Who are your external customers and what are specific needs

Reference no: EM13780761

Choose either the Independent Auto Sales and Service (IAS) case, or the Network Nutrition Distributors (NND) case.

Make sure that your writing is clear, understandable, and properly formatted and edited, including checking for proper spelling and grammar. Provide a cover page, reference page, and at least two accurate APA source citations for your answer. You may reference the textbook or other appropriate academic sources. These can be web-based sources, but do not use Wikipedia entries as part of your final submission.

1. INDEPENDENT AUTO SALES AND SERVICE (IAS)

Priority goals:

Expand sales and service business, especially via repeat customers and word-of-mouth recommendations.

This mid-size auto dealership sells late model used automobiles, many of which are recently off-lease cars the owner gets from large new-car dealers in a southwestern city. IAS is owned by Stephany and Lee Bergen, a husband-and-wife team. They have been in business for 15 years and have a positive reputation for honesty. Many of their sales come from referrals from past customers. Competing with other new- and used-car dealerships is always a battle. New cars are sometimes being offered with zero interest loan incentives. IAS, however, can almost always offer a much better purchase price, especially on two- or three-year-old cars with some mileage on them.

With a difficult economy and reduced sales of cars, Steph and Lee have decided to emphasize their repair services in addition to sales. They have three full-time mechanics on duty. The service manager is Ray, a man with good skills but not much of a personality. Nevertheless, repairs now account for about 15 percent of IAS revenues.

In addition, IAS has been cultivating additional business-to-business (B2B) sales efforts. They recently got a contract to provide servicing for the vehicles owned by their local city government as well as a major building contractor. This increase in service business has posed some problems due to lack of repair staff. Sometimes Ray promises more than he can deliver or misses deadlines. IAS is recruiting qualified mechanics to meet this need. They are also on the lookout for good salespeople.

1. If you were an owner or leader in this business, what could you do to help employees understand the value of excellent customer service?

2. Who are your external customers and what are their specific needs?

3. Who are your internal customers and what are their specific needs?

4. What are some starting points for developing the core competencies we discussed in your selected business? Be as specific as possible.

5. How could your business apply the ideas in this chapter to build customer loyalty?

Reference no: EM13780761

Questions Cloud

Difference between average compensation of men vs women : The Debate will focus on the question: If employee benefits were included with cash compensation there would be no difference between the average total compensation of men vs. women.

Sustainability of all healthcare organizations issues : What roles, if any, do quality and information technology play in an organization's strategic direction?

Childhood development discussion : Beginning the Journey: Reflection is a Professional Skill for Early Childhood ProfessionalsFor this week's discussion, you should refer to your textbook and research self-reflection for the early childhood professional.

How is an arithmetic overflow error or divide by zero error : How is an arithmetic overflow error or divide by zero error interrupt different than an interrupt from the hard disk controller signaling that a data transfer has completed

Who are your external customers and what are specific needs : What could you do to help employees understand the value of excellent customer service - who are your external customers and what are their specific needs?

Health insurance benefits issues : During the recent economic downturn, your community has experienced unemployment rates of approximately 9%. What can be done to mitigate the effects of the financial impact to your organization?

How can cultural differences derail an alliance team : How can cultural differences derail an alliance team? What can be done to prevent cross-cultural problems and unmet expectations from keeping an alliance team from being effective

Write a paper on the topic of legalization of marijuana : Write a annotated bibliography on the topic of legalization of marijuana.

Managing financial budgets issues : Outline and discuss the major categories of reimbursements and costs in a health care organization. How do they influence each other?

User Account

All Pages