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2. BUSN 258 learning consultant / tutorialrank BUSN 258 Entire Course (DEVRY) BUSN 258 Week 1 Assignment (DEVRY) BUSN 258 Week 1-7 All Discussion Questions BUSN 258 Week 4 Midterm BUSN 258 Week 8 Final Exam BUSN258 Week 1 Assignment Week 1 DQ 1 - Customer Service – Impact Week 1 DQ 2 - Building Relationships Week 2 DQ 1 - Selling Week 2 DQ 2 - Listening

3. BUSN 258 learning consultant / tutorialrank BUSN 258 Week 1-7 All Discussion BUSN 258 Week 2 Assignment (DEVRY) Week 1 DQ 1 - Customer Service – Impact Week 1 DQ 2 - Building Relationships Week 2 DQ 1 - Selling Week 2 DQ 2 - Listening 1.What are some factors (patterns of behavior) that project a company’s culture? List several examples from organizations you work in.

4. BUSN 258 learning consultant / tutorialrank BUSN 258 Week 2 You DecideBUSN 258 Week 3 Case Study 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 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

5. BUSN 258 learning consultant / tutorialrank BUSN 258 Week 4 Assignment BUSN 258 Week 4 Midterm - Set 2 (DEVRY) 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 1. Question : (TCO 1) The letter L in the acronym LIFE stands for ________. 2. Question : (TCO 2) Customer loyalty is

6. BUSN 258 learning consultant / tutorialrank BUSN 258 Week 4 Midterm - Set 1 (DEVRY) BUSN 258 Week 5 Assignment (DEVRY) 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. 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?

7. BUSN 258 learning consultant / tutorialrank BUSN 258 Week 5 You Decide (DEVRY) BUSN 258 Week 6 Case Study (DEVRY) 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 BUSN258 Week 6 Case Study LL Bean & AT&T

8. BUSN 258 learning consultant / tutorialrank BUSN 258 Week 7 Assignment (DEVRY) BUSN 258 Week 7 You Decide (DEVRY) 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? 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

9. BUSN 258 learning consultant / tutorialrank BUSN 258 Week 8 Final Exam 1 (DEVRY) BUSN 258 Week 8 Final Exam 2 (DEVRY) 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: 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:

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