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 ACustomer:Salesperson:Customer:Salesperson:Option BCustomer:Salesperson:Customer:Salesperson:Option CCustomer:Salesperson:Customer:Salesperson: hopect - uery - entuton- OePowerPointFileEditViewInsertFormatArrangeToolsSlide ShowWindowHelp78% G2Tue Jul 13 9:08 AMAutoSave2 Sell6_Ingram_Ch09 (3)OFFHomeInsertDrawDesignTransitionsAnimationsSlide ShowReviewViewTell meShareCommentsLayout v三|三v|Shapes--ResetPasteBIUab xAVConvert toPictureSensitivityDesignIdeasNewX,v Aa vv A vA Тext BoхArrangeQuickSlideSection vSmartArtStylesand extranets• Intranet: Organization's computer network thatoffers password-controlled access to peoplewithin and outside the organizationExtranet: Computer network created by anorganization for use by its customers orsuppliers-Linked to the organization's internal systems,informational databases, and intranetLO 3C C sstleEthical Dilemma6.Customer Contact Management Tools (continued)• Customer relationship management (CRM)system• Links buyers and sellers into a richcommunication network to establish andreinforce long-term, profitable relationshipsHelps salespeople to build and integratemultiple forms of customer information• Can be synced to social media to pull customerinformationJordan Bell is a sales representative for a manufac-turer of windshield wipers that calls on automotivesupply shops and various retail outlets. In review-ing an invoice scheduled to be submitted to oneof his newest customers, he noticed a pricing error.The price should have included a quantity discount.Jordan recalls mentioning the opportunity for earningquantity discounts to this customer when taking thecommission on this order. Given that this customerwas relatively new, there was some question as toDev e e plwhether the customer would even realize he was notLU10Exhibit 9.3Relationship-Enhancement Activitiesreceiving a quantity discount. If you were Jordan,what would you do?(A) Contact my billing department and have themcorrect the invoice prior to sending it.(B) Keep quiet, but if the customer questions theprice, then inform the customer that billing madean error and that I will have them send out aninvoice that includes the quantity discount.(C) Take my increased commission and treat myself toa nice dinner out since I deserve it; if the customerquestions the price, tell the customer that quan-tity discounts only take effect after a customerhas been buying from our company for at leastnine months, so they will be eligible for a quantityPartnership-Enhancement Activities Salesperson ResponsibilityProvide useful information• Relevant• High quality• Track orders• Inform on delays• Help with instalation• Train even when contract does not call for itExpedite orders/monitor installationTrain customer personnel• Go over all orders• Correct problem before customer recognizes itCorrect 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 complaintRemember the customer after thesaleResolve complaintsresolvedC aCe ing ay a indua pdp ycustomer'sseg mothingto anyonefirst orderLU11See nothingFigure 9.2Traditional versus Relational Saleshear nothing發ProcessseveralTu Sales Procesmonths ago,Tran tased Sales hesbut recallstrhanng Ctne elo-femenber thecatoneher the uetd onden ando altatonnot muchtomernplewas madeMapaas ouomarDevelepof it since at that time this customer had no intentto place a large order. If Jordan were to obtain thishigher price, he would realize a significantly larger12Ethical Dilemmadiscount very soon.Jorden Bel isa sales represetave for amanufactuer of windshieldwipersthat call on automotvecomrission on this onder. Given that this oustomeswhether the cuntomer would even realige he wag rotIeceieing a gastky discaune, vou were jdanwhat would you dasupply sheps and various retailoutlets. In reviewing an ineoice scheduled to be submitted to oneof his newest customes, henaticeda pricingeorThe price shoul have incuded aquanity dscouJandan necals mentioning the opportunity for eamingquantity discounts te this customer when taking thecurtomerfrat orderA Contactny biling departmene and have themconect the ivoice prior to serdingit08) Keep quiet, but ifthe oustomer questions theprice, then inform the custorer that biing adean emar and thatwihave them send out aningice that incudes the quantity discountCI Take my ingreased commissien and treat elfseveralmonthbutrecallsenice dinner eu sincel deserve itthe customerquestions the price, tel the cutome thut auan-tity discounts oly take effect ater a cutomernot muchwas madeofit since at hat time this cstomer had seintertto place alarge order. If Jordan wnere to obtan thishigher price, he would realoe a sgnificantlylargerhas been buying fom our company for at leastnine montsse they wi be eligible for a guurtitydiscount very saenCopyright ©2020 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publiclyaccessible website, in whole or in part.SELL6 | CH912C C id pLU13Procedure for Handling ComplaintsSlide 12 of 19English (United States)E NotesComments+112%315JULétv N A13W280Aleoks/Shutterstock.com::

Decision making is the ability to weigh in all the options and chose the one which is giving highest…

Answered: (A) Contact my billing department and…

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

	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: