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DEVRY BUSN 258 Week 4 Midterm


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(TCO 1) Among the issues of dealing with the “baby boomer” generation is the consideration
(TCO 1) Businesses that institute effective customer retention programs may see profits increase by how much?
(TCO 1) Customer loyalty is
(TCO 2,3) Value can be defined as
(TCO 2,3) The simplest way to get information about potential customer turnoffs is
(TCO 2,3) The people who bear the major responsibility for both value and systems problems are
(TCO 2,3) Reducing turnoffs can
(TCO 13) Structured knowledge bases are
(TCO 13) Which of the following benefits does NOT apply to the advantages of a company using websites?
(TCO 13) Hardware and software have lifecycles of
(TCO 13) The average cost per transaction of self-service Web assistance is
(TCO 6,7) When it comes to listening versus speaking,
(TCO 6,7) Which of the following reasons is NOT a reason for not seeking clarification in a conversation?
(TCO 6,7) One example of an internal factor that complicates the listening process is
(TCO 6,7) One example of self-centeredness is
(TCO 8,9) Behavior is
(TCO 8,9) Calling yourself Mr. or Ms. may give the impression that
(TCO 8,9) Callers should always
(TCO 8,9) Many customers get their first impression of your company from
(TCO 8,9) One problem with not seeing the person you are talking to is
(TCO 8,9) Titles convey
(TCO 3) Explain what the word “systems” means in context of this text.
(TCO 6,7) What are the three I’s of eye communication and how do you see each used in a typical face-to-face sales encounter?

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