Sport Consumer Behaviour Marketing Strategies 2nd Edition Daniel C Funk , Kostas Alexandris, Heath McDonald - Solutions

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What are relationship-rating points and how do they impact an organization?
What are five customer-focused behaviors you can take to demonstrate respect for your customers?
What are some ways to exceed customer expectations?
Describe the difference between assertive and aggressive service.
What are some causes of conflict?
What are some strategies for salvaging a customer relationship following conflict?
What are the six steps of the problem-solving model?
According to AchieveGlobal, what four things do customers want service they receive to be?
What are the five phases of the service recovery process?
What are some of the things that businesses can do to prepare for disasters that interrupt operations?
What roles do service providers play in the service recovery process?
How can service providers better prepare to play an active role in the preparedness process?
Why do you think that service recovery efforts are often limited in small companies?Explain.
What could better prepare employees of small businesses to handle service breakdowns? Explain.
If you were an employee of a small business and a customer received the wrong product, what would you do to appease the customer? Explain.
What does the term diversity mean to you?
How does cultural diversity differ from other diversity factors?
In what ways might a customer’s values and beliefs influence your ability to deliver effective service to him or her?
How can better understanding the cultural differences of your customers potentially assist in enhancing the customer service you provide?
Does the man’s dress or the other employee’s comments make a difference in this situation? Explain why or why not.
What action should you take, if any? Why or why not?
Does the conversation that you had with your coworker have any bearing on the course of action you choose in this situation? Explain.
What are possible repercussions if you either act or decide not to act?
If the person were dressed differently, would you take a different course of action? Explain.
How can a customer’s personal values and beliefs impact a service situation?
On what are values based and how do they potentially impact a customer’s decisions?
How might the value of modesty be misinterpreted in a service situation?
How can someone’s differing expectation of privacy create challenges for a service provider who is very outgoing?
What is a good rule of thumb when addressing customers?
In what ways are elderly people viewed in various cultures?
In what ways might the value of building strong interpersonal relationships potentially affect your service delivery?
How do gender roles differ in various cultures, and what impact might that have on service delivery?
How do individualistic and collective cultures differ in their handling of conflict?
What potentially happens when monochronic and polychronic people find themselves engaged in business settings?
How would someone’s perception of property ownership potentially impact customer service?
What are some strategies that you might use to ensure effective communication with your customers who speak a primary language other than your own?
How have mobile and other technologies affected customer loyalty?
How can you better assist customers who have a hearing disability?
What is the most important thing to remember about trust related to customer loyalty?
What is customer loyalty?
What are some ways that you can better serve customers with vision impairments?
What are some typical strategies that can be used to gather customer information?
What are some strategies that you can use to build customer trust?
What should you remember to do when serving older customers?
How do recalls impact customer trust in an organization or industry?
Why is trust so important to the customer–provider relationship?
How should you approach and interact with customers who are younger than you?
What is meant by churn rate?
What does customer relationship management (CRM) involve?
What specific customer needs might employees of a small business have to meet? Explain.
Describe the five-step planning process model and why each step is important in delivering quality customer service.
What is the risk of an organization failing to demonstrate high ethical standards?
What is a code of ethics and what role does it play in building a stronger customer–provider relationship?
List some of the common qualities of service providers that affect customers.
How does the changing demographic environment impact the ability of small businesses to compete for customers? Explain.
How can exceeding customer expectations be beneficial to an organization?
What is a moment of truth with a customer?
Are there issues related to customer service and retention that small businesses face more than large ones? Explain.
What technology have you witnessed small business owners using to gain and retain customers?
What factors have you seen small businesses faced with in the past couple of years?
How well do small businesses deliver quality service and retain customers?
What are some techniques for making the customer feel that he or she is number one?
What are six common customer needs?
What are some of the provider characteristics that affect customer loyalty?
What is the most difficult aspect of customer retention in your mind? Explain.
If you worked for a small business, what do you think you would need to know in order to deliver appropriate service to a diverse customer base? Explain.
When a customer becomes dissatisfied, what can be done to appease him or her and retain that customer’s business?
What are some things that differentiate organizations and that can be accentuated to build customer retention and loyalty?
What are some of the things that positively impact customer loyalty in many organizations?
What obstacles exist to customer loyalty and how might they be removed?
What are some strategies that can be used to show customers that their business is valued?
What is telephone tag, and how can you avoid or reduce it?
How do personal problems or priorities sometimes affect customer service?
Do you believe that Aretha was justified in how she treated you? Explain.
What should you have done differently?
How well was this customer call handled? Explain.
What are some techniques for effectively providing service to older customers?
When helping customers who have a disability, how can you best help them?
What are some strategies that you might use to ensure effective communication with all types of customers?
What are values?
What are some innate qualities or characteristics that make people unique?
What cultural differences might be involved in this scenario?
What steps or process can you use to clarify understanding?
What seems to be happening here? Does Abeyola have any legitimate complaints? If so, what are they?
If you plan to follow up with Stu, will you do it in person or on the telephone and what will you say? Explain your logic.
Should you follow up with Stu? Why or why not?
Could you have done anything differently?
What were Stu’s needs in this case?
Based on information in this chapter, how have you done on providing service to Stu? Explain.
What open-ended questions did the service provider use to discover customer needs? What other questions could have been used?
How can you incorporate the improvements you have identified into a real customer service encounter?
Were any negative or unclear verbal or nonverbal messages communicated? If so, discuss.
How well was service provided?
Why do customers defect?
What are some strategies for preventing customer dissatisfaction?List them.
What does the term service breakdown mean?
introduce sport consumer buying and using behaviour
provide a microeconomic perspective for sport consumption
highlight biases that influence consumer decision-making
provide an overview for the study of sport consumer behaviour

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Sport Consumer Behaviour Marketing Strategies 2nd Edition Daniel C Funk , Kostas Alexandris, Heath McDonald - Solutions

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