WHAT ARE THE ADVANTAGES AND DISADVANTAGES OF THE GIVEN COURSES OF ACTION TO THE CASE:1. Implementation of Return and Exchange Policy 2. Hire a Quality Assurance Specialist3. Conduct an Actual Investigation and Technical Observation, then Provide a solution to the problems detected. CASE ANALYSIS: WHERE IS AFTER-SALES SERVICE?Spidermart is a shop in Celia's neighborhood. It is well-known for being veryspacious, well supplied, and for its enticing advertisement. Celia bought a showernozzle at the store and was assured by the salesman that despite the productsbeing quite expensive, Celia got more value for her money because the product isguaranteed to last a lifetime and was imported from one of the largest sanitaryproduct manufacturers in the world.- However, when Celia's plumber was installing the nozzles he discovered that thenozzles were defective. The plumber showed her the newly installed nozzles andshe saw how the water kept gushing out from the wrong places even if they wereproperly installed. She was convinced that it is a factory defect so she went back toSpidermart and told the salesman about it. The salesman would not believe herstory but Celia insisted until the store manager summoned. The manager sidedwith the salesman right away and kept convincing Celia that it must be because ofwrong installation. The commotion then resulted to Celia claiming that the shopwas only violating its catchphrase and that she had been deceived.

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WHAT ARE THE ADVANTAGES AND DISADVANTAGES OF THE GIVEN COURSES OF ACTION TO THE CASE: 1. Implementation of Return and Exchange Policy 2. Hire a Quality Assurance Specialist 3. Conduct an Actual Investigation and Technical Observation, then Provide a solution to the problems detected.

WHAT ARE THE ADVANTAGES AND DISADVANTAGES OF THE GIVEN COURSES OF ACTION TO THE CASE: 1. Implementation of Return and Exchange Policy 2. Hire a Quality Assurance Specialist 3. Conduct an Actual Investigation and Technical Observation, then Provide a solution to the problems detected.

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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Question

CASE ANALYSIS: WHERE IS AFTER-SALES SERVICE?
Spidermart is a shop in Celia's neighborhood. It is well-known for being very
spacious, well supplied, and for its enticing advertisement. Celia bought a shower
nozzle at the store and was assured by the salesman that despite the products
being quite expensive, Celia got more value for her money because the product is
guaranteed to last a lifetime and was imported from one of the largest sanitary
product manufacturers in the world.
- However, when Celia's plumber was installing the nozzles he discovered that the
nozzles were defective. The plumber showed her the newly installed nozzles and
she saw how the water kept gushing out from the wrong places even if they were
properly installed. She was convinced that it is a factory defect so she went back to
Spidermart and told the salesman about it. The salesman would not believe her
story but Celia insisted until the store manager summoned. The manager sided
with the salesman right away and kept convincing Celia that it must be because of
wrong installation. The commotion then resulted to Celia claiming that the shop
was only violating its catchphrase and that she had been deceived.

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