Consumer Behavior 8th Edition Wayne Hoyer - Solutions

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What role do you think management decisions to improve services since its inception have played in impacting customer service from Costco? Explain.
What positive aspects about the company do you think help contribute to its worldwide success and reputation?Explain.
Would you like to work for a company like Costco? Why or why not?
As a customer service professional, what are some things you can do to project a positive image to the customer?
What element(s) of the interpersonal communication model do you believe are the most important in a customer service environment? Explain.
What are some strategies to use to avoid words or phrases that will negatively affect your relationship with your customer?
What are some of the tips outlined in this chapter for ensuring effective customer interactions?
What is feedback?
Give some examples of nonverbal feedback and explain how they complement the verbal message and how they can affect customer interactions.
Since you do not have a relationship with Sylvia, what will you do to get off to a solid start during your visit?
How should you approach Sylvia verbally and nonverbally?
What strategies among the ones discussed in this chapter can you use to find out where you and LKM stand in Sylvia’s mind?
What might you propose to Sylvia to try to change her mind if she indicates that she is planning to move the account?
What did you do right in this situation?
What could you have done differently?
Do you believe that Mrs. Wyatt was justified in her perception of the situation? Explain.
Could Mrs. Wyatt have misinterpreted your nonverbal messages?Explain.
How should you handle similar instances in the future?
What are six categories of nonverbal cues?
What are some examples of inappropriate workplace attire?
What four spatial distances are observed in Western cultures, and for which people or situations is each typically reserved?
What are some of the miscellaneous nonverbal cues that can affect your effectiveness in a customer environment?
List four strategies for improving nonverbal communication.
Do you think that Mr. Boyle should take Regal’s past performance record into consideration? Why or why not?
What listening skills addressed in this chapter should you use in this situation? Why?
What can you possibly do or say that might resolve this situation positively?
Based on the information provided, how would you have reacted in this situation if you were Mr. Boyle? Why?
If you were Mr. Boyle, what could Regal say to convince you to continue to do business with the company?
What phases make up the active listening process?
List 13 characteristics of effective listeners.
What is an important reason for practicing good listening skills in a customer service environment?
What techniques or strategies can you use to improve your listening skills?
How is the outcome of customer service encounters improved by using a variety of questions?
What primary behavioral style is Mrs. Sakuro exhibiting? What specific strategies should you use to address her behavior?
From the behavioral style information in this chapter and other subjects discussed in this book, what do you think is causing the complaints being made?
Are the complaints valid? If so, why?
What can you do at this point to solve the problem?
What system changes would you suggest for Child’s Play?Why?
What are behavioral styles?
What are the four behavioral style categories discussed in this chapter?
When communicating with someone who has an “I” preference, what can you do to improve your effectiveness?
When communicating with someone who has a “D” preference, what can you do to improve your effectiveness?
What are some typical things that customers want?
What separates average organizations from excellent ones?
What are some of the tools used by organizations to measure their service culture?
What questions should you ask yourself about your role as a service provider?
If you were a customer, what kind of service would you expect to receive at United Booksellers? Why?
When communicating with someone who has an “E” preference, what can you do to improve your effectiveness?
If you were an employee, in what ways would you feel that you could contribute to the organizational culture?
Are there indicators of United Booksellers’ service culture?If so, what are they?
If a customer asks for a service that PackAll does not provide, how will you handle the situation? Exactly what will you say?
As a new employee, what general questions about the organization and handling of customers should you ask your supervisor?
After reading through this chapter, are there other skills and knowledge that you might need to acquire to perform required duties in this organization? How will you go about reducing those deficits?
What interpersonal skills do you currently have that will allow you to be successful in your new position?
Search www.YouTube.com for the following topic and be prepared to discuss at least three things that you learned.Trends in customer service (insert the current year)
Search Ted Talks for videos on customer service topics discussed in this chapter. Here is a starting point—https://binged.it/2gs2Z10.
For additional articles and information on the customer service profession and job of CSRs, visit the author’s Customer Service Skills Blog www.customerserviceskillsbook.com to search “Customer Service Representatives” and related topics addressed in this chapter. Also, search www.youtube.com
To learn more about the history, background, and components of customer service occupations, select one of the topics below, log on to the Internet, and gather additional research data. One valuable site is the U.S. Department of Labor at http://stats.bls.gov. You can also type in the
Why are many organizations changing to learning organizations?
What are the six key components of a service environment and how does each directly impact customer loyalty and satisfaction?
When organizations select a delivery method for products or services, where do they get information on the best approach to take?
What two factors related to an organization’s products or services can lead to customer satisfaction or dissatisfaction?
What role does the human resources element of the service environment play in customer satisfaction?
Describe the impact of a company’s culture on its success in a customer-focused business environment. Discuss why each is important.
What have been some of the causes of the changing business environment in recent decades?
What are some of the factors that have facilitated the shift to a service economy?
Describe some of the earliest forms of customer service.
What is service?
▸▸ 1-1 Explain the components that make up the definition of consumer behavior.
▸▸ 1-2 Identify the four domains of consumer behavior that affect acquisition, usage, and disposition decisions.
▸▸ 1-3 Discuss the benefits of studying consumer behavior.
▸▸ 1-4 Explain how companies apply consumer behavior concepts when making marketing decisions.
1. How is consumer behavior defined?
2. What is an offering?
5. How is marketing defined?
8. How can you benefit from studying consumer behavior?
▸▸ 2-1 Discuss how consumer motivation affects high-effort information processing, high-effort behavior, and high-effort decision-making.
▸▸ 2-2 List the four types of influences that determine the consumer’s motivation to process information, make a decision, or take an action.
▸▸ 2-3 Explain factors that affect the individual’s ability to engage in consumer behaviors.
▸▸ 2-4 Identify the three main types of influences on the consumer’s opportunity to process information and acquire, consume, or dispose of products.
2. How is motivation defined?
3. What are some objects of involvement for consumers?
5. What are some examples of functional, hedonic, and symbolic needs?
6. What types of goals do consumers have?
10. What are six types of perceived risk, and how does perceived risk affect personal relevance?
11. What five types of resources affect ability to process information and make decisions?
▸▸ 3-1 Describe how marketers can enhance consumers’ exposure to their brands.
▸▸ 3-2 Describe how marketers can try to attract and sustain consumers’ attention.
▸▸ 3-3 Describe the major senses that are part of perception.
▸▸ 3-4 Outline how marketing-mix elements can affect consumers’ inferences about products and brands.
1. Why is exposure so important to marketers?
2. What is attention, and what can marketers do to enhance consumers’ attention to marketing stimuli?
3. What is perception, and how can sensory perceptions influence consumer behavior?
5. What are the differences between objective and subjective comprehension?
6. What are some ways that companies can use price, brand names, product features, and packaging to affect consumer inferences?
▸▸ 4-1 Explain the difference and importance of two aspects of prior knowledge:knowledge content and knowledge structure.
▸▸ 4-2 Identify factors that enhance the likelihood that information will be stored in long-term memory.
▸▸ 4-3 Explain what marketers can do to increase the likelihood that information will be retrieved from memory.
6. How do high- (abstract) and low-level (concrete)associations differ, and what does this mean for knowledge structure?
9. Which three elements affect retrieval failures?

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Consumer Behavior 8th Edition Wayne Hoyer - Solutions

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