BUSN 258 UOP Tutorial Course / Uoptutorial

1. BUSN 258 UOP Tutorial Course For More Course Tutorials Visit www.uoptutorial.com

2. BUSN 258 Entire Course BUSN 258 UOP Tutorial 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  BUSN258 Week 4 Assignment  BUSN258 Week 5 Assignment  BUSN258 Week 5 You Decide  BUSN258 Week 6 Case Study  BUSN258 Week 7 Assignment BUSN258 Week 7 You Decide 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 Week 5 DQ 2 - Customer Recovery Week 6 DQ 1 - Customer Expectations Week 6 DQ 2 - Customer Loyalty Week 7 DQ 1 - Emotional Labor Week 7 DQ 2 - Employee Empowerment 

3. BUSN 258 WEEK 1-7 All Discussion Questions BUSN 258 UOP Tutorial Course BUSN 258 Week 4 Midterm - Copy 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 Week 5 DQ 2 - Customer Recovery Week 6 DQ 1 - Customer Expectations Week 6 DQ 2 - Customer Loyalty Week 7 DQ 1 - Emotional Labor Week 7 DQ 2 - Employee Empowerment 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: 6. Question : (TCO 4) What percent of shopping decisions are made at the point of purchase?  7. Question : (TCO 1) A business will lose 10—30% of its customers in what time frame?  8. Question : (TCO 1) A company's culture is made up of:  9. Question : (TCO 6) In any conversation, many of the things we communicate are ________.  10. Question : (TCO 7) Which of the following factors does NOT complicate the listening process? 

4. BUSN 258 Week 4 Midterm BUSN 258 UOP Tutorial Course BUSN 258 Week 8 Final Exam 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: 6. Question : (TCO 4) What percent of shopping decisions are made at the point of purchase?  7. Question : (TCO 1) A business will lose 10—30% of its customers in what time frame?  8. Question : (TCO 1) A company's culture is made up of:  9. Question : (TCO 6) In any conversation, many of the things we communicate are ________.  10. Question : (TCO 7) Which of the following factors does NOT complicate the listening process?  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:  6.Question : (TCO 4) Smart companies connect with their customers through:  7.Question : (TCO 5) Intrinsic value arises from:

5. BUSN 258 Week 8 Final Exam 2 BUSN 258 UOP Tutorial Course BUSN258 Week 1 Assignment 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: 1. What major corporations that you’ve 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?

6. BUSN258 Week 2 Assignment BUSN 258 UOP Tutorial Course BUSN258 Week 2 You Decide 1.What are some factors (patterns of behavior) that project a company’s 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 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 about a variety of issues including late shipments, defective products and wrong invoices.Your sales and manufacturing groups blame each other and the customer for the issues including misleading information given to the customer by sales, incorrect information from the customer regarding specifications, and unrealistic ship dates.

7. BUSN258 Week 3 Case Study BUSN 258 UOP Tutorial Course BUSN258 Week 4 Assignment 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 companyÂ’s 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. 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. 2. Describe in your own words the three categories of customer turnoffs. Give five specific examples of each. 3. Among the most important determinants of customer satisfaction is the availability of feedback. We gain clearer insight into what customers want and don’t want by systematically processing all types of feedback. Describe five ways today’s organizations and individuals can sharpen their insights with useful feedback.

8. BUSN258 Week 5 Assignment BUSN 258 UOP Tutorial Course BUSN258 Week 5 You Decide 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? 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.Your Role/AssignmentWould you investigate customer complaints further? If so, how would you proceed to understand if there is a problem with service?ActivityRead 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.

9. BUSN258 Week 6 Case Study BUSN 258 UOP Tutorial Course BUSN258 Week 7 Assignment BUSN258 Week 6 Case Study LL Bean & AT&T 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?

10. BUSN258 Week 7 You Decide BUSN 258 UOP Tutorial Course 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. Pat has been with your company for 15 years.You knew that there was more work, after all there were more customers, and you recently put in place some new procedures and technology to make to service customers better and increase sales. Pat was the only one struggling; at least you thought so. You were wondering what your options are.

11. BUSN 258 UOP Tutorial Course For More Course Tutorials Visit www.uoptutorial.com