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