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BUSN 258 All Homework Assigments, You Decide, Case Study

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BUSN 258 Week 1 Homework Asssignment Independent Auto Sales and Service (NEW) BUSN 258 Week 3 Homework Asssignment Independent Auto Sales and Service (NEW) BUSN 258 Week 6 Homework Asssignment Independent Auto Sales and Service (NEW) BUSN 258 Week 6 Case Study Trader Joe’s & Time Warner Cable

BUSN 258 Week 3 Case Study McDuffie Dentistry 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 ==============================================

BUSN 258 Final Exam (All 3 Sets)

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BUSN 258 Final Exam (NEW) BUSN 258 Week 8 Final Exam 1 BUSN 258 Week 8 Final Exam 2 ==============================================

BUSN 258 Final Exam (NEW)

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BUSN 258 Final Exam (NEW)

Question 1.1. (TCO 1) Which of these key organizational behaviors helps customers to interact with your organization?

Question 2.2. (TCO 1) Which of these key organizational behaviors helps customers to stay close after a transaction?

Question 3.3. (TCO 2) Which of these can be a value turnoff for customers?

Question 4.4. (TCO 2) Which of these can be a systems turnoff for customers?

Question 5.5. (TCO 3) Which of the following is true about listening to customers?

Question 6.6. (TCO 4) Which of the following is true about customers in the zone of indifference?


Question 7.7. (TCO 5) When interacting with customers, it’s important to maintain proper verbal discipline. Which of the following represents proper verbal behavior?

Question 8.8. (TCO 6) What does paraphrasing mean?

Question 9.9. (TCO 7) Which of these is true listening?

Question 10.10. (TCO 7) How does true listening help customer relations create business value?

Question 11.11. (TCO 8) Which of these is not a function of call centers?

Question 12.12. (TCO 8) Which is true of angry customers on the phone?

Question 13.13. (TCO 9) Some companies can value profits over customer relationships. Which of these practices doesn’t sacrifice customer trust for short-term “bad profits”?


Question 14.14. (TCO 10) Which of these is not a common cause of anger or frustration for upset customers?

Question 15.15. (TCO 10) When dealing with an upset customer, how should you view the situation?

Question 16.16. (TCO 11) What percentage of customers want to warn others about their bad experiences with companies?

Question 17.17. (TCO 11) What percentage of customers who have a negative experience tell others about it?

Question 18.18. (TCO 12) If you had an issue with a high-roller customer, how would you start trying to resolve the conflict?

Question 19.19. (TCO 13) Which kind of customer software never has to be installed on your computer?

Question 20.20. (TCO 13) How long will customers wait for websites to load? (Points : 8)


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Explain how complicated fares and the perception of inequity between two different passengers might hurt the credibility of airlines. Include as much detail as possible in your answer, but focus your answer on how promises of rewards for 25,000 miles are not received, and what impact this has on the customer. How much does poor customer satisfaction hurt their business? What are the risks for the company? Provide a balanced answer that looks at the “big picture” of profit and satisfaction. What changes would you suggest for the industry?

Question 2.2. (TCO 11) Explain overall strategies for recovering lost customers. Include asmuch detail as possible in your answer, but focus your answer on feeling customer pain asdescribed in the textbook. Create a scenario where a customer has come to you and isdisappointed, but not necessarily angry or frustrated. Choose an industry, describe thecustomer’s complaint, and how you would react in the situation. The customer does not wantto continue doing business with your company because of the events. Explain your customerrecovery efforts, and what impact they ultimately have on the business.

3. (TCO 4) Explain how you would exceed customer expectations by using information. What kinds of information help exceed customer expectations? What are the special informational demands of eCommerce? In your answer, focus on a particular industry and create


a scenario that illustrates your point. What is the impact on the customer, the store/website, the brand, and ultimately the parent company?

