1. BUSN 258 AID Peer Educator/ busn258aid.com FOR MORE CLASSES VISIT www.busn258aid.com

2. BUSN 258 Entire Course (Devry) FOR MORE CLASSES VISIT www.busn258aid.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

3. BUSN 258 Week 1 Assignment (Devry) FOR MORE CLASSES VISIT www.busn258aid.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.busn258aid.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

5. BUSN 258 Week 2 Assignment (Devry) FOR MORE CLASSES VISIT www.busn258aid.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.busn258aid.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.busn258aid.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.

8. BUSN 258 Week 4 Assignment (Devry) FOR MORE CLASSES VISIT www.busn258aid.com 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.

9. BUSN 258 Week 4 Midterm - Set 2 (Devry) FOR MORE CLASSES VISIT www.busn258aid.com 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?

10. BUSN 258 Week 4 Midterm - Set 1 (Devry) FOR MORE CLASSES VISIT www.busn258aid.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:

11. BUSN 258 Week 5 Assignment (Devry) FOR MORE CLASSES VISIT www.busn258aid.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.busn258aid.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.busn258aid.com BUSN 258 Week 6 Case Study LL Bean & AT&T

14. BUSN 258 Week 7 Assignment (Devry) FOR MORE CLASSES VISIT www.busn258aid.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.busn258aid.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.

16. BUSN 258 Week 8 Final Exam 1 (Devry) FOR MORE CLASSES VISIT www.busn258aid.com 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:

17. BUSN 258 Week 8 Final Exam 2 (Devry) FOR MORE CLASSES VISIT www.busn258aid.com 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:

18. BUSN 258 AID Peer Educator/ busn258aid.com FOR MORE CLASSES VISIT www.busn258aid.com