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OSU BA 495 - LECTURE NOTES

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November 5th1. Which of the following is true2. Which of the following is Not true about the Rack3. Repeating what the customer said in your own words to show her ‘you understand her needs’ is which step for Estee Lauder?4. In the short video we watched, what was the customer complaint?5. Who went on strike today?Top Ten responses to the strike: Late Night with David LettermanNovember 5November 5thth1. Which of the following is true1. Which of the following is truea.a.Nordstrom usually hires Nordstrom usually hires college graduates as part of an college graduates as part of an accelerated management trackaccelerated management trackb.b.Target has a very liberal return Target has a very liberal return policypolicyc.c.Target sales-people are paid Target sales-people are paid on commission making them on commission making them very attentive to customersvery attentive to customersd.d.For Target the check out-line For Target the check out-line is usually the only time it can is usually the only time it can interact with its customersinteract with its customers2. Which of the following is Not true 2. Which of the following is Not true about the Rackabout the Racka.a.The Rack is probably the The Rack is probably the Cadillac of off-price Cadillac of off-price retailersretailersb.b.80% of Rack merchandize 80% of Rack merchandize are items that couldn’t be are items that couldn’t be sold at the full-line storessold at the full-line storesc.c.It takes about 3 months to It takes about 3 months to open a Rack (1 year and a open a Rack (1 year and a half for full-line)half for full-line)d.d.All of these are trueAll of these are true3. Repeating what the customer said in your 3. Repeating what the customer said in your own words to show her ‘you understand her own words to show her ‘you understand her needs’ is which step for Estee Lauder?needs’ is which step for Estee Lauder?a.a.Build a rapportBuild a rapportb.b.Link & BridgeLink & Bridgec.c.Lay a foundationLay a foundationd.d.Lead by the noseLead by the nosee.e.Don’t give upDon’t give up4. In the short video we watched, 4. In the short video we watched, what was the customer what was the customer complaint?complaint?a.a.The parrot was deadThe parrot was deadb.b.Dry cleaning did NOT Dry cleaning did NOT remove the stainremove the stainc.c.The brake job was The brake job was unnecessary unnecessary d.d.He was charged the He was charged the wrong price wrong price5. Who went on strike today?5. Who went on strike today?a.a.Writers Guild of AmericaWriters Guild of AmericaTop Ten responses to the strike: Late Top Ten responses to the strike: Late Night with David LettermanNight with David Letterman10. Show I love Lucy re-runs10. Show I love Lucy re-runs9. Hire out of work actors to write for the show9. Hire out of work actors to write for the show8. Pay the writers more8. Pay the writers


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