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Continuing either the Independent Auto Sales and Service (IAS) or Network Nutrition Distributors (NND) case that you started in Week 1, answer the Strategy Planning Questions listed on page 77 at the end of Chapter 4. Answer all three questions (including all sub-questions) completely your response should be at least 200 words, properly formatted, clearly written and organized, and checked for spelling and grammar. Make sure to include a title page. 1. How could you improve the overall quality of telephone use in your organization? Assuming you have authority to do so, what would you do? Describe specific training you could develop. What suggestions would you have for greeting callers? What are some key phrases you would encourage all employees to use? What taboos—words and phrases you would forbid—might be useful? 2. How could you develop guidelines for handling unhappy customers? Draft such a “cheat sheet” for employee reference. Make it long enough to cover most concerns but not so long that it is too complicated. 3. What kinds of routine calls do your company handle most often? Describe these and offer brief guidelines (or checklists) for handling these in ways that provide excellent service.