BUSN 258 help Making Decisions/uophelp.com BUSN 258 help Making Decisions/uophelp.com | Page 3

Question 2.2. (TCO 1) Which of these key organizational behaviors
helps customers to stay close after a transaction?
Question 3.3. (TCO 2) Which of these can be a value turnoff for
customers?
Question 4.4. (TCO 2) Which of these can be a systems turnoff for
customers?
Question 5.5. (TCO 3) Which of the following is true about listening to
customers?
Question 6.6. (TCO 4) Which of the following is true about customers in
the zone of indifference?
Question 7.7. (TCO 5) When interacting with customers, it’s important
to maintain proper verbal discipline. Which of the following represents
proper verbal behavior?
Question 8.8. (TCO 6) What does paraphrasing mean?
Question 9.9. (TCO 7) Which of these is true listening?
Question 10.10. (TCO 7) How does true listening help customer
relations create business value?
Question 11.11. (TCO 8) Which of these is not a function of call centers?
Question 12.12. (TCO 8) Which is true of angry customers on the phone?