Maricopa Community Colleges  SBS214   19966-99999 
Official Course Description: MCCCD Approval: 10/24/95
SBS214 19966-99999 LEC 1 Credit(s) 1 Period(s)
Small Business Customer Relations
Developing and improving customer relations for the small business. Planning and delivering quality customer service. Includes topics on attitude of employees, customer perceptions and motivations, handling customer dissatisfaction, and developing customer, supplier, vendor, and distributor loyalty. Prerequisites: None.
Go to Competencies    Go to Outline
 
MCCCD Official Course Competencies:
 
SBS214   19966-99999 Small Business Customer Relations
1. Describe how customer perceptions of a business are formed and identify key strategies for improving customer perception. (I)
2. Describe methods to improve customer perceptions and attitudes toward a business. (II)
3. Identify four reasons why people buy. (III)
4. Determine strategies for dealing with dissatisfied customers in a business. (IV)
5. Create a plan for retaining customers and developing customer loyalty for your business. (V)
6. Identify key strategies for improving vendor and supplier relationships for your business. (VI)
Go to Description    Go to top of Competencies
 
MCCCD Official Course Outline:
 
SBS214   19966-99999 Small Business Customer Relations
    I. Developing/DealingWlth Customer Perceptlon
        A. Causes of Initial Impressions
        B. Improving Customer Perceptions
      II. Understanding/Changing Customer Attitudes
          A. Perception vs. Attitudes
          B. Communications
          C. Advertising's Role in Perception Building
          D. Selling Strategies for Customer Retention
        III. Customer Motivation
            A. Why Customers Buy
            B. Directing Customer Motivation
          IV. Dealing with Customer Dissatisfaction
              A. Sources of Dissatisfaction
              B. Varieties/Differences in Customer Personalities
              C. Techniques for Dealing with Dissatisfaction
            V. Developing Customer Loyalty
                A. Why Customers Return
                B. Techniques to Develop Loyalty
              VI. Building Vendor/Supplier Loyalty
                  A. Importance of Supplier/Vendor Loyalty
                  B. Strategies for BuiIding IoyaIty and Cooperation
                  C. Joint Project Ideas
              Go to Description    Go to top of Competencies    Go to top of Outline