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• BUSN 258 Entire Course (DEVRY)

• BUSN 258 Week 1-7 All Discussion Questions
  (DEVRY)

• BUSN 258 Week 1-7 All Discussion Questions
• BUSN 258 Week 4 Midterm
• BUSN 258 Week 8 Final Exam
• BUSN258 Week 1 Assignment

• Week 1 DQ 1 - Customer Service Impact
• Week 1 DQ 2 - Building Relationships
• Week 2 DQ 1 - Selling

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BUSN 258 Week 1 Assignment (DEVRY)
BUSN 258 Week 2 Assignment (DEVRY)
Week 1 DQ 1 - Customer Service Impact Week 1
DQ 2 - Building Relationships Week 2 DQ 1 -
Selling Week 2 DQ 2 - Listening
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 Week 2 You Decide (DEVRY)
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
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
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BUSN 258 Week 4 Midterm - Set 2 (DEVRY)
BUSN 258 Week 4 Assignment (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
Look back on your own experiences as a customer
and identify situations when little things have
made a difference in your buying decision.
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BUSN 258 Week 4 Midterm - Set 1 (DEVRY)
BUSN 258 Week 5 Assignment (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.
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 Week 5 You Decide (DEVRY)
BUSN 258 Week 6 Case Study (DEVRY)
You are a general manager with a service company.
You are hearing comments from your sales group
that customers are unhappy with your company
BUSN258 Week 6 Case Study LL Bean ATT
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BUSN 258 Week 7 Assignment (DEVRY)
BUSN 258 Week 7 You Decide (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
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?
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BUSN 258 Week 8 Final Exam 1 (DEVRY)
BUSN 258 Week 8 Final Exam 2 (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
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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