Question 1.1. (TCO 2) Explain how complicated fares and the perception of inequity between two different passengers might hurt the credibility of airlines. Include as much detail as possible in your answer, but focus your answer on how promises of rewards for 25,000 miles are not received, and what impact this has on the customer. How much does poor customer satisfaction hurt their business? What are the risks for the company? Provide a balanced answer that looks at the “big picture� of profit and satisfaction. What changes would you suggest for the industry? Question 2.2. (TCO 11) Explain overall strategies for recovering lost customers. Include as much detail as possible in your answer, but focus your answer on feeling customer pain as described in the textbook. Create a scenario where a customer has come to you and is disappointed, but not necessarily angry or frustrated. Choose an industry, describe the customer’s complaint, and how you would react in the situation. The customer does not want to continue doing business with your company because of the events. Explain your customer recovery efforts, and what impact they ultimately have on the business.

Question 3.3. (TCO 4) Explain how you would exceed customer expectations by convenience and timing. In your answer, focus on a particular industry and create a scenario that illustrates your point. What is the impact on the customer, the store/location, the brand, and ultimately the parent company? ==============================================


BUSN 258 Midterm (All 3 Sets)

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BUSN 258 Midterm (NEW)

BUSN 258 Week 4 Midterm - Set 1

BUSN 258 Week 4 Midterm - Set 2 ==============================================

BUSN 258 Midterm (NEW)

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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?

Question 2. (TCO 4) What is one of the benefits of treating customers fairly to generate customer loyalty?

Question 3. (TCO 1) Which of these core customer service competencies reflects the notion that customer service employees need to seize opportunities to satisfy a customer request quickly?

Question 4. (TCO 13) Which of these is not a current expectation for electronic customer service?

Question 5. (TCO 2) Which one of these is not regarded as a potential turnoff to customers?


Question 6. (TCO 3) Which of the following is not a best practice for phone conversations?

Question 7. (TCO 5) Which of these positive personality behaviors gives customers goodwill and moves them toward a positive experience?

Question 8. (TCO 7) Which of the following listening tips can prevent you from “correcting” customers?

Question 9. (TCO 7) What does the term “counterattitudinal advocacy,” or CAA, mean?

Question 10. (TCO 2) What does the concept of service recovery mean?

Question 11. (TCO 8) A customer has written a letter complaining about having her reservation cancelled at your hotel. Your hotel is named the Winter Sands Hotel, and she had a reservation for


November 25th. The hotel features a spa, for which she also had reservations. The spa is not associated with your hotel management, and the spa reservation could not be cancelled. The customer had to drive to the appointment, and drive back home, since all the other hotels in the area were more expensive. Your management will offer her a 15% discount on a future stay, but needless to say, her letter was not relaxed — she was very upset, but civil. Draft a response to the letter that demonstrates your understanding of proper written communication techniques for addressing customer concerns.

Question 12. (TCO 6) A male customer says the following: “Yeah, so I was in your store yesterday, and I noticed that you don’t carry the espresso chocolate wafers anymore. I mean, how can you guys discontinue that, it’s like my wife’s favorite? I mean she sent me to the mall, right, to get some, and I thought that I would be able to just walk in and pick some up. I wouldn’t be coming here otherwise. Okay, so yeah, if someone gave me your peanut brittle as a gift, I wouldn’t give it back to them, you know what I’m saying? Anyway, so I walk into the store and the stuff’s not there anymore. I mean, you can’t even get it off the website, and there’s not even any left on those overstock websites, either. What I am supposed to tell her, that her favorite snack of all time just doesn’t exist anymore? I can’t get it for you now, honey; it’s just a memory, right? I mean, help me out here, what I am supposed to do? What were you guys thinking?” Indicate at what point you would have given him verbal or nonverbal feedback, and what form it would take. Then, paraphrase his response, looking for the essence of the complaint. Imagine that you are talking directly to the customer as you type your response. ==============================================

BUSN 258 Week 1 Assignment (Devry)


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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? ==============================================

BUSN 258 Week 1 DQ 1Positive Impact of Good Customer Service

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BUSN 258 Week 1 DQ Impact of Good Customer Service How does good customer service positively affect both the company and the customer? ==============================================

BUSN 258 Week 1 DQ 2 Relation With Customers


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BUSN 258 Week 1 DQ Relation With Customers How can companies build healthy relationships with customers? ==============================================

