| Page: 1 2 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 of 5 7.Question :(TCO 5) Intrinsic value arises from: Points Received:5 of 5 8.Question :(TCO 5) The best companies to work for: Points Received:5 of 5 9.Question :(TCO 5) Customer convenience stems from: Points Received:5 of 5 10.Question :(TCO 4) Communication effectiveness is NOT best achieved when the message is: Points Received:5 of 5 11.Question :(TCO 9) Excellent organizations are: Points Received:5 of 5 12.Question :(TCO 8) Behavior is: Points Received:5 of 5 13.Question :(TCO 8) One problem with not seeing the person you are talking to is: Points Received:5 of 5 14.Question :(TCO 9) How far from your mouth should the telephone mouthpiece be? Points Received:5 of 5 15.Question :(TCO 8) To end a call: Points Received:5 of 5 16.Question :(TCO 10) Customer dissatisfaction with a firm’s phone call handling stems from: Points Received:5 of 5 17.Question :(TCO 10) Open communication occurs best when: Points Received:5 of 5 18.Question :(TCO 10) Feedback is a form of: Points Received:5 of 5 19.Question :(TCO 10) Which of the following strategies is NOT a great method of soliciting feedback? Points Received:5 of 5 20.Question :(TCO 12) Positive language conveys more of what than negative language? 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 engaging their customers? What are your recommendations for improvement for places you do business? Points Received:25 of 25 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. Points Received:25 of 25 |
