The document provides a link to a tutorial and states that the answers to 15 multiple choice questions about customer relations from a midterm exam can be found within. It lists the questions which cover topics like the components of customer service, listening skills, call center operations, and more. The document also provides feedback on the correct answers to 18 additional multiple choice questions on similar customer service topics.

1. Follow the link to get tutorial
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In this paperwork of BUSN 258 Customer Relations Midterm
you will find the answers on the next questions: 1. (TCO 1)
The letter L in the acronym LIFE stands for ________.
2. (TCO 2) The Gallup organization studied the impact of
customer ________ on long-term customer loyalty and
profitability.
3. (TCO 9) Despite many similarities between them, Wal-Mart
and K-Mart have very different results, largely because of
"little things" that seem to result in better customer service.
How do the sales of these two companies compare?
4. (TCO 10) Customer loyalty is NOT:
5. (TCO 3) A smile originates in the:
6. (TCO 4) Among the issues of dealing with the "baby
boomer" generation is the consideration that:
7. (TCO 1) A relationship with a customer that doesn't go
beyond the current transaction is:
8. (TCO 1) A company's culture is made up of:
9. (TCO 6) In any conversation, many of the things we
communicate are ________.
10. (TCO 7) Which of the following factors does NOT
complicate the listening process?
11. (TCO 8) One problem with not seeing the person you are
talking to is:
12. (TCO 7) Listening is the only communication skill that is:
13. (TCO 6) One example of self-centeredness is:
14. (TCO 6) Callers should always:
15. (TCO 13) Many customers get their first impression of

2. your company from:
16. (TCO 13) Which of the following is NOT a method for
providing the customers with human contact despite high-tech
communication systems?
17. (TCO 13) Spamming is:
18. (TCO 6) The first step in handling an upset caller is to
________.
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?
2. (TCO 7, 8) What are the three "I"s of eye communication,
and how do you see each used in a typical face-to-face sales
encounter?
3. (TCO 8) Define and describe a call center.
Business - Management
BUSN-258 Customer Relations - Midterm - Devry BUSN258
BUSN 258 - Set 1 questions below
1.
Question :
(TCO 1) Excellent organizations are:
Points Received:
5 of 5
2.
Question :
(TCO 2) The Gallup organization studied the impact of

3. customer ________ on long-term customer loyalty and
profitability.
Points Received:
5 of 5
3.
Question :
(TCO 9) You can gain loyal online customers through a lack of
competition if:
Points Received:
5 of 5
4.
Question :
(TCO 10) Customer dissatisfaction with a firm's phone call
handling stems from:
Points Received:
5 of 5
5.
Question :
(TCO 3) A smile originates in the:

4. Points Received:
5 of 5
6.
Question :
(TCO 4) What percent of shopping decisions are made at the
point of purchase?
Points Received:
5 of 5
7.
Question :
(TCO 1) A business will lose 10—30% of its customers in what
time frame?
Points Received:
5 of 5
8.
Question :
(TCO 8) Behavior is:

5. Points Received:
5 of 5
9.
Question :
(TCO 6) Which of the following reasons is NOT a reason for
not seeking clarification in a conversation?
Points Received:
5 of 5
10.
Question :
(TCO 7) Which of the following suggestions is NOT part of the
minimum requirements for listening?
Points Received:
5 of 5
11.
Question :
(TCO 8) To end a call:
Points Received:
5 of 5

6. 12.
Question :
(TCO 7) When it comes to listening versus speaking:
Points Received:
5 of 5
13.
Question :
(TCO 6) Changing channels does NOT stem from:
Points Received:
5 of 5
14.
Question :
(TCO 6) Calling yourself Mr. or Ms. may give the impression
that you are:
Points Received:
5 of 5
15.

7. Question :
(TCO 13) Many customers get their first impression of your
company from:
Points Received:
5 of 5
16.
Question :
(TCO 13) Customers expect a page to load in less than:
Points Received:
5 of 5
17.
Question :
(TCO 13) Click-path refers to
Points Received:
5 of 5
18.
Question :
(TCO 6) The first step in handling an upset caller is to
________.

8. Points Received:
5 of 5
Page:
1 2
1.
Question :
(TCO 1, 4) Define what the word "customer" means in the
context of this chapter and discuss the two different kinds of
customers that every business has.
Points Received:
14 of 15
2.
Question :
(TCO 7, 8) What are the three "I"s of eye communication, and
how do you see each used in a typical face-to-face sales
encounter?
Points Received:
13 of 15

9. 3.
Question :
(TCO 8) What is meant by appropriate dress and grooming
for the workplace?
Points Received:
10 of 15
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