Question

In: Operations Management

ABC Company is a leading showroom in selling branded Cars. The showroom is displaying automatic and...

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”?                                                      

Solutions

Expert Solution

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.

Please do Upvote if you liked the answer.


Related Solutions

no copy paste please ABC Company is a leading showroom in selling branded Cars. The showroom...
no copy paste please 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...
Write a Java program for a car dealership. The dealer has 10 cars in the showroom...
Write a Java program for a car dealership. The dealer has 10 cars in the showroom and space for 50 cars. Each car has a unique plate number, model, color, company, and a year of manufacture. Your program should have two classes: the "Car" class has the car information and the "info" method that displays the car information. The other class is an array class "CarArray" that has four methods:" display", "insert", "find", and the "delete" method. When the program...
Mamma Mia, a company selling vintage branded items through a network of retailers in Illinois, has...
Mamma Mia, a company selling vintage branded items through a network of retailers in Illinois, has recently implemented a budgeting system Presented below is a month-wise income statement from August through December 2017. August and September are actual results, while October through December are Plan/Budget numbers         Monthly Income Statement Amounts in $'000s ACTUAL PLANNED/ BUDGETED Aug-2017 Sep-2017 Oct-2017 Nov-2017 Dec-2017 Total Q4 Sales            380            390            400            430            480         1,310 Cost of goods sold...
Wasson’s Classic Cars restores classic automobiles to showroom status. Budgeted data for the current year are...
Wasson’s Classic Cars restores classic automobiles to showroom status. Budgeted data for the current year are as follows. Time Charges Material Loading Charges Restorers' wages and fringe benefits $305,450 Purchasing agent's salary and fringe benefits $78,497 Administrative salaries and fringe benefits 63,176 21,400 Other overhead costs 18,774 74,891 Total budgeted costs $387,400 $174,788 The company anticipated that the restorers would work a total of 14,900 hours this year. Expected parts and materials were $1,289,000. In late January, the company experienced...
The Lemmon Company began selling cars on January 1, 2016. Lemon purchases cars for $10,000 and...
The Lemmon Company began selling cars on January 1, 2016. Lemon purchases cars for $10,000 and sell them for $14,000. Each car Lemon sells comes with a 3 year warranty. Lemon estimates it will cost $1000 per car for warranty repairs In 2016 Lemon sold 5000 cars and spent $230,000 on repairs In 2017 Lemon sold 7000 cars and spent $6,000,000 on repairs At the beginning of 2018, due to improvements in technology, Lemon estimates it will only cost $800...
Relevant Information on Company ABC and Project P (The New Show): Company ABC is now selling...
Relevant Information on Company ABC and Project P (The New Show): Company ABC is now selling for $21 per share and has 14,500,000 outstanding common shares. Company ABC has an equity (?) of 0.93. A dividend of $0.51 was just paid to all of the common shareholders and analysts estimate that it will grow steadily at 5% per year. Company ABC is now selling for $25 per share and has 1,550,000 outstanding preferred shares with a $2.5 dividend. Company ABC...
Relevant Information on Company ABC and Project P (The New Show): Company ABC is now selling...
Relevant Information on Company ABC and Project P (The New Show): Company ABC is now selling for $21 per share and has 14,500,000 outstanding common shares. Company ABC has an equity (?) of 0.93. A dividend of $0.51 was just paid to all of the common shareholders and analysts estimate that it will grow steadily at 5% per year. Company ABC is now selling for $25 per share and has 1,550,000 outstanding preferred shares with a $2.5 dividend. Company ABC...
MAMMA MIA, INC. Cash Budgeting ** Please show calculations Mamma Mia, a company selling vintage branded...
MAMMA MIA, INC. Cash Budgeting ** Please show calculations Mamma Mia, a company selling vintage branded items through a network of retailers in Illinois, has recently implemented a budgeting system Presented below is a month-wise income statement from August through December 2017. July and August are actual results, while October through December are Plan/Budget numbers Monthly Income Statement Amounts in $'000s ACTUAL PLANNED/ BUDGETED Aug-2017 Sep-2017 Oct-2017 Nov-2017 Dec-2017 Total Q4 Sales            380            390            400            430...
MAMMA MIA, INC. Cash Budgeting Mamma Mia, a company selling vintage branded items through a network...
MAMMA MIA, INC. Cash Budgeting Mamma Mia, a company selling vintage branded items through a network of retailers in Illinois, has recently implemented a budgeting system Presented below is a month-wise income statement from August throough December 2017. July and August are actual results, while October through December are Plan/Budget numbers Monthly Income Statement Amounts in $'000s ACTUAL PLANNED/ BUDGETED Aug-2017 Sep-2017 Oct-2017 Nov-2017 Dec-2017 Total Q4 Sales            380            390            400            430            480         1,310...
2. Cars which are passing an automatic toll are modeled by a Poisson process with rate...
2. Cars which are passing an automatic toll are modeled by a Poisson process with rate of 10 cars per hour. Some cars may violate with the probability of 0.5. a. Calculate the probability that exactly 10 cars pass within an hour and all 10 have no violations? b. For any fixed x ≥ 10, find the probability that x cars pass during the hour, of which 10 have no violations?
ADVERTISEMENT
ADVERTISEMENT
ADVERTISEMENT