BUSN 258 PAPERS Massive Success / busn258papers.com

1
BUSN 258 PAPERS Massive Success /
busn258papers.com
2
BUSN 258 PAPERS Massive Success
BUSN 258 All Homework Assigments, You Decide,
Case Study FOR MORE CLASSES VISIT www.busn258pap
ers.com     BUSN 258 Week 1 Homework Asssignment
Independent Auto Sales and Service (NEW) BUSN 258
Week 3 Homework Asssignment Independent Auto
Sales and Service (NEW) BUSN 258 Week 6 Homework
Asssignment Independent Auto Sales and Service
(NEW) BUSN 258 Week 6 Case Study Trader Joes
Time Warner Cable
3
BUSN 258 PAPERS Massive Success
BUSN 258 Final Exam (All 3 Sets) FOR MORE
CLASSES VISIT www.busn258papers.com     BUSN 258
Final Exam (NEW) BUSN 258 Week 8 Final Exam
1 BUSN 258 Week 8 Final Exam 2
4
BUSN 258 PAPERS Massive Success
BUSN 258 Final Exam (NEW) FOR MORE CLASSES
VISIT www.busn258papers.com     BUSN 258 Final
Exam (NEW) Question 1.1. (TCO 1) Which of
these key organizational behaviors helps
customers to interact with your organization?
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?
5
BUSN 258 PAPERS Massive Success
BUSN 258 Midterm (All 3 Sets) FOR MORE CLASSES
VISIT www.busn258papers.com     BUSN 258 Midterm
(NEW) BUSN 258 Week 4 Midterm - Set 1 BUSN
258 Week 4 Midterm - Set 2
6
BUSN 258 PAPERS Massive Success
BUSN 258 Midterm (NEW) FOR MORE CLASSES
VISIT www.busn258papers.com     BUSN 258 Week 4
Midterm (NEW) BUSN 258 Midterm 1.
Question (TCO 9) How many people is an
unhappy customer likely to tell about a bad
experience?
7
BUSN 258 PAPERS Massive Success
BUSN 258 Week 1 Assignment (Devry) FOR MORE
CLASSES VISIT www.busn258papers.com     1. What
major corporations that youve heard of seem to
be doing the best job of building customer
loyalty? In what ways do they attempt to build
long-term relationships with customers? 2. How do
ripple effects escalate the problem of the lost
customer?
8
BUSN 258 PAPERS Massive Success
BUSN 258 Week 1 DQ 1Positive Impact of Good
Customer Service FOR MORE CLASSES
VISIT www.busn258papers.com     BUSN 258 Week 1
DQ Impact of Good Customer Service How does good
customer service positively affect both the
company and the customer?
9
BUSN 258 PAPERS Massive Success
BUSN 258 Week 1 DQ 2 Relation With Customers
FOR MORE CLASSES VISIT www.busn258papers.com    
BUSN 258 Week 1 DQ Relation With Customers How
can companies build healthy relationships with
customers?
10
BUSN 258 PAPERS Massive Success
BUSN 258 Week 1 Homework AsssignmentIndependent
Auto Sales and Service (NEW) FOR MORE CLASSES
VISIT www.busn258papers.com     BUSN 258 Week 1
Homework Asssignment Choose either the
Independent Auto Sales and Service (IAS) case
on page 16, or the Network Nutrition Distributors
(NND) case on page 17. For either case, answer
all of the Strategy Planning Questions on page
17. Make sure that your writing is clear,
understandable, and properly formatted
and edited, including checking for proper
spelling and grammar. Provide a cover
11
BUSN 258 PAPERS Massive Success
BUSN 258 Week 1 to 7 All DQs FOR MORE CLASSES
VISIT www.busn258papers.com     This Tutorial
contains All DQs (Except Week 6 DQ1, Week 7 DQ1)
BUSN 258 Week 1 DQ 1 Positive Impact of Good
Customer Service BUSN 258 Week 1 DQ 2 Relation
With Customers BUSN 258 Week 2 DQ 1 Engaging
Your Customers
12
BUSN 258 PAPERS Massive Success
BUSN 258 Week 2 Assignment (Devry) FOR MORE
CLASSES VISIT www.busn258papers.com     1.What
are some factors (patterns of behavior) that
project a companys culture? List several
examples from organizations you work in. 2.What
are three major elements that complicate
listening? Give customer-service related examples
of each.
