| A | B |
|---|
| Cost associated with customer complaints | loss of sales |
| Likely cause of customer complaints | product quality |
| To eliminate any misunderstanding regarding complaint | restate the complaint |
| Non-complainers are more difficult | salesperson does not have opp. to handle complaint |
| Public pledge to offer excellent customer service | making a brand promise |
| employee reinforces firm's image | asks customer if they would like beverage while they wait |
| reinforces image of efficient business | respond within 24 hrs. to inquiry |
| Use mktg. info. | to develop new products |
| continuously monitoring mktg. info | Identify problem |
| Info. from sales report | helps improve effectiveness of salespeople |
| monitoring customer's buying habits | ID popular products |
| internal report that indicates sales have dropped | quarterly inventory analysis |
| Inventory reports provide | customers products preferences |
| customer orientation element of mktg. concept | enables business to offer products consumers want to buy |
| Increasing awareness of need for environmental controls | improved quality of life |
| shows company commitment | setting aside funds for research |
| develops improved products | product/service mgmt. |
