are the marketing manager for a major retail store, and sales in the baby
department have been very low this quarter. After discussing the problem with
one of the store managers, he confided that he has gotten three phone calls
this week from customers who complained that the sales persons in the baby
department were rude. He laughed it off because two of his relatives work in
the department, and changed the topic to sports. What will you do?
Thank you for the opportunity to help you with your question!
Personal Opinion in relation to business.
The first thing I would do if it were in my power I would do a reshuffle, replacing the rude sales persons with others.
Since two of his relatives work there, I would rather introduce trainings to sensitize the employees on good marketing behaviors which help retain customers. Through them, I would carefully bring out the Idea of upholding the interests of the company and respecting customers since they are always right. I would also come up with teams to plan and strategize on "How to increase sales" in the baby department. The team would then work on a strategy to ensure that customers are treated well and and their interest are attended to.
In case all the above plans fail, I would then face the persons in question and talk to them about the matter. The last result would be to present the matter to the top management recommending reshuffles or restructuring.
Kindly read the answer and extract what you can do yourself. Please let me know if you need any clarification. I'm always happy to answer your questions.
You are the marketing
manager for a major car dealership and sales have been low the past several
months. Since your job is on the line, you have spent time on the sales floor
in an attempt to observe. During the past two weeks, you have found several
groups of consumers wandering around looking at cars. When you looked around the
dealership, you did not find any salespersons on the floor. When you asked the
potential buyers if they had been helped, they said no. What will you do?