Essentials of Marketing 7th Edition by Charles Lamb,Joe Hair,Carl McDaniel

Exercise 9

Have you ever waited forever to get a fast-food hamburger? Have you even been left to languish in a dressing room by a salesperson who left for a coffee break? If so, you already know that sales and customer service are integral parts of marketing. While you are working on this chapter, keep a journal of your personal sales and/or customer service experiences with local merchants. Don't ignore the details. Even such things as how crowded a store or restaurant is when you visit may affect your perceptions of the service you received.
Activities
1. Keep your journal for a week, recording all sales and service transactions, if possible, on the day they occur.
2. At the end of the week, examine your journal, and pick the most noteworthy entry. Provide the basic information about the transaction: company where it occurred, type of transaction (purchase, return, complaint, etc.), type of good or service involved, and so forth.
3. Once you have the outlined the situation, evaluate the experience. Use the information about selling in this chapter as support for your evaluation. For example, did the salesperson seem to treat the situation as an individual, discrete transaction, or did he or she seem interested in building a relationship?
4. Finally, make recommendations as to how the company can improve its sales and/or service. Suggestions should be logical and achievable (meaning you have to consider the cost of implementing your suggestion).