Institutional Learning Outcome
Community and Global Awareness Assessment
Student ID#
Course Section #
Community and global awareness includes an understanding of community and global issues and cross-cultural awareness.
SHADE CIRCLES LIKE THIS
Imagine the following situations, programs, or events. Please respond with your
highest level of awareness or participation.
1.
Promoting racial tolerance and respect
2.
Attending national Black History month events on campus
3.
Fasting and praying during the Muslim holy month of Ramadan
4.
Actively engaging with students different from myself
5.
Doing community service
6.
Volunteering at a homeless shelter
7.
Donating goods to a charitable organization
8.
Attending the (dis)Ability Awareness Club at Shasta College
9.
Attending in the local LBGTQ Pride Day Parade
10.
Speaking out against social injustice
11.
Participate in activities for/with a former foster youth at Shasta College
12.
Attending Cinco de Mayo events to support Latino students
13.
Participating in a blood drive on campus
14.
Attending a legal demonstration or protest
15.
Participating in a local, state, and/or federal election campaign
16.
Volunteering through service learning
17.
Serving on the board of a non-profit organization
18.
Voting in local, state, and/or national elections
19.
Participating in international disaster relief projects
20.
Reducing the effects of global warming
21.
Recycling at Shasta College
22.
Reducing the amount of water I use at home
23.
Purchasing fish from sustainably harvested fisheries
24.
Encouraging the management of forests
25.
Living a sustainable lifestyle
26.
Encouraging organic farming practices
27.
Purchasing organic foods
28.
Supporting local farmers, ranchers, and markets
29.
Becoming a member of a non-profit environmental group
30.
Contacting elected officials concerning an environmental issue
I was not
aware of
this
before
today.
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
I am aware
of this but
would not
participate.
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
I would
participate
to learn
more.
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
I have
participated
in this and
support
others.
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
ISLO Community & Global Awareness 2/4/14
Institutional Learning Outcome
Critical Thinking Assessment
Student ID#
Course Section #:
Critical thinking is the ability to think clearly and rationally, and a fundamental tool by which one can arrive to reasoned conclusions
based on a reasoned and organized process which is guided by method, discipline, knowledge, and common sense. Students in this
course will demonstrate their current critical thinking skills used in day-to-day living by completing this survey.
SHADE CIRCLES LIKE THIS
Please shade the choice that best reflects your answer to each of the questions below.
1. Which of the following is NOT a sound argument?
o Sandra would like to get better grades in her math class so she has been attending math tutoring sessions after school.
o On a clear day I can see Mount Lassen from my bedroom window, so if it is clear tomorrow I’ll be able to see Mount
Lassen from my window.
o The instructor’s syllabus says that we need a passing grade in all quizzes to be able to access tomorrow’s online midterm
exam. Since I have passing grades on all quizzes the exam will open for me tomorrow.
o Last Monday I saw Peter in the cafeteria and then I failed my Chemistry quiz. Today I did not see Peter, so I’ll do fine in
the quiz.
o I don’t fully understand this question, so I find it difficult to respond.
2. Which of the following situations has been decided purely by emotions?
o He loves climbing, so even though he can’t afford it, he’s going on an Everest expedition.
o The college evacuated all students and personnel due to a bomb threat.
o The paramedics wrapped the victims of the ship wreckage in blankets.
o Brenda needs a new cellphone, so she keeps track of online ads to purchase one on sale.
o I don’t fully understand this question, so I find it difficult to respond.
3. Which statement below is a “judgment” and not a fact?
o The invited speaker at the show was a disaster. Half of the audience left half way into his talk.
o The invited speaker at the show was a disaster. He couldn’t have given a worse talk.
o The invited speaker at the show was a disaster. After his talk the host apologized to the audience.
o The invited speaker at the show was a disaster. The theater cancelled the next performance immediately after the show.
o I don’t fully understand this question, so I find it difficult to respond.
