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(A) Contact my billing department and have them correct the invoice prior to sending it. (B) Keep quiet, but if the customer questions the price, then inform the customer that billing made an error and that I will have them send out an invoice that includes the quantity discount. (C) Take my increased commission and treat myself to a nice dinner out since I deserve it; if the customer questions the price, tell the customer that quan- tity discounts only take effect after a customer has been buying from our company for at least nine months, so they will be eligible for a quantity discount very soon.

(A) Contact my billing department and have them correct the invoice prior to sending it. (B) Keep quiet, but if the customer questions the price, then inform the customer that billing made an error and that I will have them send out an invoice that includes the quantity discount. (C) Take my increased commission and treat myself to a nice dinner out since I deserve it; if the customer questions the price, tell the customer that quan- tity discounts only take effect after a customer has been buying from our company for at least nine months, so they will be eligible for a quantity discount very soon.

Principles Of Marketing
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
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Read the scenario and then, using the table (if you prefer) , tell us the pros and cons for each of the options (A,B,&C) from both the customer and salesperson's perspective while considering the circumstances.

  Pros - Customer & Salesperson Perspective  Cons - Customer & Salesperson Perspective 
option A

Customer:

Salesperson:

Customer:

Salesperson:
Option B

Customer:

Salesperson:

Customer:

Salesperson:
Option C

Customer:

Salesperson:

Customer:

