BUSN 258 Effective Communication-snaptutorial.com

1
BUSN 258 Effective Communication -
snaptutorial.com
2
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 All Homework Assigments, You Decide,
Case Study   For more classes visit www.snaptutori
al.com   BUSN 258 Week 1 Homework Asssignment
Independent Auto Sales and Service (NEW) BUSN 258
Week 3 Homework Asssignment Independent Auto
Sales and Service (NEW)
3
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Final Exam (All 3 Sets)   For more
classes visit www.snaptutorial.com   BUSN 258
Final Exam (NEW) BUSN 258 Week 8 Final Exam
1 BUSN 258 Week 8 Final Exam 2
4
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Final Exam (NEW)   For more classes
visit www.snaptutorial.com   BUSN 258 Final Exam
(NEW)     Question 1.1. (TCO 1) Which of these
key organizational behaviors helps customers to
interact with your organization?
5
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Midterm (All 3 Sets)   For more classes
visit www.snaptutorial.com   BUSN 258 Midterm
(NEW)   BUSN 258 Week 4 Midterm - Set 1   BUSN
258 Week 4 Midterm - Set 2
6
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Midterm (NEW)   For more classes
visit www.snaptutorial.com   BUSN 258 Week 4
Midterm (NEW)     BUSN 258 Midterm   1.        
Question         (TCO 9) How many people is an
unhappy customer likely to tell about a bad
experience?
7
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 1 Assignment   For more classes
visit www.snaptutorial.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?  
8
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 1 DQ 1Positive Impact of Good
Customer Service   For more classes
visit www.snaptutorial.com   BUSN 258 Week 1 DQ
Impact of Good Customer Service How does good
customer service positively affect both the
company and the customer?
9
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 1 DQ 2 Relation With
Customers   For more classes visit www.snaptutoria
l.com   BUSN 258 Week 1 DQ Relation With
Customers How can companies build healthy
relationships with customers?
10
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 1 Homework AsssignmentIndependent
Auto Sales and Service (NEW)   For more classes
visit www.snaptutorial.com   BUSN 258 Week 1
Homework Asssignment  Choose either the
Independent Auto Sales and Service (IAS) case
onpage 16, or the Network Nutri
11
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 1 to 7 All DQs (Except Week 6 DQ1
Week 7 DQ1)   For more classes visit www.snaptutor
ial.com   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  
12
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 2 Assignment   For more classes
visit www.snaptutorial.com   1.What are some
factors (patterns of behavior) that project a
companys culture? List several examples from
organizations you work in.
13
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 2 DQ 1 Engaging Your
Customers   For more classes visit www.snaptutoria
l.com   BUSN 258 Week 2 DQ Engaging Your
Customers Choose one of the Action Tips presented
in Chapter 2 of the textbook and describe the
tip, as well as how you would implement it for a
particular company.
14
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 2 DQ 2 Listening To Your
Customers   For more classes visit www.snaptutoria
l.com   DQ 2   Listening to Your Customers
(graded) Choose one of the Action Tips presented
in Chapter 3 of the textbook and describe the
tip, as well as why it is important. Illustrate
your argument with an example.
15
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 2 You Decide   For more classes
visit www.snaptutorial.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. Write a
report correctly
16
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 3 Case Study McDuffie
Dentistry   For more classes visit www.snaptutoria
l.com   BUSN 258 Week 3 Case Study McDuffie
Dentistry
17
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 3 Case Study   For more classes
visit www.snaptutorial.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
18
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 3 DQ 1 Talkng to Your Customers on
Phone   For more classes visit www.snaptutorial.co
m   BUSN 258 Week 6 DQ Talkng to Your Customers
on Phone Choose one of the Action Tips in Chapter
4 of the textbook, and discuss it with examples.
19
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 3 DQ 2 Electronic and Internet
Communication   For more classes
visit www.snaptutorial.com   BUSN 258 Week 3 DQ
Electronic and Internet Communication Choose one
of the Action Tips in Chapter 5 of the textbook,
and discuss why it is important. Provide an
example of the tip, from your experience as a
customer, or your experience as an employee.
20
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 3 Homework AsssignmentIndependent
Auto Sales and Service (NEW)   For more classes
visit www.snaptutorial.com   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
21
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 4 Assignment   For more classes
visit www.snaptutorial.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,
22
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 4 DQ 1 Addressing Customer
Turnoffs   For more classes visit www.snaptutorial
.com   Addressing Customer Turnoffs (graded) What
causes customers to become dissatisfied and
turned off? How can you prevent it?
23
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 4 DQ 2 Emerging Trends in Customer
Service   For more classes visit www.snaptutorial.
com   Emerging Trends in Customer Service Choose
one emerging trend in customer service and
discuss how it is impacting the relationships
between companies and customers.
24
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 4 Midterm - Set 2   For more
classes visit www.snaptutorial.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?
25
BUSN 258 Effective Communication -
snaptutorial.com
  BUSN 258 Week 4 Midterm Set 1   For more
classes visit www.snaptutorial.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.  
26
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 5 Assignment   For more classes
visit www.snaptutorial.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?
27
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 5 DQ 1 Collecting Customer
Feedback   For more classes visit www.snaptutorial
.com   Collecting Customer Feedback How can
companies collect feedback from customers, and
how much data should be collected?
28
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 5 DQ 2 Handling Customer
Complaints   For more classes visit www.snaptutori
al.com   Handling Customer Complaints How should
you handle a dissatisfied customer? What about a
customer with unreasonable complaints?
29
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 5 You Decide   For more classes
visit www.snaptutorial.com   Scenario Summary You
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.
30
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 6 Case Study Trader Joes and Time
Warner Cable   For more classes
visit www.snaptutorial.com   Companies with Good
and Bad Service Trader Joes Time Warner Cable
31
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 6 Case Study   For more classes
visit www.snaptutorial.com   BUSN258 Week 6 Case
Study LL Bean ATT
32
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 6 DQ 2 Using Information to Exceed
Customer Expectations   For more classes
visit www.snaptutorial.com   DQ 2   Using
Information to Exceed Customer Expectations
(graded) Explain how providing accurate and
timely information can be used to exceed customer
expectations.
33
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 6 Homework Asssignment Independent
Auto Sales and Service (NEW)   For more classes
visit www.snaptutorial.com   Continuing either
the Independent Auto Sales and Service (IAS)
orNetwork Nutrition Distributors (NND) case that
you started in Week 1
34
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 7 Assignment   For more classes
visit www.snaptutorial.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?
35
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 7 DQ 2 Stress and Customer
Service   For more classes visit www.snaptutorial.
com   DQ 2   Stress and Customer Service
(graded) Customer service can be seen as a kind
of emotional labor. How can you reduce stress and
prevent burnout if you are a customer service
representative?
36
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 7 You Decide   For more classes
visit www.snaptutorial.com   Scenario
Summary   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,
37
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 8 Final Exam 1   For more classes
visit www.snaptutorial.com   1.   Question
  (TCO 1) The best way to win customer loyalty
is to  
38
BUSN 258 Effective Communication -
snaptutorial.com
BUSN 258 Week 8 Final Exam 2   For more classes
visit www.snaptutorial.com   1.   Question
  (TCO 1) The first step to reduce waiting time
is to
39
BUSN 258 Effective Communication -
snaptutorial.com