BUSN 258 Customer Relations Week 8 Final Exam Set 1 Devry

BUSN 258 Customer RelationsWeek 8 Final Exam Set 1Multiple Choice(TCO 1) The best way to win customer loyalty is to:(TCO 2) Which of the following problems is NOT listed as a people turnoff? Points(TCO 3) Small companies can compete against larger ones if they offer:(TCO 4) Which of the following is NOT an example of something a company can do to enhance extrinsic value?(TCO 5) Companies cannot wait years for their customers to see long-term value, so they should:(TCO 4) Smart companies connect with their customers through:(TCO 5) Intrinsic value arises from: (TCO 5) Communication efficiency is:(TCO 5) Customer convenience stems from:(TCO 4) How long do Americans want to spend preparing a meal? Points(TCO 9) To avoid requiring customers to do repetitive tasks:(TCO 8) A company’s culture is made up of:(TCO 8)Many customers get their first impression of your company from: (TCO 9) Calling yourself Mr. or Ms. may give the impression that:(TCO 8) Which employees do most customers associate with a company? (TCO 10) The three-step process for acting on complaints does NOT include: (TCO 10) What percent of customers whose complaints are dealt with report a willingness to do business with a company again?(TCO 10) Feedback is a form of:(TCO 10) A quick response to a customer’s problem should convey:(TCO 11) When it comes to listening versus speaking:(TCO 12) A good strategy with an angry customer is: (TCO 6) Which of the following behaviors is NOT characteristic of aggressive people?(TCO 11) Abrasiveness refers to:(TCO 13) In the NPS formula, the P stands for:(TCO 13) Market share refers to:Essay Type(TCO 1, 2) Define and explain the NPS formula and how it applies to customer satisfaction. (TCO 4,5) Explain the concept of goodness of product fit.(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.25 of 25(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?(TCO 13) Describe the difference between customer share and market share. Explain which concept is more important.



We pride ourselves in writing quality essays


Lets Start Working

Plagiarism Free

We use anti-plagiarism software to ensure you get high-quality, unique papers. Besides, our writers have a zero plagiarism mentality

On Time Delivery

Your essay will be delivered strictly within the deadline.  If you have an urgent order, we can do it!

Money Back Guarantee

We offer warranty service, including free revisions, and a right to request a refund incase your expectations are not met!


Our Advantage

  • Say “NO” to plagiarism – FREE plagiarism report as an addition to your paper
  • The lowest prices that fit excellent quality
  • Authorship – you are the one who possesses the paper. We DO NOT re-sale or re-use any of them.


Our Freebies

  • Free Cover Page
  • Free Revisions
  • Free Reference Page
  • Free 24/7 support

Pin It on Pinterest

Share This