Developing Your Human Relations Skills Interpersonal Relations Case 14.1 prospec
ID: 3463272 • Letter: D
Question
Developing Your Human Relations Skills Interpersonal Relations Case 14.1 prospect smiled a little, despite a perplexed expression Pamela Pushes the "Wow" Experience Pamela is a sales representative at an automotive dealer ship in Fort Lauderdale, Florida, that sells American-made An older woman was pondering the purchase of a full-size sedan, but she expressed concern about whether her husband who used two canes could easily luxury automobiles and SUVs. The dealership also sells used vehicles of many makes and models. The manufac- turer the dealership represents has sponsored training pro get in and out of the back seat. Pamela said that if the grams for sales managers and sales representatives, with iwoman went home and brought her husband back the intent of making the customer experience more invit ing. The training includes providing a “wow" experience she would give him one hour of training on how enter and exit the vehicle, assisted by his canes. The customer prospect smi customer prospect smiled and said, "What a l to customers who enter the showroom offer. You are so sweet. I will be back this afternoon with Henry (her husband) The sales representatives were given some general guidelines on providing the "Wow" experience, or excep- tional service, that the vehicle purchaser or potential pur-A couple in business attire was looking warmly at a chaser will remember. Pamela represented her fellow sales reps when she asked the trainer to provide a list of about six routines that lead to a "Wow" experience for most cus tomers. The trainer emphasized that a "Wow" experience should be spontaneous and geared to the moment, rather than scripted in advance. The trainer also emphasized that what makes for a “Wow" experience is often in the eye of the beholder (based on the customer's perception) convertible and expressing interest in negotiatin price. The man said, "We like what we see, but we haven't had lunch. How late are you open evening? Or maybe we will come back tomorrow." Pamela took the initiative to say, "Stay put, folks. There is a Taco Bell right across the street. Tell me what you want from Taco Bell, and I will get the unch for you and bring it back. You can look over the beautiful convertible while you are waiting for me this Pamela said she understood the trainer's guidelines, and that she liked what she heard. During the next several weeks, Pamela delivered what she considered to be "Wow" xperiences as follows: orless than fifteen minutes." The woman said, hat's asking too much. We can come bacdk tonight." A young man in hip-hop-style clothing was carefully looking at an expensive model SUV and asked about the value of his trade-in and what the monthly Case Questions 1. What is your evaluation of the "Wow" experiences 2. ayments would be. To establish rapport with the that Pamela is providing? What suggestions might you offer Pamela about approach to customer service? likely customer, Pamela broke out into a rap song about the luxury model in question. The customerExplanation / Answer
1. The wow experiences that Pamela is trying to provide is by adding extra benefits to the customer to suit every need of them. The manner in which Pamela is providing her experiences are trying to be too desperate. In order to provide her wow experience, for example the business couple, she tried to over do by not allowing the customer their freedom and allowing for lunch. It is too much for a car sales company to present for lunch. Hence, for the old woman the experience was fine, but for this customer it ends ovr the limit.
2. In order to provide for appropriate wow experiences she has to mould it according to the customer. She has to identify the customer and then try and present an experience. She could make the experience comfortable for them, but not over comfortable. Example, if she starts singing a hip hop song for a car, it may seem weird for the person and they might look perplexed, just like in the example. Also, there is a chance that they might think that the representative is mocking them. Thus, Pamela should be making their experience during the sales comfortable, for example she could provide for tea or coffee and ask them if they want some refreshments so that they would feel happy. Also, she could be warm in her attitude with a smile and not oversmile. She should not appear to be over enthusiastic like in the case of the couple.
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