4. What is wrong with the following argument?
“If you don’t like the new law passed by the State legislature, pack and leave.”
o There is nothing wrong with the argument.
o Not everyone that moves to another State is unhappy with this law.
o It depicts only two extremist positions, instead of some other intermediate options.
o It does not address what to pack and how to leave.
o I don’t fully understand this question, so I find it difficult to respond
Please continue survey on back
ISLO Critical Thinking 2/4/14
Institutional Learning Outcome
Critical Thinking Assessment
5. What is the most important reason for carefully weighing information obtained by an Internet search?
o The people who publish in the Internet have fewer credentials than those who write books.
o All Internet documents are highly biased.
o The information published in books is more accurate than information published in the Internet
o Since anyone can publish on the Internet, there is no guarantee that the information is objective and accurate.
o I don’t fully understand the question, so I find it difficult to respond.
6. Which of the following situations is most severe?
o You forgot about today’s exam and did not study.
o You cannot find the notes from one of the lectures which you need to prepare for the exam.
o Today’s exam was cancelled due to an emergency repair in the classroom.
o The exam includes a few more topics than those you studied for.
o I don’t fully understand this question, so I find it difficult to respond.
7. What is the real problem as opposed to a consequence of the problem?
o Sandra will not pass the class due to her low grade-average.
o Sandra never completed the required graded weekly homework assignments.
o Sandra will need to pay the fees again for this class next semester.
o Sandra may not be able to transfer to a four-year university at the time planned.
o I don’t fully understand this question, so I find it difficult to respond.
8. Which is NOT likely to be the cause of the following situation?
The hand-held calculator you need to use in class fails to power up.
o The calculator batteries are dead.
o The on-off key is failing
o There is a power outage in the neighborhood.
o You dropped the calculator yesterday when rushing home.
o I don’t fully understand this question, so I find it difficult to respond.
9. Choose the phrase that best completes the following argument:
“ The other students in Lisa’s English class … “
o passed the last test, so Lisa passed it too.
o completed the essay due next Monday, so Lisa must have completed it as well.
o are graded on grammar in their essays, therefore Lisa’s essays are also graded on grammar.
o enjoy reading poetry, so Lisa also likes poetry.
o I don’t fully understand this question, so I find it difficult to respond.
10. What is wrong with the logic in the following statement?
“You should not believe what this nurse is telling you. She is too young!”
o Nurses are not young.
o A young nurse is not allowed to talk to patients.
o The person speaking has a bias against young people.
o The person speaking has not attended nursing school.
o I don’t fully understand this question, so I find it difficult to respond.
ISLO Critical Thinking 2/4/14
Institutional Learning Outcome
Effective Communication Assessment
Student ID#
Course Section #:
Effective communication is the ability to effectively use written, oral, and nonverbal communication.
SHADE CIRCLES LIKE THIS
Imagine that you have the following situations in your life.
Shade in the circle that best reflects your knowledge of how to solve the following
problems. Please write the total of each column’s responses below.
1.
2.
3.
4.
I can read a college textbook.
I can comprehend a news blog.
I can convey accurate information in a presentation.
I can express thoughts, ideas, and feelings using civil discourse.
5.
I can revise my own writing effectively.
6.
7.
8.
9.
10.
11.
12.
I can listen effectively to identify the main points of a message.
I can participate effectively in discussions.
I can identify key points in a dispute.
I can construct valid arguments.
I can identify weaknesses in an opponent’s position to refute them.
I know the difference between a primary and secondary source.
I can write using correct punctuation and grammar.
13. I can differentiate between main ideas and supporting ideas.
14.
15.
16.
17.
18.
19.
20.
21.
I can distinguish fact from opinion.
I can adapt a message to a specific audience and situation.
I can use proper verbal citations.
I can prepare visual aids that promote clarity and interest.
I can outline an effective message.
I can give a presentation from limited notes.
I can cope effectively with the tensions involved in public speaking.
I can demonstrate awareness of the complexity of communication in terms
of its social, political, and cultural dimensions.
22. I can adapt my nonverbal communication to a specific audience and
situation.
23. I can work effectively in a group setting.
I am
experienced
and could
teach
others.
I have NO
idea how
to do
this.
I have
SOME
ideas but
little
confidence.
I know
how to do
this.
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
If you shaded “I have NO idea” on any items above, please understand that Shasta College is here to help you. We encourage you to ask questions of
your instructor, counselor, tutor, etc. to get the information you need to increase your level of success and well-being at Shasta College. Thank you.
ISLO Effective Communication 6/5/14
Institutional Learning Outcome
Information Competency Assessment
Student ID#
Course Section #:
Information competency is defined as the ability to find, evaluate, use, and communicate information in all its various
formats.
SHADE CIRCLES LIKE THIS
Imagine that you are required to complete
the following library or research related tasks. Shade in the circle that best reflects
your knowledge of each of the following:
1. I want to determine which of my required textbooks is at the library for check-out.
2. A library DVD that I would like to watch is currently on loan to another student. I want
to put a hold on it so that I can borrow it when it’s returned.
3. My instructor has assigned a streaming video from the library’s Films on Demand
collection for my online class. I need to access this video from my home computer.
4. I know how to find a complete, reliable journal article in the library.
5. I know how to find a complete article from the library’s collection of the Redding Record
Searchlight that was published the week that I was born.
I have
NO
idea
how to
do this.
I have
SOME
ideas but
little
confidence.
I know
how to
do this.
I am
experienced
and could
teach others.
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
6. I know how to cite an online journal article or print book according to the style rules of
either the Modern Language Associaton (MLA) or American Psychological Association
(APA).
7. I am going to use a photograph copied from the Internet in my report or classroom
presentation. I know how to obtain permission from the photographer, if necessary, to
use this image.
8. I know how to use the library catalog to find books on a research topic.
9. When I see a graph or a chart, I can figure out what the image is attempting to
communicate.
10. I know how to use a computer to make a bar graph or pie chart.
11. I can interpret the written work of others and include key points of their work in my own
reports and presentations.
12. I can assemble information from a variety of sources and make recommendations on
how to solve problems.
13. When reading the news or watching it on the Internet or television, I can distinguish
between fact and opinion.
14. When reading a published report or article, I can distinguish between facts and
theories.
15. I can recognize when an argument is supported by good evidence and when it is not.
16. I know how to make an argument supported by evidence.
17. I know how to determine the most appropriate information sources to solve a given
problem in my personal and professional life.
If you have checked “I have NO idea” on any items above, please visit the library reference desk, attend a library drop in workshop, or contact a reference
librarian by email ([email protected]) or phone (530-242-7551) for assistance.
1
ISLO Information Competency 2/4/14
Institutional Learning Outcome
Information Competency Assessment
Part 2. Skills Assessment
1.
You are writing a paper for your science class and need information defining the phrase “sustainable agriculture.” What is the best
choice for getting some brief background information?
O Search for “sustainable agriculture” in the library’s online catalog.
O Search for “sustainable agriculture” in the library’s newspaper database collection.
O Enter “sustainable agriculture” in a search engine, such as Firefox or Google Chrome.
O Look up “sustainable agriculture in a reference work, such as an encyclopedia.
For questions 2 through 4, refer to this citation:
2.
What is the title of this journal article?
O “The Only Thing That Isn’t Sustainable…Is the Farmer.”
O Rural Sociology
O Academic Search Premier
O Sustainable agriculture—Research
3.
What is the name of the database in which this journal article appears?
O “The Only Thing That Isn’t Sustainable…Is the Farmer.”
O Rural Sociology
O Academic Search Premier
O Sustainable agriculture—Research
4.
Rural Sociology is an example of a
O Newsletter
O Magazine
O Government Report
O Academic Journal
5.
Which group of keywords best describes the search information needed for the following assignment?
Prepare a Power Point presentation about the stigma associated with schizophrenia in Shasta County.
