BUSN 258 Innovative Educator/ busn258.com

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BUSN 258 Innovative Educator/ busn258.com
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BUSN 258 Innovative Educator

• BUSN 258 Entire Course (Devry)
• For more course tutorials visit
• www.busn258.com
•  
• 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

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BUSN 258 Innovative Educator

• BUSN 258 Week 1 Assignment (Devry)
• For more course tutorials visit
• www.busn258.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?
•  

BUSN 258
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BUSN 258 Innovative Educator

• BUSN 258 Week 1-7 All Discussion Questions
  (Devry)
• For more course tutorials visit
• www.busn258.com
•  
• 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

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BUSN 258 Innovative Educator

• BUSN 258 Week 2 Assignment (Devry)
• For more course tutorials visit
• www.busn258.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.

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BUSN 258 Innovative Educator

• BUSN 258 Week 2 You Decide (Devry)
• For more course tutorials visit
• www.busn258.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.

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BUSN 258 Innovative Educator

• BUSN 258 Week 3 Case Study (Devry)
• For more course tutorials visit
• www.busn258.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

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BUSN 258 Innovative Educator

• BUSN 258 Week 4 Assignment (Devry)
• For more course tutorials visit
• www.busn258.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

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BUSN 258 Innovative Educator

• BUSN 258 Week 4 Midterm - Set 1 (Devry)
• For more course tutorials visit
• www.busn258.com
•  
• 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

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BUSN 258 Innovative Educator

• BUSN 258 Week 4 Midterm - Set 2 (Devry)
• For more course tutorials visit
• www.busn258.com
•  
• 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?

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BUSN 258 Innovative Educator

• BUSN 258 Week 5 Assignment (Devry)
• For more course tutorials visit
• www.busn258.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?
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BUSN 258 Innovative Educator

• BUSN 258 Week 5 You Decide (Devry)
• For more course tutorials visit
• www.busn258.com
•  
• 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

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BUSN 258 Innovative Educator

• BUSN 258 Week 6 Case Study (Devry)
• For more course tutorials visit
• www.busn258.com
•  
• BUSN 258 Week 6 Case Study LL Bean ATT

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BUSN 258 Innovative Educator

• BUSN 258 Week 7 Assignment (Devry)
• For more course tutorials visit
• www.busn258.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?
•  

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BUSN 258 Innovative Educator

• BUSN 258 Week 7 You Decide (Devry)
• For more course tutorials visit
• www.busn258.com
•  
• 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.

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BUSN 258 Innovative Educator

• BUSN 258 Week 8 Final Exam 1 (Devry)
• For more course tutorials visit
• www.busn258.com
•  
• 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?

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BUSN 258 Innovative Educator

• BUSN 258 Week 8 Final Exam 2 (Devry)
• For more course tutorials visit
• www.busn258.com
•  
• 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
• 6. Question (TCO 4) If several people are
  asking the same question, you have

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BUSN 258 Innovative Educator