Maricopa Community Colleges  SBS214   19896-19965 
Official Course Description: MCCCD Approval: 05/09/89
SBS214 19896-19965 LEC 1 Credit(s) 1 Period(s)
Small Business Customer Relations
Developing and improving customer relations for the small business. Topics address customer perceptions and attitudes, customer motivation, customer dissatisfaction, and developing customer loyalty. Prerequisites: None.
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MCCCD Official Course Competencies:
 
SBS214   19896-19965 Small Business Customer Relations
1. Describe how customer perception of a business is formed and identify key strategies for improving customer perception. (I)
2. Describe the role of effective communications in understanding and improving customer attitudes toward a business. (II)
3. Identify key reasons why people buy. (III)
4. Develop strategies for dealing with dissatisfied customers in your business. (IV)
5. Develop a system(s) for retaining customers and developing customer loyalty for your business. (V)
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MCCCD Official Course Outline:
 
SBS214   19896-19965 Small Business Customer Relations
    I. Devloping/Dealing With Customer Perception
        A. Causes of Intial Impressions
        B. Improving Customer Perception
      II. Understanding/Changing Customer Attitudes
          A. Perception vs. Attitudes
          B. Communications
          C. Advertising
          D. Selling
        III. Customer Motivation
            A. Why Customers Buy
            B. Motivating Customers in Desired Direction
          IV. Dealing With Customers Dissatisfaction
              A. Sources of Dissatisfaction
              B. Varieties/Differences in Customer Personality
              C. Techniques for Dealing With Dissatisfaction
            V. Developing Customer Loyalty
                A. Why Customers Return
                B. Techniques to Develop Loyalty
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