Bus 209 Study guides, Class notes & Summaries
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BUS 209 The Customer Service Profession_Module Quiz_Unit 6_Lesson12
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The Customer Service Profession_Module Quiz_Unit 6_Lesson12 
Question 1 
It is important to in order to empower yourself as part of your professional and personal 
work-life balance. 
 take control and take command 
Question 2 
As a customer service professional, the challenges you face are solvable with training, 
development, and networking. 
 True 
Question 3
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BUS 209 Verbal and Nonverbal Communication_Module Quiz_Unit 2_Lesson 4
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Verbal and Nonverbal Communication_ Module Quiz_Unit 2_Lesson 4 
Question 1 
The tone of voice you use when dealing with customers is especially important on the 
phone, when nonverbal cues are missing from the conversation. 
 True 
Question 2 
Customer service agents should strive to smile at all times when dealing with a 
customer, even when the customer is expressing anger or frustration. 
 False 
Question 3 
You can better understand the full meaning of a message by paying special atte...
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BUS 209 Building Customer Relationships_ Module Quiz_Unit 1_Lesson 2
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Building Customer Relationships_ Module Quiz_Unit 1_Lesson 2 
Score for this attempt: 20 out of 20 
Question 1 
Success as a customer service worker depends on the ability to connect with customers on a personal 
level. 
 True 
Question 2 
The largest majority of customers who leave a company for good say the primary reason was. 
 bad service from just one employee 
Question 3 
It can cost five times as much to attract a new customer as it costs to keep an old one. 
 True 
Question 4 
A...
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BUS 209 Professionalism in Difficult Situations_Module Quiz_Unit 3_Lesson 5
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Verbal and Nonverbal Communication_ Module Quiz_Unit 2_Lesson 4 
Question 1 
The tone of voice you use when dealing with customers is especially important on the 
phone, when nonverbal cues are missing from the conversation. 
 True 
Question 2 
Customer service agents should strive to smile at all times when dealing with a 
customer, even when the customer is expressing anger or frustration. 
 False 
Question 3 
You can better understand the full meaning of a message by paying special atte...
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BUS 209 Teamwork in Customer Service_Module Quiz_Unit 5_Lesson 10.
- Exam (elaborations) • 2 pages • 2024
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Teamwork in Customer Service 
Module Quiz_Unit 5_Lesson 10 
Question 1 
_____is a critical characteristic of a productive team. 
 A clear purpose 
Question 2 
Which should be most strongly considered when selecting a team member for a work 
project? 
 the person's experience level 
Question 3 
A sense of unity emerges during which stage? 
 norming 
Question 4 
If two team members who don't care for each other disagree about whose idea is best, it 
is a(n) conflict. 
 emotional 
Que...
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BUS 209 The Customer Service Profession_Module Quiz_Unit 6_Lesson12
- Exam (elaborations) • 2 pages • 2024
-
- $9.49
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The Customer Service Profession_Module Quiz_Unit 6_Lesson12 
Question 1 
It is important to in order to empower yourself as part of your professional and personal 
work-life balance. 
 take control and take command 
Question 2 
As a customer service professional, the challenges you face are solvable with training, 
development, and networking. 
 True 
Question 3 
Judging ourselves against others does not tend to lead to personal growth, personal 
development, or career advancement. 
 Tr...
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BUS 209 Practice Tests - Saylor Academy 2024 Exam
- Exam (elaborations) • 8 pages • 2024
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BUS 209 Practice Tests - Saylor Academy 2024 Exam
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BUS 209 Problem Solving in Customer Service_Module Quiz_Unit 3_Lesson 6
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Problem Solving in Customer Service_Module Quiz_Unit 3_Lesson 6 
Question 1 
The transformation of the internet into a social platform has resulted in a power shift 
from sellers to buyers. 
 True 
Question 2 
Customer relationsh
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BUS 209 Customer Service and Electronic Media_Module Quiz_Unit 5_ Lesson 9.
- Exam (elaborations) • 2 pages • 2024
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Customer Service and Electronic Media 
Module Quiz_Unit 5_Lesson 9 
Question 1 
Because the phone can rob your voice of some of its natural expressiveness and 
energy, you should be sure to compensate by increasing the energy and enthusiasm in 
your voice. 
 True 
Question 2 
Maria wants to use the communication medium with the highest social presence. Which 
of the following should she choose? 
 live chat 
Question 3 
With the increased popularity of the Internet as a way conduct business...
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BUS 209 Professionalism in Difficult Situations_Module Quiz_Unit 3_Lesson 5.
- Exam (elaborations) • 2 pages • 2024
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Professionalism in Difficult Situations_ Module Quiz_ Unit 3_Lesson 5 
Question 1 
Which of the following describes a customer who is excited about a customer service 
experience? 
 A customer can't wait to tell his friend about a recent hotel stay and vacation. 
Question 2 
Which is an example of a level of remediation that can be provided to a customer to 
equal his or her loss? 
 Offer a discount on products or services. 
Question 3 
Which is an example of a baseline service? 
 guid...
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