2. BUSN 258 Entire Course (Devry) FOR MORE CLASSES VISIT www.busn258papers.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 BUSN258 Week 2 You Decide BUSN258 Week 3 Case Study BUSN258 Week 4 Assignment BUSN258 Week 5 Assignment BUSN258 Week 5 You Decide

3. BUSN 258 Week 1 Assignment (Devry) FOR MORE CLASSES VISIT www.busn258papers.com 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?

4. BUSN 258 Week 1-7 All Discussion Questions (Devry) FOR MORE CLASSES VISIT www.busn258papers.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 Week 3 DQ 2 - The Web Week 4 DQ 1 - The Unreasonable Customer Week 4 DQ 2 - Trends Week 5 DQ 1 - Customer Feedback Week 5 DQ 2 - Customer Recovery

5. BUSN 258 Week 2 Assignment (Devry) FOR MORE CLASSES VISIT www.busn258papers.com 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.

6. BUSN 258 Week 2 You Decide (Devry) FOR MORE CLASSES VISIT www.busn258papers.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 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.

7. BUSN 258 Week 3 Case Study (Devry) FOR MORE CLASSES VISIT www.busn258papers.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 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.

8. BUSN 258 Week 4 Assignment (Devry) FOR MORE CLASSES VISIT www.busn258papers.com 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.

9. BUSN 258 Week 4 Midterm - Set 1 (Devry) FOR MORE CLASSES VISIT www.busn258papers.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: Question : (TCO 3) A smile originates in the:

10. BUSN 258 Week 4 Midterm - Set 2 (Devry) FOR MORE CLASSES VISIT www.busn258papers.com 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?

11. BUSN 258 Week 5 Assignment (Devry) FOR MORE CLASSES VISIT www.busn258papers.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?

12. BUSN 258 Week 5 You Decide (Devry) FOR MORE CLASSES VISIT www.busn258papers.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. 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.

13. BUSN 258 Week 6 Case Study (Devry) FOR MORE CLASSES VISIT www.busn258papers.com BUSN 258 Week 6 Case Study LL Bean & AT&T

14. BUSN 258 Week 7 Assignment (Devry) FOR MORE CLASSES VISIT www.busn258papers.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?

15. BUSN 258 Week 7 You Decide (Devry) FOR MORE CLASSES VISIT www.busn258papers.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, 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.

16. BUSN 258 Week 8 Final Exam 1 (Devry) FOR MORE CLASSES VISIT www.busn258papers.com 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?

17. BUSN 258 Week 8 Final Exam 2 (Devry) FOR MORE CLASSES VISIT www.busn258papers.com 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: