From your experience with retail returns, what are the goals of the negotiation from the perspective of each party? What are Sara’s goals and objectives in her role as a returns employee? What are the goals and objectives of the customers that she meets in the returns department? Why are they different?
Every interaction with a customer is an opportunity to provide excellent customer service and cement a relationship. In my experience, negotiations with returning retail items can be either a pleasant experience or very tedious depending on which side of the counter you standing. Sometimes big retailers spend less time helping customers with returns than they do selling them.
The goal of customer service is to bring customers back. …show more content…
The goals of the customer service representative and a consumer differ in that the representative is there to provide satisfaction and the customer is receive it. Customers look forward to the benefits of products they purchase. When the expectation is not up to standard, they seek out representative to rectify on behalf the establishment and do so in good faith.
From your perspective, how would you have handled the negotiation simulation presented above? Would you have a different approach? Offer a perspective on how you would handle the negotiations if you were the customer, as well as a perspective on how you would handle the negotiations if you were the customer service representative.
After reading the simulation, I would probably followed most of the steps that Sara had taken. Sometimes it doesn’t matter what you offer, or you do, there is always going to be that one customer who requires more than is necessary. In my opinion, as the representative, I would not have offered an apology due to a fault product. Any apologies would be due only to any inconveniences cause. But Alpha Electronics, cannot and should not apologize for a defective product which was manufactured by another company which more than like has warranty attached. Although Saradoes not have formal training in this area, she did a tremendous job in meeting the needs of this disgruntled customer. She provided great customer service without having to give aways everything.
Gina Blair represented a competitive-cooperative negotiation strategy which represented a middle ground, both combined in a style which was open minded but assertive. Gina had scheduled the telephone meeting between herself and Daniel Trent; therefore she had more knowledge about what was going to be discussed. As she had initiated the negotiation she had prepared well for the issues concerning her clients. She presented her negotiation in a logical structure, showing that she had prepared all the areas of concern which she intended to address. Her preparation allowed her to identify and prioritise her client’s concerns. She avoided small talk and was very direct, her approach was assertive and she projected confidence. She had a clear understanding of the issues which were of concern to her clients and had proposed
Identify the strengths and weaknesses of Fontaine's and Gaudin's negotiating strategy in their deliberations with Reliant Chemical Company. How effectively did Fontaine and Gaudin approach the negotiation?
This paper presents my reflections on the Negotiations: Strategy and practice coursework in the MBA program at Said Business School, University of Oxford. My paper will present various reflections on different themes of negotiation simulation undertaken by me during the course. This course has allowed investigating and reflecting on key drivers of negotiation techniques for me. I have learned that transparency and coalition are the core tenet of negotiation for me. For the purpose of this reflective exercise, I will conduct a comparative analysis of the process, dynamics and outcomes based on the themes such as negotiation styles, bargaining zones, power, emotion, coalitions, value claiming vs value creation etc. for the below-mentioned simulations:
What are the standards of selling a service or product so the customer will not get furious? If we tried out best but they are still unsatisfied, what kind of response should we give? In this case “July at the Multiplex”, the plaintiff, Tommy, was not satisfied with the service that was provided with Royal 16 Theater. He demanded the money that he paid be returned. The theater owner, Mr. Plex
The Situation: I am trying to sell my 1998 Volkswagen Jetta GL so that I can put a down payment on a new Subaru I have already agreed to buy. In fact, I am supposed to go and pick up the new Subaru tomorrow morning. If I am unable to sell my Jetta by tomorrow, I will have to borrow the money for my down payment at prime plus 5% interest. Needless to say, I would like to sell the Jetta today for no less than $4,700, which is what I need to put a down payment on the Subaru. If I am unable to sell to the party I am negotiating with, the Subaru dealer said he would buy it for $4,400, but I think I can get more than that.
Prepare responses to the questions below after viewing the Negotiation Strategy and Tactics Tutorial in this week's lecture. In drafting your answers to the questions, make sure that you apply course concepts in your answers.
Consequently, negotiation is a process that can be approached in many ways. No matter what strategy we choose, success lies in how well we prepared. The key to negotiating a beneficial outcome is the negotiators’ ability to consider all the elements of the situation carefully and to identify and think through the options. At the same time, negotiators must be able to keep events in perspective and be as fair and honest as circumstance allows. Because a common ground or interest has brought the parties to the negotiating table, a negotiator can benefit by trying to capitalize on this common
In any negotiation, preparation is crucial; and having a set, outlined process to follow when preparing helps mitigate a potential oversight of any significant issues within the negotiation. Following a set process also helps one stay on task and in-line with what the important issues and factors are in a negotiation. In Bargaining for Advantage, G. Richard Shell provides a well-structured framework to follow in planning for a negotiation. For this reason, I used Shell’s negotiation preparation framework to plan for the negotiation between Rapid Printing Company (Rapid) and Scott Computers, Inc (Scott).
Negotiation is the process of making amicable decisions between individuals or groups. In this assignment, I will discuss a negotiation that did not result in the best possible solution for all parties. This negotiation was related to my work experience where I was a realtor who was representing a buyer in negotiation of the property’s price, mortgage loan rate and terms. I am a real estate licensee and also a member of National Association of Realtors. I have been practicing my license for seven years now. Seven years of experiences in real estate industry
Both our approaches were directed towards addressing the issues with a collaborative spirit for the greatest benefit to both sides. We agreed that both sides wanted to establish a long term a relationship with each other and were willing to give genuine consideration to each other’s particular needs and interests. This experience has enabled me to reflect on my personal approach towards negotiation, as well as analyze my strengths and potential areas for improvement as a negotiator.
The negotiation simulation was a very informative and interesting assignment from beginning to end. The practical application was unlike anything else we’ve been required to complete thus far in our program. The ability to openly engage in a mock negotiation was very insightful, and allowed me to further develop an understanding of the intricate underworking’s of the personal interactions and preparations that define how the negotiation unfolds. I enjoyed the insight into the perspective of the union’s side of negotiation, as I typically assume a perspective from management when considering negotiations and their implications. This allowed me to understand the viewpoint and strategies accompanying the union’s side of the negotiation, which could prove invaluable to me in the future.