O Power Point, presentation, stigma
O stigma, associated, schizophrenia
O stigma, schizophrenia, Shasta County
O stigma, associated, Shasta County
2
ISLO Information Competency 2/4/14
Institutional Learning Outcome
Information Competency Assessment
6.
Which search strategy would be best for finding journal articles about stigma associated with schizophrenia or other mental
illness:
O stigma and mental and illness and schizophrenia
O stigma or mental or illness or schizophrenia
O stigma and (“mental illness” or schizophrenia)
O stigma or (“mental illness” and schizophrenia)
7.
Your communications class is hosting a forum to inform college students on the stigma faced by community members living
with mental illness. Which source would offer students a first-hand introduction to this subject?
O A documentary film about causes and treatment of mental illness.
O A power point presentation that incorporates statistics from the local Department of Public Health.
O A guest speaker who has a Ph.D. in psychology and teaches at C.S.U. Chico.
O A guest speaker who is coping with a mental illness.
8.
You want to use some of the information found in a journal article in a research paper. Which of these situations require that you
credit or cite the source of your information:
O When you paraphrase a main point of the journal article in your own words.
O When you quote a sentence from the article.
O Both A and B.
O Fair use requires crediting a source only when the paper is being published.
Consider the following Internet domain names: .gov .ca.gov .net
9.
.com .org
.edu
Which of these domain names are associated with commercial sites:
O .gov and .net
O .net and .com
O .com and .org
O .com and .edu
10. Scholarly or peer-reviewed articles are written by experts in academic or professional fields. They are excellent sources for
finding out what has been studied or researched on a topic as well as to find bibliographies that point to other relevant sources
of information. Which of the following is a good source of scholarly articles:
O Wikipedia and Google Scholar
O Wikipedia and Encyclopedia Britannica
O Google Scholar and JSTOR
O JSTOR and The New York Times
3
ISLO Information Competency 2/4/14
Institutional Learning Outcome
Quantitative Reasoning Assessment
Student ID#
Course Section #:
Quantitative reasoning is the ability to use appropriate mathematical methods. This includes, but is not limited to, the ability to
measure, compute, solve problems, and read and interpret data. Students in this course will demonstrate their current quantitative
reasoning skills by completing this survey. Since it is important for us to evaluate what you really know, please do not use a calculator,
and please do not guess. If you are unsure of how to arrive at the correct answer, please select answer a) unsure. Since the
questions on this survey do not require extensive calculations, do not spend a lot of time on any one question. If you don’t recognize
how to get the correct solution quickly, select a) unsure, and continue with the next question.
Please shade the choice that is the best answer to each question below.
1.
If you had pound of candy and
amount of candy that was eaten?
15
16
a) unsure
2.
15
2

16
3
c)
Question / Problem
of it got eaten at a party, which calculation would give the
15
2

16
3
d)
2
15

3
16
e)
5.376
5.3072
unsure
b)
5.43
5.4
5.3072
c) 5.376
5.4
5.43
d) 5.3072
5.376
e) 5.4
5.376
5.43
5.4
5.376
e
b
c
d
e
5.3072
5.3072
a
b) less than 100%
c) greater than 100%
c
d
e
d) equal to 100%
a
b
c
d
e
O O O O O
If 15% of n is 45 , the number n is ____________ .
b) less than 45
b
O O O O O
Pick the answer which correctly fills in the blank.
a) unsure
d
5.43
If n% of 30 is 50, n% is ____________ .
4.
c
O O O O O
Pick the answer which correctly fills in the blank.
a) unsure
b
O O O O O
a
5.4
a)
a
x
Arrange the decimal numbers in order from smallest to largest.
5.43
3.
b)
2
3
SHADE CIRCLES LIKE THIS
c) greater than 45
d) equal to 45
Please continue survey on back
1
ISLO Quantitative Reasoning 2/4/14
Institutional Learning Outcome
Quantitative Reasoning Assessment
5.
