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LAP-CR-001, Accentuate the Positive (Nature of Customer Relations) (Download) Customer Service
Price: $68.00
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MBA Research Item #: LAP-CR-001 -

Excellent customer service results in more than just “satisfied” customers. It goes to the next level—exceeding their needs and expectations! Help your students understand what positive customer relations are and how they can help their businesses to achieve them. LAPs are comprehensive instructional packages that include all elements of a performance-oriented lesson plan. This LAP includes a student handout (with CopyIT! permission) that includes information about customer relations, a (So...

LAP-CR-004, Set Your Mind to It (Customer-Service Mindset) (Download) Customer Service
Price: $68.00
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MBA Research Item #: LAP-CR-004 -

Do customers always deserve the very best? Successful businesses reach their goals by understanding the importance of a customer-service mindset. Teach your students how they can cultivate and demonstrate this beneficial attitude. LAPs are comprehensive instructional packages that include all elements of a performance-oriented lesson plan. Each LAP includes a student handout (with CopyIT! permission) that includes information about customer-service mindset, a (So What?) discussion of why it's...

LAP-CR-006, Share the Promise (Identifying Brand Promise) (Download) Product Management, Product Planning, Branding, Customer Relations
Price: $68.00
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MBA Research Item #: LAP-CR-006 -

Delivering a company’s brand promise requires focus and support from every employee. Teach your students about the power of brand promise and how they can help their businesses succeed in keeping it. LAPs are comprehensive instructional packages that include all elements of a performance-oriented lesson plan. Each LAP includes a student handout (with CopyIT! permission) that includes information about identifying brand promise, a (So What?) discussion of why it's important to learn, and a...

LAP-CR-009, Making Mad Glad (Handling Difficult Customers) (Download) Customer Service, Interpersonal Skills, LAP-CR-003
Price: $68.00
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MBA Research Item #: LAP-CR-009 -

Every salesperson will encounter a difficult customer at one time or another. They come in a variety of types, ranging from argumentative to impatient to dishonest. This LAP covers the entire range of difficult customer types and provides effective guidelines for dealing with each appropriately. LAPs are comprehensive instructional packages that include all elements of a performance-oriented lesson plan. Each LAP includes a student handout (with CopyIT! permission) that includes information...

LAP-CR-010, Righting Wrongs (Handling Customer Complaints) (Download) Customer Service
Price: $68.00
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MBA Research Item #: LAP-CR-010 -

Every business faces complaints from customers. It isn’t fun, but handling them correctly can benefit everyone involved. This LAP covers the reasons that customers complain as well as what employees should do to ensure positive outcomes. LAPs are comprehensive instructional packages that include all elements of a performance-oriented lesson plan. Each LAP includes a student handout (with CopyIT! permission) that includes information about handling customer complaints, a (So What?) discussion...

LAP-CR-016, Know When to Hold Em (Nature of Customer Relationship Management) (Download) LAP-CR-002
Price: $68.00
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MBA Research Item #: LAP-CR-016 -

Customer relationship management is more than just a type of software! It helps businesses identify valuable clients and tailor marketing strategies to generate more revenue and increase customer loyalty. Teach your students how businesses combine tech, strategies, processes, and people to develop and manage long-term relationships with customers. LAPs are comprehensive instructional packages that include all elements of a performance-oriented lesson plan. This LAP includes a student handout...

LAP-CR-017, Trust Is a Must (Ethics in Customer Relationship Management) (Download)
Price: $68.00
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MBA Research Item #: LAP-CR-017 -

Customer trust can make the difference between business success and failure. Teach your students about the importance of ethics in customer relationship management—why customer trust is important, how businesses can build it, and why it’s crucial to protect customers’ personal information.LAPs are comprehensive instructional packages that include all elements of a performance-oriented lesson plan. This LAP includes a student handout (with CopyIT! permission) that includes information about...

LAP-PM-001, Customer Service Supersized (The Role of Customer Service in Positioning/Image) (Download) Product Management, Product Planning, Branding
Price: $68.00
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MBA Research Item #: LAP-PM-001 -

Customer service can help a company stand out above the competition and make a lasting impression on customers. Clearly, it’s important for a business’s success! This LAP explains how to focus on customers, use technology, offer great internal service, and study the competition to provide customer service that helps a business thrive. LAPs are comprehensive instructional packages that include all elements of a performance-oriented lesson plan. This LAP includes a student handout (with CopyIT!...

LAP-PM-004, Promises, Promises (Warranties and Guarantees) (Download) Product Management, Product Planning, Branding, Customer Service
Price: $68.00
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MBA Research Item #: LAP-PM-004 -

In a teen’s world full of wireless smartphones, headphones, and laptops, warranties and guarantees are important. But what is guaranteed exactly? Do your students understand how warranties and guarantees benefit them and the businesses that provide them? Check out the LAP Promises, Promises (Warranties and Guarantees), with examples from Apple, Craftsman Tools, and Fairfield Inn & Suites, to help your students understand the basics of these agreements, how the law regulates them, and much...

LAP-SE-076, Go Beyond the Sale (Customer Service in Selling) (Download) LAP-SE-130
Price: $68.00
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MBA Research Item #: LAP-SE-076 -

Quality customer service is a lot more than just a department. In this informative LAP, students will learn what salespeople can do to go above and beyond while serving customers—increasing their sales and benefitting their business along the way! In the Gray Zone, students will examine the ethicality of a common sales practice—making false promises to a customer to close a sale. LAPs (Learning Activity Packages) are comprehensive instructional packages that include all elements of a...

LAP-SE-112, Typecasting (Addressing Needs of Individual Personalities) (Download) Selling
Price: $68.00
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MBA Research Item #: LAP-SE-112 -

Successful salespeople carefully identify each customer’s personality type and use the appropriate sales techniques to meet the customer’s needs and make the sale. Teach your students how to develop this important selling skill. LAPs are comprehensive instructional packages that include all elements of a performance-oriented lesson plan. Each LAP includes a student handout (with CopyIT! permission) that includes information about addressing needs of individual personalities, a (So What?)...

LAP-SE-114, Get Specific (Recommending Specific Products) (Download) Selling, LAP-SE-111
Price: $68.00
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MBA Research Item #: LAP-SE-114 -

Part of being a salesperson involves recommending specific products to customers based on their needs and wants. Sounds easy – but it can be more complicated than it seems! In this LAP, students will learn how to recommend products in various tricky situations, such as when the product that a customer requests is out of stock, or doesn’t suit his/her unique needs. In the Gray Zone, students will examine the ethicality of “trading up,” or recommending a product that is more expensive than...