Question

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 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.

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. Customer satisfaction is the opinion of the people about anything. This opinion can be of many types. These opinions are expressions after using a product.  There can be five types of feedback they can be accessed from the customers. These are as follows-

a) Positive satisfied feedback- This is regarding the positive viewpoint of using a product. If a customer becomes fully satisfied ie. their expectations are met by the product, it is called positive satisfied feedback.

b) Negative not satisfied feedback- If the customer's expectations are not met by the product, they become dissatisfied and that led to negative feedback.

c) Semisatisfied Feedback- In this type the customers are not so excited about using the product but dissatisfaction is also not there. They are somewhat partially satisfied.

d) Avoiding issues feedback- This type of feedback is given by the customers to the retailers or producers to avoid the issues that they will like to have in the products. This feedbacks reflect some negativity in the products and that requires improvement.

e) Performance enhancement feedback- This feedbacks are given to improve the products for betterment. This feedbacks reflect the more positivity in the products that will make the products better.

2. ABC is a very famous showroom dealing in branded cars. To become World Class it has to adapt these following four points-

1. Brand focused- In ABC company there is lagging that the representatives are more focused on consumers to make the sale but are least bothered about making any brand's sale profitable. They have to concentrate on the customers as well as on the brands to increase their sales. They can select the brands for which there is positive feedback from the customers and try to promote those brands to the customers to enhance their sales.

2. Trained representatives- The sales representatives should be provided with adequate training to persuade more customers and their families well as brand focusing to make the sales happen. They should be given training adequately in both before the sale and after-sales work to become a more focused salesperson.

3. Evaluating Customer's viewpoint- They have to identify what the customers are looking into a product. What characteristics of products are attracting them and the company has to make use of this to highlight the products in front of the customers to enhance their sales.

4. Competitive Advantage- ABC should look at its competitor's performance and should improve its performance in the way which can provide a competitive advantage to it over its competitors. It should conduct a market survey and frame its strategy accordingly, which will increase its sales more than its competitors.

A company prefers to become a world-class company to be renowned in the whole world due to its quality products. This will increase the goodwill of the company as well as increase the sales of the company. The company wants to become a global name in the business world as well as in the customer world. This will increase the customer's base for the company and the company will be able to excel to new heights and become famous for its quality products.