BUSN 258 Potential Instructors / tutorialrank.com

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BUSN 258 Potential Instructors / tutorialrank.com
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BUSN 258 Potential Instructors / tutorialrank.com

• BUSN 258 Entire Course

• BUSN 258 Week 1

• BUSN 258 Week 1-7 All Discussion Questions
• BUSN 258 Week 4 Midterm
• BUSN 258 Week 8 Final Exam
• BUSN258 Week 1 Assignment
• BUSN258 Week 2 Assignment
• BUSN258 Week 2 You Decide
• BUSN258 Week 3 Case Study

• Week 1 DQ 1 - Customer Service Impact
• Week 1 DQ 2 - Building Relationships
• Week 2 DQ 1 - Selling
• Week 2 DQ 2 - Listening
• Week 3 DQ 1 - Customer Contact
• Week 3 DQ 2 - The Web
• Week 4 DQ 1 - The Unreasonable Customer
• Week 4 DQ 2 - Trends

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BUSN 258 Potential Instructors / tutorialrank.com

• BUSN 258 Week 1 Assignment

• BUSN 258 Week 2 Assignment

• Week 1 DQ 1 - Customer Service Impact
• Week 1 DQ 2 - Building Relationships
• Week 2 DQ 1 - Selling
• Week 2 DQ 2 - Listening
• Week 3 DQ 1 - Customer Contact
• Week 3 DQ 2 - The Web
• Week 4 DQ 1 - The Unreasonable Customer
• Week 4 DQ 2 - Trends
• Week 5 DQ 1 - Customer Feedback

• 1.What are some factors (patterns of behavior)
  that project a companys culture? List several
  examples from organizations you work in.

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BUSN 258 Potential Instructors / tutorialrank.com

• BUSN 258 Week 2 You Decide

• BUSN 258 Week 3 Case Study

• 1. Interview After completing your assigned
  readings for this week, interview someone who has
  a customer relations/customer service role or
  responsibility where the person has
  organizational responsibility and knowledge of
  the companyÂs customer relations policies.

• Read the You Decide scenario and decide on a
  response. Your goal is to identify the critical
  issues in the scenario and determine how you
  would resolve. Write a report correctly formatted
  of at least 125 words.

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BUSN 258 Potential Instructors / tutorialrank.com

• BUSN 258 Week 4 Assignment

• BUSN 258 Week 4 Midter1

• 1. Look back on your own experiences as a
  customer and identify situations when little
  things have made a difference in your buying
  decision. Think, for example, of places you have
  stopped doing business with. What little things
  pushed you out of the zone of indifference into
  the dissatisfied range?

• 1. Question
• (TCO 1) The letter L in the acronym LIFE stands
  for ________.
• 2. Question (TCO 2) Customer loyalty is
• 3. Question (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?

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BUSN 258 Potential Instructors / tutorialrank.com

• BUSN 258 Week 4 Midterm

• BUSN 258 Week 5 Assignment

• 1.Question
• (TCO 1) Excellent organizations are
• Question (TCO 2) The Gallup organization studied
  the impact of customer ________ on long-term
  customer loyalty and profitability.
• Question (TCO 9) You can gain loyal online
  customers through a lack of competition if
• Question (TCO 10) Customer dissatisfaction with
  a firm's phone call handling stems from

• 1. How can organizations become more open to
  feedback? What kinds of employee training would
  help? What would you tell your employees about
  feedback importance if you were the boss?

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BUSN 258 Potential Instructors / tutorialrank.com

• BUSN 258 Week 5 You Decide

• BUSN 258 Week 6 Case Study

• You are a general manager with a service company.
  You are hearing comments from your sales group
  that customers are unhappy with your company. The
  comments range from poor service, missed
  assignments, to technical failures. When you ask
  for specifics, you get a general view of
  dissatisfaction from your sales group but not a
  clear view if there is an issue.

• BUSN258 Week 6 Case Study LL Bean ATT

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BUSN 258 Potential Instructors / tutorialrank.com

• BUSN 258 Week 7 Assignment

• BUSN 258 Week 7 You Decide

• 1.Which of the two general causes of
  stress,worker characteristics and working
  conditions,is the most significant in your job?
  How can you control or manage it?

• You are Bob Yeader, a Sales Manager, of a small
  printing company. One of you sales people asked
  for a meeting. The meeting was difficult. The
  sales person, Pat Lawson, broke down in the
  meeting. Pat said the work was too much and the
  customers too demanding. Where Pat used to be
  able to get all the work done in one a week,
  there was now too much work.

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BUSN 258 Potential Instructors / tutorialrank.com

• BUSN 258 Week 8 Final Exam 1

• BUSN 258 Week 8 Final Exam 2

• 1. Question (TCO 1) The best way to win
  customer loyalty is to
• 2. Question (TCO 2) Which of the following
  problems is NOT listed as a people turnoff?
• 3. Question (TCO 3) Small companies can compete
  against larger ones if they offer
• 4. Question (TCO 4) Which of the following is
  NOT an example of something a company can do to
  enhance extrinsic value?

• 1. Question (TCO 1) The first step to reduce
  waiting time is to
• 2. Question (TCO 2) Communication turnoffs
  often occur when employees are ignorant of
• 3. Question (TCO 3) Small companies can compete
  against larger ones if they offer
• 4. Question TCO 4) Value arises from a tradeoff
  between
• 5. Question (TCO 5) To enhance value through
  goodness of product fit

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