BUSN 258 DEVRY Course Material - busn258dotcom

1. BUSN 258 DEVRY Course Material – BUSN258dotcom

2. BUSN 258 DEVRY Course Material BUSN 258 Entire Course (Devry) BUSN 258 Entire Course (Devry) • 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

3. BUSN 258 DEVRY Course Material BUSN 258 Week 1 Assignment (Devry) BUSN 258 Week 1-7 All Discussion Questions (Devry) • 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? • 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

4. BUSN 258 DEVRY Course Material BUSN 258 Week 2 Assignment (Devry) BUSN 258 Week 2 You Decide (Devry) • 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.

5. BUSN 258 DEVRY Course Material BUSN 258 Week 3 Case Study (Devry) BUSN 258 Week 4 Assignment (Devry) • 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. • 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

6. BUSN 258 DEVRY Course Material BUSN 258 Week 4 Midterm - Set 1 (Devry) BUSN 258 Week 4 Midterm - Set 2 (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: • ? • 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?

7. BUSN 258 DEVRY Course Material BUSN 258 Week 5 Assignment (Devry) BUSN 258 Week 5 You Decide (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? • 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.

8. BUSN 258 DEVRY Course Material BUSN 258 Week 6 Case Study (Devry) BUSN 258 Week 7 Assignment (Devry) • BUSN 258 Week 6 Case Study LL Bean & AT&T • 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?

9. BUSN 258 DEVRY Course Material BUSN 258 Week 7 You Decide (Devry) BUSN 258 Week 8 Final Exam 1 (Devry) • 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. • 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?

10. BUSN 258 DEVRY Course Material ABS 200 Week 5 Learning Team 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: • :

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