13
BUSN 258 PAPERS Massive Success
BUSN 258 Week 2 DQ 1 Engaging Your Customers
FOR MORE CLASSES VISIT www.busn258papers.com    
BUSN 258 Week 2 DQ Engaging Your Customers Choose
one of the Action Tips presented in Chapter 2 of
the textbook and describe the tip, as well as how
you would implement it for a particular company.
14
BUSN 258 PAPERS Massive Success
BUSN 258 Week 2 DQ 2 Listening To Your Customers
FOR MORE CLASSES VISIT www.busn258papers.com    
DQ 2 Listening to Your Customers
(graded) Choose one of the Action Tips presented
in Chapter 3 of the textbook and describe the
tip, as well as why it is important. Illustrate
your argument with an example
15
BUSN 258 PAPERS Massive Success
BUSN 258 Week 2 You Decide (Devry) FOR MORE
CLASSES VISIT www.busn258papers.com     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. Drop the report in the DropBox.
Remember to run the spelling and grammar checker
on your work before turning it in. Scenario
Summary - You just took a new job as general
manager with a manufacturing company. They
brought you in because sales and profits are
declining. As you look into the company sales and
profits issues during the first few weeks, you
also observe that in addition to the declining
sales, the company has complaints from customers
16
BUSN 258 PAPERS Massive Success
BUSN 258 Week 3 Case Study (Devry) FOR MORE
CLASSES VISIT www.busn258papers.com     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. This
person could be in your own organization or in
any other company. Ask the interviewee to
describe the role and importance of customer
relations/customer service to the organization
and the top three customer relations/customer
service issues faced by the organization. In case
of a last minute conflict it is best to have a
second choice lined up.
17
BUSN 258 PAPERS Massive Success
BUSN 258 Week 3 Case Study McDuffie Dentistry
FOR MORE CLASSES VISIT www.busn258papers.com    
BUSN 258 Week 3 Case Study McDuffie Dentistry
18
BUSN 258 PAPERS Massive Success
BUSN 258 Week 3 DQ 1 Talkng to Your Customers on
Phone FOR MORE CLASSES VISIT www.busn258papers.c
om     BUSN 258 Week 6 DQ Talkng to Your
Customers on Phone Choose one of the Action Tips
in Chapter 4 of the textbook, and discuss it with
examples.
19
BUSN 258 PAPERS Massive Success
BUSN 258 Week 3 DQ 2 Electronic and Internet
Communication FOR MORE CLASSES
VISIT www.busn258papers.com     BUSN 258 Week 3
DQ Electronic and Internet Communication Choose
one of the Action Tips in Chapter 5 of the
textbook, and discuss why it is important.
Provide an example of the tip, from your
experience as a customer, or your experience as
an employee.
20
BUSN 258 PAPERS Massive Success
BUSN 258 Week 3 Homework AsssignmentIndependent
Auto Sales and Service (NEW) FOR MORE CLASSES
VISIT www.busn258papers.com     Continuing either
the Independent Auto Sales and Service (IAS)
or Network Nutrition Distributors (NND) case that
you started in Week 1, answer the Strategy
Planning Questions listed on page 77 at the end
of Chapter 4. Answer all three questions
(including all sub-questions) completely
your response should be at least 200 words,
properly formatted, clearly written and
21
BUSN 258 PAPERS Massive Success
BUSN 258 Week 4 Assignment (Devry) FOR MORE
CLASSES VISIT www.busn258papers.com     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? Be as specific as possible and remember
that often dissatisfaction comes from a series of
truly small, almost insignificant turnoffs.
22
BUSN 258 PAPERS Massive Success
BUSN 258 Week 4 DQ 1 Addressing Customer
Turnoffs FOR MORE CLASSES VISIT www.busn258paper
s.com     Addressing Customer Turnoffs
(graded) What causes customers to become
dissatisfied and turned off? How can you prevent
it?
23
BUSN 258 PAPERS Massive Success
BUSN 258 Week 4 DQ 2 Emerging Trends in Customer
Service FOR MORE CLASSES VISIT www.busn258papers
.com     Emerging Trends in Customer
Service Choose one emerging trend in customer
service and discuss how it is impacting the
relationships between companies and customers
24
BUSN 258 PAPERS Massive Success
BUSN 258 Week 4 Midterm - Set 1 (Devry) FOR
MORE CLASSES VISIT www.busn258papers.com     1.Que
stion (TCO 1) Excellent organizations are
Question (TCO 2) The Gallup organization
studied the impact of customer ________ on
long-term customer loyalty and profitability.
