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.
