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BUSN 258 Week 1-7 All Discussion Questions

BUSN 258 Week 4 Midterm

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Published by s.i.m.psonric.hardson123456, 2018-12-20 02:00:32

BUSN 258 Inspiring Innovation--snaptutorial.com

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BUSN 258 Week 1-7 All Discussion Questions

BUSN 258 Week 4 Midterm

Keywords: Entire course,Dq's, Check points

BUSN 258 Entire Course
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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

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BUSN 258 Week 1 Assignment
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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?

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BUSN 258 Week 2 Assignment
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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.

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BUSN 258 Week 2 You Decide
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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.

On Thursday morning of your third week a customer called with a complaint about defective product.
The cost of the complaint could be significant. The department managers all have different opinions on
how to handle the complaint. By Thursday afternoon you find that some of the required information to
make the part was missing. It was a rush job. The information is normally requested from the customer
by customer service. By late Thursday you have the following positions:

Your Role/Assignment - You have two roles here. The first is how to handle the complaint from the
customer. Secondly you must decide on the customer relations position you want for the company.

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BUSN 258 Week 3 Case Study

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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.

2. Supporting Research: Based on what you learned in the interview, you'll conduct online research
using scholarly resources, which can be found in the DeVry Online Library (available under Course
Home) and online research sources such as Google. Locate at least four articles (two must be from
scholarly resources) that discuss the current business climate for this company for inclusion as sources in
your paper. What are current trends in this business (or in the overall industry of which this business is a
member) that might impact customer service, customer satisfaction, or customer loyalty positively or
negatively?

Examples

A.) Toyota is a business in the auto industry. Customers want safe cars. Toyota has had a series of
setbacks in recent months from brakes failures to acceleration issues. Toyota has a history of great
customer relations, but now appears to have to re-shape its image. Other car companies are using
safety and quality messaging against Toyota (insert accurate APA in-text source citation here). Toyota
needs to address its customer service programs and customer relations for both existing customers and
potential new customers.

B.) Yume, the owner of a local Thai restaurant, has recently introduced a customer loyalty program
where customers earn points for purchases that can be redeemed for free food and drinks; and
customers love it! The American Restaurant Association says that loyalty programs are growing in
popularity, especially in small boutique establishments, where there is a more personal connection
between the owner and the customer (insert accurate APA in-text source citation here). Yume's
customers are very loyal and very satisfied, so since service improvement may not be entirely necessary,
she may be able to expand her relationship with her customers by selling her sauces and cookbooks to
her customers. This venture may also attract new customers!

3. Analysis and Recommendations: Using what you've learned from the interview and your research,
analyze the customer service environment at this company. How can customer service be improved?
What are your recommendations to this company based on what you've learned?

4. Additional requirements: Prepare a 750 word (minimum) paper addressing these questions, using APA
style and formatting. Pay particular attention to the accurate citation of your interview source and your
secondary research sources. Full contact information for your interview source (interviewee name,
company name, phone, and email address) is required, and should be included as a separate Appendix
page following your Reference page.

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BUSN 258 Week 4 Assignment

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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.

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BUSN 258 Week 4 Midterm - Set 2

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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?
11. Question : (TCO 8) To end a call:
12. Question : (TCO 7) Listening is the only communication skill that is:
13. Question : (TCO 6) The end result of CAA is that you:
14. Question : (TCO 6) Taking notes during a conversation is:
15. Question : (TCO 13) Which of the following benefits does NOT apply to the advantages of a company
using websites?
16. Question : (TCO 13) Which of the following is NOT a method for providing the customers with human
contact despite high-tech communication systems?
17. Question : (TCO 13) Structured knowledge bases are:
18. Question : (TCO 6) The key to holding interest in a conversation is:
Page:

12

1. Question : (TCO 1, 4) Your author cites Ockham's razor, a logical approach that asserts that when
trying to understand a situation, the simplest explanation is usually the right one. What does this mean
in the context of customer service?
2. Question : (TCO 7, 8) How can you keep a caller on track?
3. Question : (TCO 8) Explain ways to diffuse the customer's anger or frustration.

