ACG3357- LIVE SESSION 4/21/21 - Module 4 - Deliverable Guidance ExplanationACG3357- LIVE SESSION 4/28/21 - Module 4 - Relevant Costing and Decision Making

1. The author argues that feedback can be seen as a form of ______________. a. complaining b. argument c. unwanted input d. coaching 2. Open communication occurs best when: a. people feel their opinions are valued. b. people feel they will be rewarded, or at least not punished, for their opinions. c. both a and b d. neither a nor b 3. Feedback is a form of: a. advertising. b. complaining. c. resolving concerns. d. coaching. 4. A business that is “reluctant compliant” will: a. comply with the rules of customer service. b. make a half-hearted effort at customer service. c. be reluctant to assist customers. d. require reluctant employees to comply with customer satisfaction measures. 5. What percent of customers whose complaints are dealt with report a willingness to do business with a company again? a. 35% b. 80% c. 70% d. 90% 6. The real issue when working with customer solutions is: a. not whether the customer is right. b. making sure the customer feels justified and helped. c. both a and b d. neither a nor b 7. The three-step process for acting on complaints does NOT include: a. restating the problem. b. feeling empathy. c. resolving the problem. d. offering something more to exceed expectations. 8. The average company loses ______ or more of its customers every year. a. 7% b. 20% c. 75% d. None of the above. 9. Customer recovery is best defined as: a. getting back customers who have defected to another business. b. the effort to satisfy unhappy customers to prevent their leaving. c. both a and b d. neither a nor b 10. Deciding that the customer is always right is: a. less effective than deciding to always solve the problem. b. the best way to keep customers loyal. c. difficult to do, but important. d. All of the above. 11. Positive language conveys more of what than negative language? a. Productive attitude b. Helpfulness c. Information d. All of the above. 12. A good strategy with an angry customer is to: a. let them blow off steam until they calm down. b. remember that they are no longer rational. c. be supportive once they start listening. d. All of the above. 13. The letter “E” in the LIFE acronym stands for: a. excellence (in service). b. exceptional value. c. essence of value. d. expectations. 14. Which of the following examples is NOT an example of something a company can do to enhance extrinsic value? a. Multiple varieties b. Packaging c. Guarantees d. Add-ons 15. Customers will perceive long-term warranties as: a. an unnecessary expense. b. a method used by the company to gouge the customer. c. extremely valuable. d. of higher value than short-term warranties. 16. To enhance value through goodness of product fit: a. make sure you have responded to customer comments and altered your product or service accordingly. b. think of customers as individuals, not demographic groups. c. back up your product with a clear warranty so your customer will feel comfortable being able to fix a poor fit. d. think of ways to allow customers to customize your product or service. 17. Industrial intimacy: a. means allowing customers to select from menus of product characteristics. b. comes from better understanding of the specific needs and wants of customers. c. comes from focusing on what is important to the customer. d. All of the above. 18. Customers of online stores have come to expect e-tailers to send immediate email acknowledgments showing: a. status of the order. b. shipping dates. c. costs. d. All of the above. 19. Communication efficiency is a ratio of the costs of: a. communicating relative to the number of people reached by the message. b. a communication medium relative to the credibility of that medium with the target audience. c. both a and b d. neither a nor b 20. Communication effectiveness is NOT best achieved when the message is: a. received by the intended people. b. efficient. c. remembered. d. used. 21. The best companies to work for: a. typically use multi-faceted employee training. b. allow employees to train themselves using on-the-job training. c. treat employees as hired hands. d. None of the above. 22. Clear business communication doesn’t mean: a. avoiding jargon. b. being abrupt. c. avoid using stock numbers or abbreviations. d. All of the above. 23. Which of the following failings is NOT a hindrance to clear communication? a. failure to express appreciation b. failure to offer an alternative solution c. failure to provide a reasonable explanation d. failure to get to the point 24. The concept of bringing customers together to share or disseminate information is: a. old fashioned. b. inconvenient for customers. c. a user group. d. an unwelcome intrusion from a customer’s point of view.M 25. Critical actions in e-commerce include: a. making customer support easily accessible. b. honoring the customer feedback loop. c. neither a nor b d. both a and b