Salesperson:
hopect - uery - entuton- Oe PowerPoint File Edit View Insert Format Arrange Tools Slide Show Window Help 78% G2 Tue Jul 13 9:08 AM AutoSave 2 Sell6_Ingram_Ch09 (3) OFF Home Insert Draw Design Transitions Animations Slide Show Review View Tell me Share Comments Layout v 三|三v| Shapes -- Reset Paste BIUab x AV Convert to Picture Sensitivity Design Ideas New X, v Aa v v A v A Тext Boх Arrange Quick Slide Section v SmartArt Styles and extranets • Intranet: Organization's computer network that offers password-controlled access to people within and outside the organization Extranet: Computer network created by an organization for use by its customers or suppliers -Linked to the organization's internal systems, informational databases, and intranet LO 3 C C sstle Ethical Dilemma 6. Customer Contact Management Tools (continued) • Customer relationship management (CRM) system • Links buyers and sellers into a rich communication network to establish and reinforce long-term, profitable relationships Helps salespeople to build and integrate multiple forms of customer information • Can be synced to social media to pull customer information Jordan Bell is a sales representative for a manufac- turer of windshield wipers that calls on automotive supply shops and various retail outlets. In review- ing an invoice scheduled to be submitted to one of his newest customers, he noticed a pricing error. The price should have included a quantity discount. Jordan recalls mentioning the opportunity for earning quantity discounts to this customer when taking the commission on this order. Given that this customer was relatively new, there was some question as to Dev e e pl whether the customer would even realize he was not LU 10 Exhibit 9.3 Relationship-Enhancement Activities receiving a quantity discount. If you were Jordan, what would you do? (A) Contact my billing department and have them correct the invoice prior to sending it. (B) Keep quiet, but if the customer questions the price, then inform the customer that billing made an error and that I will have them send out an invoice that includes the quantity discount. (C) Take my increased commission and treat myself to a nice dinner out since I deserve it; if the customer questions the price, tell the customer that quan- tity discounts only take effect after a customer has been buying from our company for at least nine months, so they will be eligible for a quantity Partnership-Enhancement Activities Salesperson Responsibility Provide useful information • Relevant • High quality • Track orders • Inform on delays • Help with instalation • Train even when contract does not call for it Expedite orders/monitor installation Train customer personnel • Go over all orders • Correct problem before customer recognizes it Correct bilin errors • Set up a regular call schedule • Let customer know you will be back • Preferably prevent the need to complain • Ask customer how he or she wants complaint Remember the customer after the sale Resolve complaints resolved C aCe ing ay a indua pdp y customer's seg mothing to anyone first order LU 11 See nothing Figure 9.2 Traditional versus Relational Sales hear nothing 發 Process several Tu Sales Proces months ago, Tran tased Sales hes but recalls trhanng Ctne elo -femenber thecatoneher the ue td onden ando altaton not much tomernple was made Mapaas ouomar Develep of it since at that time this customer had no intent to place a large order. If Jordan were to obtain this higher price, he would realize a significantly larger 12 Ethical Dilemma discount very soon. Jorden Bel isa sales represetave for amanufac tuer of windshieldwipersthat call on automotve comrission on this onder. Given that this oustomes whether the cuntomer would even realige he wag rot Ieceieing a gastky discaune, vou were jdan what would you da supply sheps and various retailoutlets. In review ing an ineoice scheduled to be submitted to one of his newest customes, henaticeda pricingeor The price shoul have incuded aquanity dscou Jandan necals mentioning the opportunity for eaming quantity discounts te this customer when taking the curtomer frat order A Contactny biling departmene and have them conect the ivoice prior to serdingit 08) Keep quiet, but ifthe oustomer questions the price, then inform the custorer that biing ade an emar and thatwihave them send out an ingice that incudes the quantity discount CI Take my ingreased commissien and treat elf several month butrecalls enice dinner eu sincel deserve itthe customer questions the price, tel the cutome thut auan- tity discounts oly take effect ater a cutomer not much was made ofit since at hat time this cstomer had seintert to place alarge order. If Jordan wnere to obtan this higher price, he would realoe a sgnificantlylarger has been buying fom our company for at least nine montsse they wi be eligible for a guurtity discount very saen Copyright ©2020 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. SELL6 | CH9 12 C C id p LU 13 Procedure for Handling Complaints Slide 12 of 19 English (United States) E Notes Comments + 112% 315 JUL étv N A 13 W 280 Aleoks/Shutterstock.com ::
Transcribed Image Text:hopect - uery - entuton- Oe PowerPoint File Edit View Insert Format Arrange Tools Slide Show Window Help 78% G2 Tue Jul 13 9:08 AM AutoSave 2 Sell6_Ingram_Ch09 (3) OFF Home Insert Draw Design Transitions Animations Slide Show Review View Tell me Share Comments Layout v 三|三v| Shapes -- Reset Paste BIUab x AV Convert to Picture Sensitivity Design Ideas New X, v Aa v v A v A Тext Boх Arrange Quick Slide Section v SmartArt Styles and extranets • Intranet: Organization's computer network that offers password-controlled access to people within and outside the organization Extranet: Computer network created by an organization for use by its customers or suppliers -Linked to the organization's internal systems, informational databases, and intranet LO 3 C C sstle Ethical Dilemma 6. Customer Contact Management Tools (continued) • Customer relationship management (CRM) system • Links buyers and sellers into a rich communication network to establish and reinforce long-term, profitable relationships Helps salespeople to build and integrate multiple forms of customer information • Can be synced to social media to pull customer information Jordan Bell is a sales representative for a manufac- turer of windshield wipers that calls on automotive supply shops and various retail outlets. In review- ing an invoice scheduled to be submitted to one of his newest customers, he noticed a pricing error. The price should have included a quantity discount. Jordan recalls mentioning the opportunity for earning quantity discounts to this customer when taking the commission on this order. Given that this customer was relatively new, there was some question as to Dev e e pl whether the customer would even realize he was not LU 10 Exhibit 9.3 Relationship-Enhancement Activities receiving a quantity discount. If you were Jordan, what would you do? (A) Contact my billing department and have them correct the invoice prior to sending it. (B) Keep quiet, but if the customer questions the price, then inform the customer that billing made an error and that I will have them send out an invoice that includes the quantity discount. (C) Take my increased commission and treat myself to a nice dinner out since I deserve it; if the customer questions the price, tell the customer that quan- tity discounts only take effect after a customer has been buying from our company for at least nine months, so they will be eligible for a quantity Partnership-Enhancement Activities Salesperson Responsibility Provide useful information • Relevant • High quality • Track orders • Inform on delays • Help with instalation • Train even when contract does not call for it Expedite orders/monitor installation Train customer personnel • Go over all orders • Correct problem before customer recognizes it Correct bilin errors • Set up a regular call schedule • Let customer know you will be back • Preferably prevent the need to complain • Ask customer how he or she wants complaint Remember the customer after the sale Resolve complaints resolved C aCe ing ay a indua pdp y customer's seg mothing to anyone first order LU 11 See nothing Figure 9.2 Traditional versus Relational Sales hear nothing 發 Process several Tu Sales Proces months ago, Tran tased Sales hes but recalls trhanng Ctne elo -femenber thecatoneher the ue td onden ando altaton not much tomernple was made Mapaas ouomar Develep of it since at that time this customer had no intent to place a large order. If Jordan were to obtain this higher price, he would realize a significantly larger 12 Ethical Dilemma discount very soon. Jorden Bel isa sales represetave for amanufac tuer of windshieldwipersthat call on automotve comrission on this onder. Given that this oustomes whether the cuntomer would even realige he wag rot Ieceieing a gastky discaune, vou were jdan what would you da supply sheps and various retailoutlets. In review ing an ineoice scheduled to be submitted to one of his newest customes, henaticeda pricingeor The price shoul have incuded aquanity dscou Jandan necals mentioning the opportunity for eaming quantity discounts te this customer when taking the curtomer frat order A Contactny biling departmene and have them conect the ivoice prior to serdingit 08) Keep quiet, but ifthe oustomer questions the price, then inform the custorer that biing ade an emar and thatwihave them send out an ingice that incudes the quantity discount CI Take my ingreased commissien and treat elf several month butrecalls enice dinner eu sincel deserve itthe customer questions the price, tel the cutome thut auan- tity discounts oly take effect ater a cutomer not much was made ofit since at hat time this cstomer had seintert to place alarge order. If Jordan wnere to obtan this higher price, he would realoe a sgnificantlylarger has been buying fom our company for at least nine montsse they wi be eligible for a guurtity discount very saen Copyright ©2020 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. SELL6 | CH9 12 C C id p LU 13 Procedure for Handling Complaints Slide 12 of 19 English (United States) E Notes Comments + 112% 315 JUL étv N A 13 W 280 Aleoks/Shutterstock.com ::
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