25
BUSN 258 PAPERS Massive Success
BUSN 258 Week 4 Midterm - Set 2 (Devry) FOR
MORE CLASSES VISIT www.busn258papers.com     1. Qu
estion (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?
26
BUSN 258 PAPERS Massive Success
BUSN 258 Week 5 Assignment (Devry) FOR MORE
CLASSES VISIT www.busn258papers.com     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? 2. What are the
three important steps needed to recover the
potentially lost customer?
27
BUSN 258 PAPERS Massive Success
BUSN 258 Week 5 DQ 1 Collecting Customer
Feedback FOR MORE CLASSES VISIT www.busn258paper
s.com     Collecting Customer Feedback How can
companies collect feedback from customers, and
how much data should be collected?
28
BUSN 258 PAPERS Massive Success
BUSN 258 Week 5 DQ 2 Handling Customer
Complaints FOR MORE CLASSES VISIT www.busn258pap
ers.com     Handling Customer Complaints How
should you handle a dissatisfied customer? What
about a customer with unreasonable complaints?
29
BUSN 258 PAPERS Massive Success
BUSN 258 Week 5 You Decide (Devry) FOR MORE
CLASSES VISIT www.busn258papers.com     Scenario
Summary 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.
30
BUSN 258 PAPERS Massive Success
BUSN 258 Week 6 Case Study (Devry) FOR MORE
CLASSES VISIT www.busn258papers.com     BUSN 258
Week 6 Case Study LL Bean ATT
31
BUSN 258 PAPERS Massive Success
BUSN 258 Week 6 Case Study Trader Joes and Time
Warner Cable FOR MORE CLASSES
VISIT www.busn258papers.com     Companies with
Good and Bad Service Trader Joes Time Warner
Cable
32
BUSN 258 PAPERS Massive Success
BUSN 258 Week 6 DQ 2 Using Information to Exceed
Customer Expectations FOR MORE CLASSES
VISIT www.busn258papers.com     DQ 2 Using
Information to Exceed Customer Expectations
(graded) Explain how providing accurate and
timely information can be used to exceed customer
expectations.
33
BUSN 258 PAPERS Massive Success
BUSN 258 Week 6 Homework Asssignment Independent
Auto Sales and Service (NEW) FOR MORE CLASSES
VISIT www.busn258papers.com     Continuing either
the Independent Auto Sales and Service (IAS)
or Network Nutrition Distributors (NND) case that
you started in Week 1 and continued in Week 3,
answer the Strategy Planning Questions listed on
page 177 at the end of Chapter 10. Answer all
four questions (including all
34
BUSN 258 PAPERS Massive Success
BUSN 258 Week 7 Assignment (Devry) FOR MORE
CLASSES VISIT www.busn258papers.com     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? 2. How can a manager best set a
strategy for improving customer loyalty? What
steps make sense?
35
BUSN 258 PAPERS Massive Success
BUSN 258 Week 7 DQ 2 Stress and Customer Service
FOR MORE CLASSES VISIT www.busn258papers.com    
DQ 2 Stress and Customer Service
(graded) Customer service can be seen as a kind
of emotional labor. How can you reduce stress and
prevent burnout if you are a customer service
representative
36
BUSN 258 PAPERS Massive Success
BUSN 258 Week 7 You Decide (Devry) FOR MORE
CLASSES VISIT www.busn258papers.com     Scenario
Summary   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. Your internal staff
has noticed that Pat seems stressed. You wonder
if customers are seeing the stress. Pat was ready
to quit. Pat has been with your company for 15
years.
37
BUSN 258 PAPERS Massive Success
BUSN 258 Week 8 Final Exam 1 (Devry) FOR MORE
CLASSES VISIT www.busn258papers.com     1. Questio
n (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?
38
BUSN 258 PAPERS Massive Success
BUSN 258 Week 8 Final Exam 2 (Devry) FOR MORE
CLASSES VISIT www.busn258papers.com     1. Questio
n (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
39
BUSN 258 PAPERS Massive Success /
busn258papers.com