1The Sale of Goods Act imposes terms relating to goods matching samples or descriptions, and meeting standards of fitness, quality and title. Explain the nature of these implied terms and their effect on the parties. Indicate which terms are conditions and which are warranties. Explain the significance of the distinction.2.Distinguish among a derivative action, dissent and oppression.Explain when it would be appropriate to use each of them.3.What is meant by a restrictive covenant?Under what circumstances will such a covenant be binding on subsequent landowners?How does this relate to a building scheme?4.Distinguish among an employee, an independent contractor and an agent.5.Set out the nature of the duties owed by a director of a corporation.To whom are these duties owed?Who else in the corporate organization owes similar duties?6.What factors will a court take into consideration when determining compensation in a wrongful dismissal action?Indicate the various types of remedies that may be available to the plaintiff.7.Distinguish between an agent’s actual, implied, and apparent authority.Explain why this distinction can be important from the agent’s point of view.8.Contrast a tenancy in common with a joint tenancy, and indicate how one can be changed to another.Why is the distinction important?9.List the concerns for employers arising from computer misuse by employees in the workplace.What steps can employers take to minimize the risk of vicarious liability?10.Discuss the bankruptcy and insolvency process from the point of view of the creditor, indicating how that creditor’s interests are or are not protected. Case Discussion Questions Respond to the specific questions asked below and ensure that you include in your responses, discussion of the elements in the grading rubric. Case 1 Doug and Bill Tremblett were brothers and, at least in the early stages, owned a fishing boat together.The brothers worked together in the fishing operation from 1989 to 2004 using a crab license that Bill had acquired through a swap and that was held in his own name.The crab fishing license was the primary asset of the business and the main subject matter of the dispute.After the brothers stopped working together Bill continued on with the fishing enterprise, relying on the crab license he had obtained. Explain any claim Doug might have against Bill in this situation.Would it affect your answer if Bill did more than Doug?If the value of the license was over $800,000 at the time they stopped fishing together, what would Doug be entitled to if successful given the trial took place in 2012? Case 2 Adams was involved in a direct mailing scheme centered in Ontario and aimed at subjects in the United States.These direct mailings contained false and misleading representations contrary to section 52(1) of the Competition Act.He was charged under that section in the action. Explain any arguments that he might be able to raise in his defense.Does it make any difference where his potential victims reside?If this prosecution were unsuccessful under the Competition Act, is there any other legislation that can be used against him? Case 3 The City of Kitchener passed a new statute in its Property Standards By-Law prohibiting the distribution of light that disturbed adjacent inhabitants or trespassed on their property.An order to desist such light distribution was issued to 48965 Ontario Ltd.They disputed the order, claiming that the bylaw was too vague and retrospective. What do you think?Was it being applied retrospectively?Can such a by-law regulating the distribution of light be clear, or is it necessarily vague? Case 4 The corporation defendant consented to a judgement against it.The issue was whether its owner/director, Smith, was personally liable.The defendant corporation provided cabinets for Smith’s personal residence.The transaction was with the defendant corporation.The house went into foreclosure but the corporation was owed $250,000.Smith did not give any personal guarantee; he owed $250,000 to the defendant corporation for the cabinets. Is this a case in which the Courts would “lift the corporate veil”?Why or why not? Case 5 Smith was an inventor who had patented and produced a tool containing bearings that could better handle the download in well-drilling operation.A corporation manufactured an identical product and Smith sued the corporation for patent infringement. Explain the appropriate remedies available to Smith.How would if affect your answer to know that Smith manufactured a tool sold to the industry that contained the bearing at the time the patent was applied for?Note as well that the corporation also claimed that the development of the bearings was an obvious development to anyone in the industry.