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BUSN 258 Week 5 Assignment

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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 Week 5 You Decide

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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. 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/Assignment
Would you investigate customer complaints further? If so, how would you proceed to understand if
there is a problem with service?

Activity
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.

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BUSN 258 Week 6 Case Study

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BUSN258 Week 6 Case Study LL Bean & AT&T

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BUSN 258 Week 7 Assignment
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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 Week 7 You Decide
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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, 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.

Your Role/Assignment

Your role is to come up with a solution for BobÂ’s situation. If you were in Bob YeaderÂ’s position what
would you do? Define the problem(s) as you see it? Determine possible solutions and pick a solution to
implement immediately.

Activity

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.

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BUSN 258 Week 8 Final Exam 1
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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:

8.
Question :
(TCO 5) Communication efficiency is:

9.
Question :
(TCO 5) Customer convenience stems from:

10.
Question :
(TCO 4) How long do Americans want to spend preparing a meal?

11.
Question :
(TCO 9) To avoid requiring customers to do repetitive tasks:

12.
Question :
(TCO 8) A company's culture is made up of:

13.
Question :
(TCO 8) Many customers get their first impression of your company from:

14.
Question :
(TCO 9) Calling yourself Mr. or Ms. may give the impression that:

15.
Question :
(TCO 8) Which employees do most customers associate with a company?

16.
Question :
(TCO 10) The three-step process for acting on complaints does NOT include:

17.
Question :
(TCO 10) What percent of customers whose complaints are dealt with report a willingness to do
business with a company again?

18.
Question :
(TCO 10) Feedback is a form of:

19.
Question :
(TCO 10) A quick response to a customer's problem should convey:

20.
Question :
(TCO 11) When it comes to listening versus speaking:

21.
Question :
(TCO 12) A good strategy with an angry customer is:

22.
Question :
(TCO 6) Which of the following behaviors is NOT characteristic of aggressive people?

23.
Question :
(TCO 11) Abrasiveness refers to:

24.
Question :
(TCO 13) In the NPS formula, the P stands for:

25.
Question :
(TCO 13) Market share refers to:

1.
Question :
(TCO 1, 2) Define and explain the NPS formula and how it applies to customer satisfaction.
Superb response
2.
Question :
(TCO 4,5) Explain the concept of goodness of product fit.
Awesome response
3.
Question :
(TCO 6, 7) Describe the two personalities a customer will encounter when doing business with an
organization, and provide examples of each from your own experience.

Fantastic response

4.
Question :
(TCO 8, 9) Describe at least three techniques that companies can use to successfully engage their
customers. What are your recommendations for improving a company's ability to engage their
customers?
Brilliant response
5.
Question :
(TCO 13) Describe the difference between customer share and market share. Explain which concept is
more important.

Outstanding response

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BUSN 258 Week 8 Final Exam 2

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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:
7.
Question :

(TCO 5) Intrinsic value arises from:
8.
Question :
(TCO 5) The best companies to work for:

9.
Question :
(TCO 5) Customer convenience stems from:
10.
Question :
(TCO 4) Communication effectiveness is NOT best achieved when the message is:

11.
Question :
(TCO 9) Excellent organizations are:
12.
Question :
(TCO 8) Behavior is:

13.
Question :
(TCO 8) One problem with not seeing the person you are talking to is:

14.
Question :
(TCO 9) How far from your mouth should the telephone mouthpiece be?
15.
Question :
(TCO 8) To end a call:
16.
Question :

(TCO 10) Customer dissatisfaction with a firm's phone call handling stems from:

17.
Question :
(TCO 10) Open communication occurs best when:
18.
Question :
(TCO 10) Feedback is a form of:
19.
Question :
(TCO 10) Which of the following strategies is NOT a great method of soliciting feedback?
20.
Question :
(TCO 12) Positive language conveys more of what than negative language?
21.

Question :

(TCO 12) A good strategy with an angry customer is:
22.

Question :

(TCO 6) Assertiveness and abrasiveness are:
23.

Question :

(TCO 11) An average company will lose what percentage of its customers every five years?

24.

Question :
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