DeVry BUSN 258 Week 8 FINAL EXAM

. DeVry BU Click here for the SOLUTION Question : (TCO 1) The first step to reduce waiting time is to:

Student Answer: Anticipate peak load times and plan staffing accordingly. Encourage customers to come in at times that are typically slow. Plan for seasonal demands. All of the above.

2. Question : (TCO 2) Communication turnoffs often occur when employees are ignorant of:

Student Answer: The messages they are sending. The company’s mission statement.  The customer’s needs. The store’s policies.

Points Received: 5 of 5 Comments:

3. Question : (TCO 3) Small companies can compete against larger ones if they offer:

Student Answer: Add-ons.  A feeling of comfort and fit. Competitive pricing. None of the above.

4. Question : (TCO 4) Value arises from a tradeoff between:

Student Answer:  Expectation and reality. Perception and reality. Benefits gained and costs expended. Benefits gained and efforts/time expended.

Points Received: 5 of 5 Comments:

5. Question : (TCO 5) To enhance value through goodness of product fit:

Student Answer: Back up your product with a clear warranty so your customer will feel comfortable being able to fix a poor fit. Make sure you have responded to customer comments and altered your product or service accordingly.  Think of customers as individuals, not demographic groups. Think of ways to allow customers to customize your product or service.

6. Question : (TCO 4) If several people are asking the same question, you have:

Student Answer:  An opening for superior customer service. An information problem. Parallel information deficiency. All of the above.

Points Received: 5 of 5 Comments:

7. Question : (TCO 5) Intrinsic value arises from:

Student Answer:  The emphasis on product value by the provider. The core product or service itself. The perception of value by the customer. All of the above.

Points Received: 5 of 5 Comments:

8. Question : (TCO 5) The best companies to work for:

Student Answer:  Typically use multi-faceted employee training. Treat employees as hired hands. Allow employees to train themselves using on-the-job training. None of the above. I

Points Received: 5 of 5 Comments:

9. Question : (TCO 5) Customer convenience stems from:

Student Answer:  Efficiency and value. Speed of service and ease of doing business. Personalized service and good communication.  All of the above.

10. Question : (TCO 4) Communication effectiveness is NOT best achieved when the message is:

11. Question : (TCO 9) Excellent organizations are:

12. Question : (TCO 8) Behavior is:

13. Question : (TCO 8) One problem with not seeing the person you are talking to is:

14. Question : (TCO 9) How far from your mouth should the telephone mouthpiece be?

15. Question : (TCO 8) To end a call:

16. Question : (TCO 10) Customer dissatisfaction with a firm’s phone call handling stems from:

17. Question : (TCO 10) Open communication occurs best when:

18. Question : (TCO 10) Feedback is a form of:

19. Question : (TCO 10) Which of the following strategies is NOT a great method of soliciting feedback?

20. Question : (TCO 12) Positive language conveys more of what than negative language?

Comments:

21. Question : (TCO 12) A good strategy with an angry customer is:

22. Question : (TCO 6) Assertiveness and abrasiveness are:

23. Question : (TCO 11) An average company will lose what percentage of its customers every five years?

24. Question : (TCO 13) Interactivity between businesses and customers:

25. Question : (TCO 13) The fastest growing population in the U.S. today is:

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.

2. Question : (TCO 4, 5) Discuss the impact of ignoring e-mails or delaying responses to e-mail from customers in a business setting.

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.

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 engaging their customers? What are your recommendations for improvement for places you do business?

5. Question : (TCO 13) Explain the concept of personalized self-serve solutions and the role of Web content as it relates to a customer’s individual needs. Click here for the SOLUTION Question :