Which measurement is most likely to be the diameter of the coin shown below?
a) unsure
6.
b) 0.24 cm
c) 0.24 m
d) 2.4 mm
a
Which circle below has an area closest to 110 square inches?
a
d) a circle of radius 7 inches
b) a circle of radius 5 inches
e) a circle of radius 12 inches
c
d
e
O O O O O
e) 24 mm
a) unsure
b
b
c
d
e
O O O O O
c) a circle of radius 6 inches
7.
According to “Order of Operations”, what is the first operation to perform in
4  50  23  5  9  ?
a) unsure
8.
c) 5  9 
b) 4  50
a
a
9.
c) is negative
10.
a
c) is negative
a) unsure
b)
 x
c)
 x
10
c
d
e
b
c
d
e
O O O O O
d) depends on the absolute
values of the numbers
If x and y are positive numbers where x is larger than y, which of the following is the largest?
15
b
d) depends on the absolute
values of the numbers
If a negative number is subtracted from a positive number, the sign of
the result ___________________ .
b) Is positive
e
O O O O O
Pick the answer which correctly fills in the blank.
a) unsure
d
e) 50  2
d) 23
If a positive number is subtracted from a negative number, the sign of
the result ___________________ .
b) Is positive
c
O O O O O
Pick the answer which correctly fills in the blank.
a) unsure
b
d)
 y
15
e)
 y
10
a
b
c
d
e
O O O O O
Please continue survey on next page
2
ISLO Quantitative Reasoning 2/4/14
Institutional Learning Outcome
Quantitative Reasoning Assessment
11.
Pick the answer which correctly fills in the blank.
a
The average of the list of numbers is 76. If 66 is a number in the list, and 66 were to be dropped from
the list and the remaining numbers averaged, that average would be ________________ the original
average.
a) unsure
12.
b) higher than
c) lower than
c
d
e
O O O O O
d) the same as
A newspaper article says the median price of homes sold in River Acres during the past month
was $175,000. Which answer below best describes the meaning of this statement?
a)
b)
c)
d)
e)
b
a
b
c
d
e
O O O O O
unsure
The average price of a home was $175,000.
More homes sold for $175,000 than for any other price.
Half of the homes sold cost $175,000.
Half of the homes sold cost $175,000 or more.
For a statistics project, Rachel surveyed 200 college students to determine relative preferences
for types of music. The results are given in the graph below. Use this graph to answer questions
13 and 14 below.
45
42
Number of Respondents
40
35
30
29
25
28
21
20
14
15
16
13
16
15
Men
Women
10
6
5
0
Rock and
Pop
Country
Hip Hop and Techno and
Rap
House
Other
Music Category
13.
Of the people who prefer hip hop and rap, what fraction are women?
a
b
c
d
e
O O O O O
a) unsure
14.
b) 28%
c)
2
5
d)
7
50
e)
2
3
Write the ratio of women who preferred hip-hop and rap to women who preferred rock and pop.
a
b
c
d
e
O O O O O
a) unsure
3
b)
4
c) 7%
4
d)
7
4
e)
3
Please complete survey on back
3
ISLO Quantitative Reasoning 2/4/14
Institutional Learning Outcome
Quantitative Reasoning Assessment
Use this graph to answer questions 15 and 16.
15.
During which year did the production increase the most?
a) unsure
16.
b) 2001
c) 2002
d) 2003
a
e) 2004
Use the graph above to determine which year had the highest yearly total of cell phones
produced.
a) unsure
b) 2001
c) 2002
d) 2003
b
c
d
e
O O O O O
a
b
c
d
e
O O O O O
e) 2004
4
ISLO Quantitative Reasoning 2/4/14
Program Learning Outcome Foundational Skills
Assessment Tool
Student ID#
Course Section #
Self-efficacy is the confidence and ability to perform actions that are required to effectively meet academic, personal, and professional
goals. Students in this course will demonstrate self-efficacy by taking a survey about their knowledge of campus support services.
These services include counseling, tutoring, health services, financial aid, campus clubs, and events.
SHADE CIRCLES LIKE THIS
I have NO
idea how to
do this.
I have
SOME
ideas but
little
confidence.
