Question

ABC Company is a leading showroom in selling branded Cars. The showroom is displaying automatic and manually operated cars. The automatic model cars are usually purchased by the software engineers and the businessmen. It is observed that the customers who come to purchase the cars would usually come with their family, friends and relatives.

It is identified that some of the customers are interested in purchasing cars through bank loans. The sales will be highest during the year-end and festival season. There is a great influence of the family members in buying these cars. Since the showroom is interested in sales to materialize, rather than pushing any brand, the salesmen are directed to satisfy the customers and to answer the family members’ queries.

The company is having a well-managed Customer Relationship Management Department. Recently the department has received few complaints regarding the product and service from the customers.

Question:

1. Explain five types of customer feedback that can be applied to the above situation.     5 Marks  

2. List and explain four points about "how ABC Company can become World Class Company”?

   Why do companies prefer to become “World-class”?                                                      

Answer 1

1. Types of Customer Feedback - >

A. Product feedback -

Feedback about the cars of various brands.

B. Satisfaction feedback -

The feedback about whether they are satisfied with the car they have bought.

C. Brand Loyalty feedback -

This shows how much connected they are with a brand. They can actually promote that brand themselves.

D. Sales feedback -

It shows their sales experience, how good they found sales executives, were they provide proper product information before sales.

E. Preference feedback -

What features they prefer while buying a car, what did they like in the car that they bought.

2. Ways to become a world class company ->

A. By Educating the clients

The clients must be aware that ABC company has reaches a global. They should be aware of its worldwide branches.

B. Constant Improvement

Its good to have a good customer relationship management department but still to attain a world class level you should keep improving over time to sustain the competition.

C. Customer Relationship Building

Relationship building is the key for every business. Providing wold class service and facilities to your customer and being in constant touch with them is essential for good relationship.

D. Employee Motivation

Whether it's sales, marketing or customer service executives all of them should be motivated and feel like it's their own business.

Companies want to become World class because ->

To attain leaders position in the industry ladder.

To achieve higher revenue and business.

To expand their operations geographically.

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