BUSN 258 Week 1 Homework AsssignmentIndependent Auto Sales and Service (NEW)

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BUSN 258 Week 1 Homework Asssignment

Choose either the Independent Auto Sales and Service (IAS) case on page 16, or the Network Nutrition Distributors (NND) case on page 17. For


either case, answer all of the Strategy Planning Questions on page 17. Make sure that your writing is clear, understandable, and properly formatted and edited, including checking for proper spelling and grammar. Provide a cover page, reference page, and at least two accurate APA source citations for your answer. You may reference the textbook or other appropriate academic sources. These can be web-based sources, but do not use Wikipedia entries as part of your final submission.

1. If you were an owner or leader in this business, what could you do to help employees understand the value of excellent customer service?

2. Who are your external customers and what are their specific needs? (Describe at least three.)

3. Who are your internal customers and what are their specific needs? (Describe at least three.)

4. What are some starting points for developing the core competencies we discussed in your selected business? Be as specific as possible.


5. How could your business apply the ideas in this chapter to build customer loyalty? ==============================================

BUSN 258 Week 1 to 7 All DQs

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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

BUSN 258 Week 2 DQ 1 Engaging Your Customers

BUSN 258 Week 2 DQ 2 Listening To Your Customers

BUSN 258 Week 3 DQ 1 Talkng to Your Customers on Phone


BUSN 258 Week 3 DQ 2 Electronic and Internet Communication

BUSN 258 Week 4 DQ 2 Emerging Trends in Customer Service

BUSN 258 Week 4 DQ 1 Addressing Customer Turnoffs

BUSN 258 Week 5 DQ 2 Handling Customer Complaints BUSN 258 Week 5 DQ 1 Collecting Customer Feedback

BUSN 258 Week 6 DQ 2 Using Information to Exceed Customer Expectations BUSN 258 Week 7 DQ 2 Stress and Customer Service ==============================================

BUSN 258 Week 2 Assignment (Devry)

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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. ==============================================

BUSN 258 Week 2 DQ 1 Engaging Your Customers

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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. ==============================================

BUSN 258 Week 2 DQ 2 Listening To Your Customers


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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 ==============================================

BUSN 258 Week 2 You Decide (Devry)

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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. ==============================================

BUSN 258 Week 3 Case Study (Devry)


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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.


==============================================

BUSN 258 Week 3 Case Study McDuffie Dentistry

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BUSN 258 Week 3 Case Study McDuffie Dentistry ==============================================

BUSN 258 Week 3 DQ 1 Talkng to Your Customers on Phone

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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. ==============================================


BUSN 258 Week 3 DQ 2 Electronic and Internet Communication

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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. ==============================================

BUSN 258 Week 3 Homework AsssignmentIndependent Auto Sales and Service (NEW)

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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. ==============================================

BUSN 258 Week 4 Assignment (Devry)


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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. ==============================================

BUSN 258 Week 4 DQ 1 Addressing Customer Turnoffs

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Addressing Customer Turnoffs (graded) What causes customers to become dissatisfied and turned off? How can you prevent it? ==============================================

BUSN 258 Week 4 DQ 2 Emerging Trends in Customer Service

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Emerging Trends in Customer Service Choose one emerging trend in customer service and discuss how it is impacting the relationships between companies and customers ==============================================

BUSN 258 Week 4 Midterm - Set 1 (Devry)

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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:


Question : (TCO 3) A smile originates in the:

Question : (TCO 4) What percent of shopping decisions are made at the point of purchase?

Question : (TCO 1) A business will lose 10—30% of its customers in what time frame?

Question : (TCO 8) Behavior is:

9.Question : (TCO 6) Which of the following reasons is NOT a reason for not seeking clarification in a conversation?


10. Question : (TCO 7) Which of the following suggestions is NOT part of the minimum requirements for listening?

11. Question : (TCO 8) To end a call:

12. Question : (TCO 7) When it comes to listening versus speaking:

13. Question : (TCO 6) Changing channels does NOT stem from:

14. Question : (TCO 6) Calling yourself Mr. or Ms. may give the impression that you are:


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

16. Question : (TCO 13) Customers expect a page to load in less than:

17. Question : (TCO 13) Click-path refers to

18. Question : (TCO 6) The first step in handling an upset caller is to ________.

Page:

12

1.