I know
how to do
this.
I am
experienced
and could
teach
others.
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
Imagine that you have the following situations in your life.
Do you know how to solve this problem?
Shade in the circle that best reflects your knowledge of how to solve the
following problems.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
I need money (financial aid, loans) to go to college.
I need to decide what major to choose.
I want to drop a course.
I need tutoring in writing papers.
I want to participate in clubs and activities.
I need to add a course.
I received a bill from the college and I need to talk to someone about it.
I need to see a doctor or nurse on campus.
I need information about transferring to another college.
I need to buy textbooks.
I am having a personal problem and need to talk to someone.
I need to use a computer to type an essay.
I want career information.
I need tutoring in reading.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
I need services for my disability.
I am hungry and want to eat on campus.
I want to serve in student government.
I need books and other information for a research paper.
I need a part-time job.
I need a parking permit.
I need tutoring in math.
I have a complaint about an instructor.
I need tutoring in science.
I need to make an “ed plan.”
I want to attend Student Success Workshops.
If you shaded “I have NO idea” on any items above, please understand that Shasta College is here to help you. We encourage you to ask questions of your
instructor, counselor, tutor, etc. to get the information you need to increase your level of success and well-being at Shasta College. Thank you.
PLO Foundational Skills 2/21/14
Institutional Learning Outcome
Workplace Skills Assessment
Student ID#
Course Section #:
Workplace skills provide the ability to perform and succeed in the workplace. This allows employees to problem solve, comprehend
instructions, and professionally interact with co-workers and customers.
SHADE CIRCLES LIKE THIS
Please shade the choice that best reflects your answer to each of the questions below.
True
False
Unsure
1.
The definition of attitude varies with each individual.
O
O
O
2.
Troubles at home, money problems and cranky co-workers are all examples of common attitude problems
at work.
O
O
O
3.
Your attitude has nothing to do with your self-image.
4.
It is impossible to be the “Master of Your Own Mood” when dealing with negative people on a daily basis.
O
O
O
O
O
O
5.
Spending time with negative people increases your happiness because it reminds you of how important it
is to focus on being positive.
O
O
O
6.
Low self-esteem, fear, and unresolved conflict are primary causes of a bad attitude.
7.
Compliments are an easy way to make a customer feel welcome.
8.
Spending time with positive people is a great way to maintain a positive attitude.
9.
Communication competence is one of the most valuable skills that an employee can have.
10.
During “active listening,” being empathetic means that you put yourself in the shoes of the other person.
11.
Smiling when you answer the phone can make a positive impression on the caller.
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
O
12.
The definition of communication competence is: The ability to be effective and appropriate given the
context.
O
O
O
13.
Using negative words makes a better impression on others than the use of positive words.
14.
Crossing your arms is an effective way of sending the message that you are open and welcoming.
O
O
O
O
O
O
15.
To become a better communicator, it is necessary to honestly assess your current levels of
communication competence.
O
O
O
16.
Gossip, passive aggression, and hidden agendas have a negative impact on workplace communication.
O
O
O
17.
Giving poor customer service can result in customers leaving the business and taking their business to a
competitor.
O
O
O
18.
Calling the customer by their name can help form a bond between the business and the customer.
O
O
O
19.
O
O
O
O
O
O
O
O
O
22.
Reliability simply means an employee will properly punch out at the company time clock as per company rules
and regulations.
When a customer service representative displays assurance, it shows the customer that she/he knows the
company’s products or services well.
Having good listening skills is not really an important quality of delivering great customer service. It is best to
just tell the customer about the company’s product or service and move on.
It is proper to ignore a customer when you are busy with another customer.
23.
One of the biggest sins of customer service is arguing with the customer.
24.
Customers will often stop doing business with a company when they are ignored.
O
O
O
O
O
O
O
O
O
25.
The value of long-term customers to a business is very high because long-term customers can keep the
business profitable for many years into the future.
O
O
O
20.
21.
1
ISLO Workplace Skills 2/4/14