Wait a second!
More handpicked essays just for you.
More handpicked essays just for you.
Service quality and customer satisfaction
Service quality and customer satisfaction
Customer satisfaction research report
Don’t take our word for it - see why 10 million students trust us with their essay needs.
Recommended: Service quality and customer satisfaction
Critical Response: Given the three possible responses from the book, I feel like #2 is the most ethical of the three. However, I feel like all three aren’t satisfactory ways to treat this situation. I will analyze them one by one, then give my opinion of what the salesperson should do. 1. I felt that this response was the least ethical. Firstly, the salesperson would have taken advantage of the customer for personal gain. Secondly, a salesperson should not assume anything about the customer. If a salesperson were to assume anything, it should be through analysis of the customer’s needs. Even then it shouldn’t be an assumption, but an educated decision. 2. The reason I thought this was the most ethical possibility was because it included sending …show more content…
103) Economic Needs- are the buyer’s need to purchase the most satisfying product for the money. Economic needs include: price, quality (performance, dependability, and durability), convenience of buying, and service. (pg. 104) 3 levels of Need awareness- Conscious need level, preconscious need level, unconscious need level. Conscious need level- Buyers are fully aware of their needs. The buyers are also willing to talk about their needs. Preconscious need level- the buyers are not fully aware of needs. They generally know what type of product they may need, but choose not to discuss it fully. Unconscious need level- People do not know why they buy, only that they do buy. In this case the salesperson needs to determine the needs of the buyer through skillful questioning. (pg. 38) Personal gain is not your goal. Pursuing sales for the sake of self-interest and gain is not your goal. Helping others is. You are never concerned about sales goals, only customers. Take care of customers, and customers will take care of …show more content…
The current situation appears to start out with the buyer’s perception that the seller is dishonest. The buyer asks about the mileage being set back. The seller doesn’t really respond to that comment, but moves past it. I think if he would have made a joke out of it, or made a statement that they don’t practice dishonesty, the seller could have gained more trust. Second the seller appears to be assuming the needs of the buyer. The seller is leading with questions like, “Do you need that much room?” The customer says that they don’t, but is it possible that they do want something more spacious? It is possible. The seller seems to think that the buyer is only buying for gas mileage. The seller is overlooking a key selling point, the buyer is getting into a car pool with their boss. It is probable that the buyer would unconsciously want to buy a car that would make a statement to their boss. 2. In this situation the buyer doesn’t really have interest in the vehicles that the seller has showed them. The seller could now appeal to the unconscious needs of the buyer. Like previously stated, the carpool with the boss would be where I would focus. I would try to appeal to the buyer by explaining the benefits of the vehicles. Maybe in this situation the buyer isn’t interested in an economical car, but would rather be seen in a sedan, especially with the boss. Then after use a Trial Close to see how the customer
Tommy Takem owns a small appliance store in the southwest part of the state of Virginia. Tommy has built his business on targeting the poor, unsophisticated, and uneducated in the Appalachian regions of Virginia, Kentucky, Tennessee, and West Virginia. There is little competition in the region where he sells his goods; therefore, he charges 10-20% higher prices than the nearest retail competition. Furthermore, as a ruse to increase sales, Takem’s has hired a few high pressure salespeople to go door-to-door selling the appliances and electronics at a markup of 30% more than his retail location, though this information is not disclosed to the purchaser. Also, as most of Tommy’s clientele have poor credit, the financing is handled by Takem’s Appliances as well, with an additional charge of 15% plus the highest interest rate allowable by
The Attorney General and the Department of Motor Vehicles of several States are now putting auto dealers on notice. In the states of New York and Nevada they are warning them: “Your advertisements had better be accurate” (Knapp, Eyewitness News, 2004). Studies from the Attorney General of New York Eliot Spitzer, gives many consumer tips to finding misleading advertisements. “Push, Pull, and Drag it in, Guaranteed Trade-in $3,000!” This is a ploy slogan that really confuses consumers, especially college students. In reality, the dealers cannot pay money for a trade in no matter how much it is actually worth. The dealers can only put that hypothetical “trade-in money” toward the purchase of another car. “Dealers often raise the prices of the cars on their lots prior to this sale” (Spitzer, 2003). So in the end, you are really not getting much of a bargain. When watching a car commercial, look for the details in getting this new car for your “push or pull,” there should be a description of how much money must be put down at the time of the trade. If this is not being done, you can report the violating car dealer to your state attorney general’s office.