Question : (TCO 1, 4) Define what the word "customer" means in the context of this chapter and discuss the two different kinds of customers that every business has.

2. Question : (TCO 7, 8) What are the three "I"s of eye communication, and how do you see each used in a typical face-toface sales encounter?

3. Question : (TCO 8) What is meant by appropriate dress and grooming for the workplace? ==============================================

BUSN 258 Week 4 Midterm - Set 2 (Devry)

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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, WalMart 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.

? ==============================================

BUSN 258 Week 5 Assignment (Devry)

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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? ==============================================

BUSN 258 Week 5 DQ 1 Collecting Customer Feedback

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Collecting Customer Feedback How can companies collect feedback from customers, and how much data should be collected? ==============================================

BUSN 258 Week 5 DQ 2 Handling Customer Complaints

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Handling Customer Complaints


How should you handle a dissatisfied customer? What about a customer with unreasonable complaints? ==============================================

BUSN 258 Week 5 You Decide (Devry)

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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. ==============================================

BUSN 258 Week 6 Case Study (Devry)

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BUSN 258 Week 6 Case Study LL Bean & AT&T ==============================================

BUSN 258 Week 6 Case Study Trader Joes and Time Warner Cable

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Companies with Good and Bad Service Trader Joe’s & Time Warner Cable ==============================================

BUSN 258 Week 6 DQ 2 Using Information to Exceed Customer Expectations

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DQ 2

Using Information to Exceed Customer Expectations (graded) Explain how providing accurate and timely information can be used to exceed customer expectations. ==============================================

BUSN 258 Week 6 Homework Asssignment Independent Auto Sales and Service (NEW)


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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 and continued in Week 3, answer the Strategy Planning Questions listed on page 177 at the end of Chapter 10. Answer all four 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.

Identify some core values of this organization as best as you can. What do they believe in (beyond organizational success or profitability)? How might their revealing these values to customers and employees create opportunities to exceed expectations? How can they translate core values into actions to produce A-plus value, thus strengthening relationships?

Do some creative thinking about possible ideas you could apply to create A-plus value using the seven areas described in this chapter. Describe at least three ideas for each:


Consider ways to get employees of your organization involved in generating A-plus value ideas. How would you do this? Be specific about the following: • What you would teach employees before soliciting their ideas? •

Who would be involved in idea-generating sessions?

How you would collect and process ideas (specifically)?

How often you would gather ideas?

• How people might be rewarded for participating in the process?

What would be necessary for your organization to engage in ongoing A-plus idea generation? How could this become part of the culture of the company? How could you get buy-in from participants and what should you do to avoid turning people off to the process. Be specific. ==============================================

BUSN 258 Week 7 Assignment (Devry)

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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? ==============================================

BUSN 258 Week 7 DQ 2 Stress and Customer Service

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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 ==============================================

BUSN 258 Week 7 You Decide (Devry)


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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. ==============================================

BUSN 258 Week 8 Final Exam 1 (Devry)

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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 longterm 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.

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BUSN 258 Week 8 Final Exam 2 (Devry)

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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 : (TCO 13) Interactivity between businesses and customers:

25. Question : (TCO 13) The fastest growing population in the U.S. today is:

Page: 12 1. Question : (TCO 1, 2) Evaluate the following statement. Your complaining customer is often your least valuable/most valuable customer. Back up your answer with concepts and examples.


2. Question : (TCO 4, 5) Discuss the impact of ignoring e-mails or delaying responses to e-mail from customers in a business setting.

24 of 25 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.

20 of 25 4. Question : (TCO 8, 9) Sometimes we walk into a store and we feel like we're the most important person in the world. Other times, we enter a business, and we might as well be invisible. What are some examples of companies that succeed and companies that fail in engaging their customers? What are your recommendations for improvement for places you do business?

5. Question :


(TCO 13) Explain the concept of personalized self-serve solutions and the role of Web content as it relates to a customer's individual needs.

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