Project #10148 - Busn 258 midterm

1. (TCO 1) The letter L in the acronym LIFE stands for ________. (Points : 5)  

 


  b)
  c)
  d)

 

2. (TCO 2) When it comes to customer interaction: (Points : 5)
 
 
 
 

 

3. (TCO 9) You can gain loyal online customers through a lack of competition if: (Points : 5)
 
 
 
 

 

4. (TCO 10) Which phrases can inoculate against buyer's remorse? (Points : 5)
 
 
 
 
 

 

5. (TCO 3) One of the main principles behind globalization and expansion across cultural and geographic boundaries is: (Points : 5)
 
 
 
 

 

6. (TCO 4) What percent of shopping decisions are made at the point of purchase? (Points : 5)
 
 
 
 

 

7. (TCO 1) Self-protection means that we: (Points : 5)
 
 
 
 

 

8. (TCO 1) A company's culture is made up of: (Points : 5)
 
 
 
 

 

9. (TCO 6) Former New York Mayor Ed Koch was famous for asking: (Points : 5)
 
 
 
 

 

10. (TCO 7) Which of the following suggestions is NOT part of the minimum requirements for listening? (Points : 5)
 
 
 
 

 

11. (TCO 8) One problem with not seeing the person you are talking to is: (Points : 5)
 
 
 
 

 

12. (TCO 7) One example of how the presence of noise complicates the listening process is: (Points : 5)
 
 
 
 

 

13. (TCO 6) Changing channels does NOT stem from: (Points : 5)
 
 
 
 

 

14. (TCO 6) Calling yourself Mr. or Ms. may give the impression that you are: (Points : 5)
 
 
 
 

 

15. (TCO 13) Which of the following benefits does NOT apply to the advantages of a company using websites? (Points : 5)
 
 
 
 

 

16. (TCO 13) Which of the following is NOT a method for providing the customers with human contact despite high-tech communication systems? (Points : 5)
 
 
 
 

 

17. (TCO 13) Structured knowledge bases are: (Points : 5)
 
 
 
 

 

18. (TCO 6) The first step in handling an upset caller is to ________. (Points : 5)

 
 
 
 



page 2

Short essay..


1. (TCO 1, 4) Your author cites Ockham's razor, a logical approach that asserts that when trying to understand a situation, the simplest explanation is usually the right one. What does this mean in the context of customer service? (Points : 15)


2. (TCO 7, 8) Describe the physiological and psychological differences between listening and hearing. (Points : 15)

3. (TCO 8) Define and describe a call center. (Points : 15)

Subject Business
Due By (Pacific Time) 07/31/2013 11:41 pm
Report DMCA
TutorRating
pallavi

Chat Now!

out of 1971 reviews
More..
amosmm

Chat Now!

out of 766 reviews
More..
PhyzKyd

Chat Now!

out of 1164 reviews
More..
rajdeep77

Chat Now!

out of 721 reviews
More..
sctys

Chat Now!

out of 1600 reviews
More..
sharadgreen

Chat Now!

out of 770 reviews
More..
topnotcher

Chat Now!

out of 766 reviews
More..
XXXIAO

Chat Now!

out of 680 reviews
More..
All Rights Reserved. Copyright by AceMyHW.com - Copyright Policy