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Parameters and guidelines for the term paper are as follows: • Select an organization, e.g., a corporation, company, firm or association (ideally, an organization which you have some interest in joining) for in-depth analysis of their sales and customer services. • The term paper should be at least 1,500 words with at least 3 scholarly references in addition to your eText for a minimum of 4 total references. Please keep in mind that the word count requirements point out the minimum amount of effort that should be put into the paper. Word count isn’t everything because quality of writing and research matters as well,butitisanindicationofthequantityofeffortputintotheassignment. Notethatword count does not include title, abstract, or reference pages. Not following this requirement will significantly impact the grade. • Use scholarly peer-reviewed references rather than websites. Scholarly references are generally more credible and make a more persuasive argument. Non-academic websites are not typically recommended for academic writing. While most of the information generally is correct, it is not always reliable because anyone can change the content, bias is often present, and it is not peer-reviewed. For example, it’s best not to use news websites, Wikipedia, investopedia.com, about.com, smallbusiness.chron.com, huffingtonpost.com, 17 MGT 2268 – Sales and Customer Service ehow.com, forbes.com, cnn.com, online encyclopedias, or similar non-academic websites. Articles in these types of websites are written by reporters or individuals who may or may not be experts in the field, and consequently may have incorrect or biased information. Instead, it adds much more credibility to use the class eText, other related textbooks, and peer-reviewed articles, i.e. scholars have analyzed and evaluated the content for accuracy, quality, and reliability. Be sure to use the university library to help you find these types of scholarly references. The library has a setting in database searches that allow you to search for peer-reviewed articles only. • It is acceptable to use a company website for research, say for example if you are researching Apple, it’s ok to use www.apple.com to describe their mission, strategy, financials, etc. • The Term Paper should be well organized and encompass the above subject and content guidelines, and an electronic copy of the project should be submitted via Turnitin. • PowerPoint: A 10-12 slide (not including title or reference slides) PowerPoint presentation is a required component of the research project. The PowerPoint should be focused on an audience of your choice that brings out the key points in your Term Paper. You may use the same ideas and wording as in the Term Paper. For example, you may choose to present to an audience of customer service representatives on how to improve their customer service techniques. Slides should not have more than 50 words of text and should focus on using pictures, media, large fonts, etc. to be visually appealing and make a persuasive case. You should include at least 50 words in the speaker notes for each slide with the exception of title and reference slides, which do not require speaker notes. Speaker notes are the words you would say to the audience for each respective slide and go below the actual slide where PowerPoint shows the phrase, “Click to add notes.” The PowerPoint requires at least 3 references, which should be in APA-format, i.e. properly formatted in-text citations and a reference slide at the end of the presentation. The term paper report structure is as follows: (This structure is only to help students to get started and think further in this direction. Students are free to adapt the structure of the research report as they desire.) 18 1. Introduction Background and Context: Discuss type of industry, products/services, existing channels, competition in the context of sales and customer service, and how organizational vision and strategies have influenced their sales and customer service management. 2. Analysis of Personal Selling & Sales Management Approach 3. Analysis of Customer Service & Customer Turn offs MGT 2268 – Sales and Customer Service 19 3.1 Analysis of Organizational Systems, Policies &Culture 3.2 Analysis of Individual Actions 4. Analysis of the Use of Data and Technology for Sales & Customer Service 5. Recommendations 6. Conclusion 7. References

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