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3. BUSN 258 Slingshot Academy / Tutorialrank.com Tutorialrank.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 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 BUSN 258 Entire Course (DEVRY) BUSN 258 Week 1 Assignment (DEVRY)

4. BUSN 258 Slingshot Academy / Tutorialrank.com Tutorialrank.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 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 1-7 All Discussion Questions (DEVRY) BUSN 258 Week 2 Assignment (DEVRY)

5. BUSN 258 Slingshot Academy / Tutorialrank.com Tutorialrank.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 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 BUSN 258 Week 2 You Decide (DEVRY) BUSN 258 Week 3 Case Study (DEVRY)

6. BUSN 258 Slingshot Academy / Tutorialrank.com Tutorialrank.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 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 BUSN 258 Week 4 Assignment (DEVRY) BUSN 258 Week 4 Midterm - Set 2 (DEVRY)

7. BUSN 258 Slingshot Academy / Tutorialrank.com Tutorialrank.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: 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 4 Midterm - Set 1 (DEVRY) BUSN 258 Week 5 Assignment (DEVRY)

8. BUSN 258 Slingshot Academy / Tutorialrank.com Tutorialrank.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. BUSN258 Week 6 Case Study LL Bean & AT&T BUSN 258 Week 5 You Decide (DEVRY) BUSN 258 Week 6 Case Study (DEVRY)

9. BUSN 258 Slingshot Academy / Tutorialrank.com Tutorialrank.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? 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. BUSN 258 Week 7 Assignment (DEVRY) BUSN 258 Week 7 You Decide (DEVRY)

10. BUSN 258 Slingshot Academy / Tutorialrank.com Tutorialrank.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: 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: BUSN 258 Week 8 Final Exam 1 (DEVRY) BUSN 258 Week 8 Final Exam 2 (DEVRY)

11. BUSN 258 Slingshot Academy / Tutorialrank.com For More Tutorials www.Tutorialrank.com