers, it’s important to maintain proper verbal discipline. Which of the following represents proper verbal behavior? (Points : 8)

Being judgmental about other customers’ appearance
Praising the features of the product the customer bought
Complaining about your last customer’s behavior
Concluding a sale without properly thanking a customer

Question 8.8.(TCO 6) Which of the following is true of paraphrasing? (Points : 8)

It doesn’t help focus your attention on the customer
It shows that you are actively listening
It shows that you aren’t solving the customer’s problem
It means that you aren’t paying attention

Question 9.9.(TCO 7) Which of these is true listening? (Points : 8)

True listening is being able to absorb and digest what the customer says.
True listening is hearing the physical sounds made by the speaker.
True listening is using multitasking to solve problems while discussing them.
True listening is looking intently at someone while they are talking.

Question 10.10.(TCO 7) How does true listening help customer relations create business value? (Points : 8)

It reduces the amount of office supplies required.
It can help rescue lost customers and turn them back into loyal ones.
It decreases numbers of managers needed for customer service.
It allows companies to sell defective products more often.

Question 11.11.(TCO 8) Which of these is not a function of call centers? (Points : 8)

Answering questions
Ordering supplies
Handling outbound calls
Pitching products

Question 12.12.(TCO 8) Which is true of angry customers on the phone? (Points : 8)

They don’t want positive solutions.
You should interrupt them when you get a chance.
You should empathize with them.
They don’t want positive solutions.

Question 13.13.(TCO 9) Some companies can value profits over customer relationships. Which of these practices doesn’t sacrifice customer trust for short-term “bad profits”? (Points : 8)

High premiums for seasonal goods or popular options
Exceeding customers’ expectations and building relationships
Special offers only available to new customers
Extra charges for services that should be included in the price

Question 14.14.(TCO 10) Which of these is not a common cause of anger or frustration for upset customers? (Points : 8)

They are not important
It just isn’t fair
They are helpless
Active listening during sales

Question 15.15.(TCO 10) When dealing with an upset customer, how should you view the situation? (Points : 8)

You should take it personally.
You should give the customer everything they ask for.
You should never tell them “no.”
You should try to understand their point of view.

Question 16.16.(TCO 11) What is a firm’s likelihood of selling to a lost customer? (Points : 8)

5-10%
10-30%
20-40%
35-50%

Question 17.17.(TCO 11) What percentage of customers who have a negative experience tell others about it? (Points : 8)

79%
78%
77%
76%

Question 18.18.(TCO 12) If you had an issue with a high-roller customer, how would you start trying to resolve the conflict? (Points : 8)

Work hard at soliciting comments.
Listen carefully to be sure that you understand the complete problem.
Listen respectfully and question them carefully.
Remain unfailingly objective and use data.

Question 19.19.(TCO 13) Which type of software can track individual customers across their life cycles? (Points : 8)

CXM
CRM
SaaS
Virtual dashboard

Question 20.20.(TCO 13) Which of these should you avoid on your company’s website? (Points : 8)

Sarcasm
Simplicity
Clarity
Consistency

Page 2

Question 1. 1. (TCO 2) Explain how complicated fares and the perception of inequity between two different passengers might hurt the credibility of airlines. Include as much detail as possible in your answer, but focus your answer on who earns frequent flyer rewards, and how many of them are actually redeemed. How much does poor customer satisfaction hurt their business? What are the risks for the company? Provide a balanced answer that looks at the “big picture” of profit and satisfaction. What changes would you suggest for the industry? (Points : 30)

Question 2. 2. (TCO 11) Explain overall strategies for recovering lost customers. Include as much detail as possible in your answer, but focus your answer on feeling customer pain as described in the textbook. Create a scenario where a customer has come to you and is very upset. Choose an industry, describe the customer’s complaint, and how you would react in the situation. The customer does not want to continue doing business with your company because of the events. Explain your customer recovery efforts, and what impact they ultimately have on the business. (Points : 30)

Question 3. 3. (TCO 4) Explain how you would exceed customer expectations by creating value. How does perceived value differ from actual value? What are the costs of diminished perceptions of customer value? In your answer, focus on a particular industry and create a scenario that illustrates your point. What is the impact on the customer, the store/location, the brand, and ultimately the parent company? (Points : 30)

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