u are a salesperson for the Sport Shoe Corporation. At the office, there is a le
ID: 353170 • Letter: U
Question
u are a salesperson for the Sport Shoe Corporation. At the office, there is a letter CASE 13.2Yo Soort Shoe marked urgent on your desk. This letter is from the athletic director of Ball State Corporation University, and it pertains to the poor quality of basketball shoes that you sold to him. The director cited several examples of split soles and poor overall quality as his main complaints. In closing, he mentioned that since the season was nearing, he would be forced to contact the ACME Sport Shoe Company if the situation could not be rectified. Question What actions would be appropriate for you? Why? a. Place a call to the athletic director assuring him of your commitment to ser- vice. Promise to be at Ball State at his convenience to rectify the problem. b. Go by the warehouse and take the athletic director a new shipment of shoes and apologize for the delay and poor quality of the merchandise. c. Write a letter to the athletic director assuring him that SSC sells only high- uality shoes and that this type of problem rarely occurs. Assure him you'll come to his office as soon as possible, but if he feels ACME would be a choice than Sport Shoe he should contact them. d. Don't worry about the letter because the athletic director seems to have the attitude that he can put pressure on you by threatening to switch companies. Also, the loss in sales of 20 to 40 pairs of basketball shoes will be a drop in the bucket compared to the valuable sales time you would waste on a small account like Ball State.Explanation / Answer
What action would be appropriate? Why?
Go to warehouse and take athletic director new shipment of shoes and apologize for delay and poor quality of merchandizing would be best option. This is because retaining customer confidence is biggest challenge in sales. Since sports season is nearing this is best option. One unhappy customer will spread bad feed back about product to many of his friends. This results in down rating of product and company in the market. Hence it is better to give him nice new pair of shoes and assure him of quality.
Option A, place a call to the athletic director assuring him of your commitment to service. Promising him to be at ball state at his convenience to rectify the problem would also be good option but since sports season is nearing director would not entertain this as it would take time to identify, rectify and manufacturer new batch of product.
Option C and D are not good choice as it would lead to loss of customer.
Mobile phones and email helps in marketing of products. They help in spreading band awareness among customers. Mobile phone can be used in tele marketing to customer. Here sales person can directly call customer and provide information about product. email marketing would be useful in selling product among tech savvy people.
Sales territory also helps in identifying which places were product are sold and potential area for expansion. It also helps in identifying poor sales geography where marketing activity needs to be concentrated.
All the 7 elements are related to one other. By knowing number of accounts in the territory one can decide number of sales call need to be done and time required for each sales call. Frequency of customer sales call also depends on number of accounts and time required for each sales call. Travel time around the territory depends on number of accounts in the territory and number of sales call made. Non selling time depends on frequency of customer sales call, if customer is happy there would be more sales call or vice versa. Return on investment is the function of all the above element.
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