Sales And Customer Service
Sales And Customer Service
Sales And Customer Service
To continue the analysis of your Key Assignment, go on a shopping trip, and interview or observe a salesperson from your selected store for your brand, or speak with a vendor or sales representative of a service that you may need.
There are 2 parts to this exercise, as follows:
The salesperson’s attitude
Product promises
Part 1: The Salesperson’s Attitude (400–600 words)
Answer the following questions, and summarize what took place, behaviors that you observed, and other information that you gathered—without drawing any conclusions or making inferences:
Did the salesperson make a sales pitch? If so, what were some of the key highlights of it?
Describe the general attitude of the salesperson. (Was he or she pushy, aggressive, assertive, happy, engaging, talkative, etc.?)
Reflect on your reaction as the consumer.
How did the salesperson get your attention?
How did you respond to the initial greeting by the salesperson, and why?
Articulate how the information applies to the field of customer behavior, sales, and advertising.
Part 2: The Product Pitch and Promise (400–600 words)
Answer the following questions, and summarize what took place, behaviors that you observed, and other information that you gathered—without drawing any conclusions or making inferences:
What product or service did you ask about?
What promises did the salesperson make about the product or service?
What was the product guarantee?
What is the company’s stance on product returns?
What is the length of time the company will accept a returned product?
What is the exchange for the returned product (i.e., refund, store credit, etc.)?
Do you agree with the product guarantee and return policy? Why or why not?
Are you willing to risk buying the product based on the product guarantee and return policy? Why or why not?
Articulate how the information applies to the field of customer behavior, sales, and advertising.
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