BUSN 258 Course Career Path

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BUSN 258 Entire Course (Dev

ry)

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

BUSN 258 Week 1 Assignmen

t (Devry)

1. What major corporations that youve heard of seem to be doing

the best job of building customer loyalty? In what ways do they att
empt to build long-term relationships with customers?
2. How do ripple effects escalate the problem of the lost customer?

BUSN 258 Week 1-7 All Discu

ssion Questions (Devry)

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

BUSN 258 Week 2 Assignmen

t (Devry)

1.What are some factors (patterns of behavior) that project a comp

anys culture? List several examples from organizations you work i
n.
2.What are three major elements that complicate listening? Give cu
stomer-service related examples of each.

BUSN 258 Week 2 You Decide

(Devry)

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 12
5 words. Drop the report in the DropBox. Remember to run the sp
elling and grammar checker on your work before turning it in.

BUSN 258 Week 3 Case Study

(Devry)

1. Interview: After completing your assigned readings for this week

, interview someone who has a customer relations/customer servic
e role or responsibility where the person has organizational respo
nsibility and knowledge of the company s customer relations polic
ies. 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 se
cond choice lined up.

BUSN 258 Week 4 Assignmen

t (Devry)

1. Look back on your own experiences as a customer and identify s

ituations when little things have made a difference in your buying
decision. Think, for example, of places you have stopped doing bus
iness with. What little things pushed you out of the zone of indiffer
ence into the dissatisfied range? Be as specific as possible and rem
ember that often dissatisfaction comes from a series of truly small,
almost insignificant turnoffs.

BUSN 258 Week 4 Midterm Set 1 (Devry)

1.Question : (TCO 1) Excellent organizations are:

Question :(TCO 2) The Gallup organization studied the impact of cu
stomer ________ on long-term customer loyalty and profitability.
Question : (TCO 9) You can gain loyal online customers through a la
ck of competition if:
Question : (TCO 10) Customer dissatisfaction with a firm's phone ca
ll 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?

BUSN 258 Week 4 Midterm Set 2 (Devry)

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 "littl
e things" that seem to result in better customer service. How do th
e sales of these two companies compare?
4. Question : (TCO 10) Customer loyalty is NOT:
5. Question : (TCO 3) One of the main principles behind globalizatio
n and expansion across cultural and geographic boundaries is:

BUSN 258 Week 5 Assignmen

t (Devry)

1. How can organizations become more open to feedback? What ki

nds of employee training would help? What would you tell your em
ployees about feedback importance if you were the boss?
2. What are the three important steps needed to recover the poten
tially lost customer?

BUSN 258 Week 5 You Decide

(Devry)

Scenario Summary
You are a general manager with a service company. You are hearin
g comments from your sales group that customers are unhappy wi
th 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.

BUSN 258 Week 6 Case Study

(Devry)

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

BUSN 258 Week 7 Assignmen

t (Devry)

1.Which of the two general causes of stress,worker characteristics

and working conditions,is the most significant in your job? How ca
n you control or manage it?
2. How can a manager best set a strategy for improving customer l
oyalty? What steps make sense?

BUSN 258 Week 7 You Decide

(Devry)

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 diffi
cult. The sales person, Pat Lawson, broke down in the meeting. Pat
said the work was too much and the customers too demanding. W
here Pat used to be able to get all the work done in one a week, th
ere was now too much work. Your internal staff has noticed that Pa
t seems stressed. You wonder if customers are seeing the stress. P
at was ready to quit. Pat has been with your company for 15 years.

BUSN 258 Week 8 Final Exam

1 (Devry)
1.Question :(TCO 1) The best way to win customer loyalt
y 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 again
st larger ones if they offer:
4.Question :(TCO 4) Which of the following is NOT an ex
ample of something a company can do to enhance extri
nsic value?

BUSN 258 Week 8 Final Exam

2 (Devry)

1. Question : (TCO 1) The first step to reduce waiting time is to:

2. Question : (TCO 2) Communication turnoffs often occur when e
mployees 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 produ
ct fit:
6. Question : (TCO 4) If several people are asking the same questio
n, you have:

BUSN 258 Course Career Path

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