A deal with these sales representatives seems like a good idea, they’re experienced and have most likely been doing this for a while. But not only is it illegal, it is strongly against my better judgment. This case is greatly related “value judgment”. It clearly demonstrates an unethical value judgement for me to participate in this deal. It is highly illegal, and wrong for me to steal from my
Lahdesmaki (2005) argued that marketing can be an ethical contract between businesses and their customers. Therefore businesses are morally obliged to inform their customers about the products in store and provide all the information necessary via marketing strategy so the customer can make informed decisions about their purchase.
As in any other discipline that entails interaction with individuals, the aspect of ethics must include a conscious principle. To define ethics in its simplest form, it is known as the ability to distinguish right from wrong. In the movie, the sudden pressure from management drives the company’s salesmen to increase sales with no regards to ethics in order to maintain job security. All of the main characters had made their fair share of unethical decisions, out of desperation, to increase their sales and ultimately to keep their jobs. The degree of each decision can be left for viewers to determine the level of appropriateness based on their own values. Personally, although all characters have made unethical decisions, the most ethical salesman was Ricky Roma. Ri...
Everyday individuals are faced with difficult situations, and in some cases these situations bring into question a person’s moral code. These dilemmas make people think about what the right thing to do is and what the wrong thing to do is. Any person can follow the four basic frameworks of ethics to figure out what needs to be done. Those frameworks being ethical egoism, utilitarianism, deontology, and virtue ethics. But first I will put you in a tricky situation and shed some light on the different routes an individual could take according to those four ethical frameworks. Then I will give my opinion on what I would do in the situation and I will state some objections a critic might have on my opinion.
... prove that when people have meet the physiological need they do not need to worry about it; thus, his behavior is drive to meet the next level of need such as safety need. Other example is that he worked hard in the internship to get the job because it promises a lot of advantages that ensured the first and second needs.
The hierarchy of needs is frequently represented in the shape of a pyramid and is broken up into 5 separate stages with the main, most important levels of necessities at the bottom and the need for self-actualization
The ethical dilemma in this case is one that Daniel Potter is faced with. Daniel is a staff
The moment I mentioned the Volvo automobile prior to the meeting with the sales rep, my boss was adamant that the car was not acceptable because his brother in law had had a bad experience in his purchase of one. My boss has based his decision on representativeness and availability heuristics.
best price for the car. Instead, the confident buyer of the car will take the price quoted by the salesman as the negotiations starting point. It would therefore be wrong to imply that bluffing is unethical since both the seller and the buyer are positioning them self to maximize their opportunities. The buyer negotiates the price in order to purchase the car at the lowest price possible, while the seller does his best to sell the car at the highest possible price. Therefore, there is no violation of ethical conduct. In the business game, everyone is looking for an opportunity to get the best out of the
Everyone in this world has experienced an ethical dilemma in different situations and this may arise between one or more individuals. Ethical dilemma is a situation where people have to make complex decisions and are influenced based on personal interest, social environment or norms, and religious beliefs (“Strategic Leadership”, n.d.). The leaders and managers in the company should set guidelines to ensure employees are aware and have a better chance to solve and make ethical decisions. Employees are also responsible in understanding their ethical obligations in order to maintain a positive work environment. The purpose of this case study is to identify the dilemma and analyze different decisions to find ways on how a person should act
Every company wants to understand why people decide to buy its products or others. Firstly, we have to understand why people buy certain kind of product. People buy products because they need them. A need is activated and felt when there is a sufficient discrepancy between a desired or preferred state of being and the actual state. (Engle£¬Blackwell and Miniard. 1995. p407 ) For example, when you feel hungry, what you needs is some food. It is very important for marketer to understand the needs of consumers. All the consumers may have the same needs, but the ways which they satisfy what they need are different. Here is a example, Chinese people would choose rice when they feel hungry, whilst British people may choose bread to satisfy their needs.
Each higher order of motivational need is built upon a more basic need. After physiological and safety needs are met then the individual looks to belong and be accepted by peers and groups that they identify with. Once accepted, one looks to improve their self-esteem and garner the respect and esteem of their peers and the groups to which they belong. Finally an individual is driven by the need to become self-actualized, becoming all that one has the potential of becoming.
There can be many things that might factor into the want to buy something. There are many steps that a customer takes before actually buying a product.