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BUSN 258 Course Experience Tradition /
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BUSN 258 Course Experience Tradition /
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BUSN 258 Week 1 Assignment (Devry)
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?
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BUSN 258 Week 1 Homework AsssignmentIndependent
Auto Sales and Service (NEW)
BUSN 258 Week 1 Homework Asssignment Choose
either the Independent Auto Sales and Service
(IAS) case onpage 16, or the Network Nutrition
Distributors (NND) case on page 17. Foreither
case, answer all of the Strategy Planning
Questions on page 17. Makesure that your writing
is clear, understandable, and properly formatted
andedited, including checking for proper
spelling and grammar.
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BUSN 258 Week 1 to 7 All DQs
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   BUSN 258 Week 2 DQ 2
Listening To Your Customers   BUSN 258 Week 3 DQ
1 Talkng to Your Customers on Phone   BUSN 258
Week 3 DQ 2 Electronic and Internet Communication
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BUSN 258 Course Experience Tradition /
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BUSN 258 Week 2 Assignment (Devry)
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.
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BUSN 258 Week 2 You Decide (Devry)
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.
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BUSN 258 Week 3 Case Study (Devry)
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.
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BUSN 258 Week 3 Homework AsssignmentIndependent
Auto Sales and Service (NEW)
Continuing either the Independent Auto Sales and
Service (IAS) orNetwork Nutrition Distributors
(NND) case that you started in Week 1, answerthe
Strategy Planning Questions listed on page 77 at
the end of Chapter 4.Answer all three questions
(including all sub-questions) completely
yourresponse should be at least 200 words,
properly formatted, clearly written
andorganized, and checked for spelling and
grammar. Make sure to include a titlepage.
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BUSN 258 Week 4 Assignment (Devry)
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.
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BUSN 258 Week 4 Midterm - Set 1 (Devry)
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
Question (TCO 3) A smile originates in the
Question (TCO 4) What percent of shopping
decisions are made at the point of purchase?
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BUSN 258 Week 4 Midterm - Set 2 (Devry)
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? 4. Question (TCO
10) Customer loyalty is NOT 5. Question (TCO
3) One of the main principles behind
globalization and expansion across cultural and
geographic boundaries is
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BUSN 258 Week 5 Assignment (Devry)
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?
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BUSN 258 Week 5 You Decide (Devry)
Scenario SummaryYou 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.You have met with several of your large
customers in the past few months and they have
not indicated that there is an issue. If anything
your impression from customers is that things are
going well. Your company is growing and there are
new customers and some new sales people.
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BUSN 258 Week 6 Case Study (Devry)
BUSN 258 Week 6 Case Study LL Bean ATT
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BUSN 258 Week 6 Homework Asssignment Independent
Auto Sales and Service (NEW)
Continuing either the Independent Auto Sales and
Service (IAS) orNetwork Nutrition Distributors
(NND) case that you started in Week 1
andcontinued in Week 3, answer the Strategy
Planning Questions listed on page 177at the end
of Chapter 10. Answer all four questions
(including allsub-questions) completelyâyour
response should be at least 200 words,
properlyformatted, clearly written and
organized, and checked for spelling and grammar.
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BUSN 258 Course Experience Tradition /
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BUSN 258 Week 7 Assignment (Devry)
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?
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BUSN 258 Course Experience Tradition /
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BUSN 258 Week 7 You Decide (Devry)
Scenario SummaryYou 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.
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BUSN 258 Week 8 Final Exam 1 (Devry)
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? 5.Question (TCO 5)
Companies cannot wait years for their customers
to see long-term value, so they should
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BUSN 258 Week 8 Final Exam 2 (Devry)
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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The progress of the world depends almost entirely
upon education