Identify parts of the sales process that can result in improved or reduced customer satisfaction. Examine the importance of follow up to the sales relationship. How does follow up help increase customer satisfaction?

Career Connection: Customer Satisfaction Strategy

Select a company with which you are familiar. The company should have a sales force and customer service division.

You are in charge of coming up with a customer satisfaction strategy to help the organization increase sales and customer satisfaction.

Part 1
Create a 1,050- to 1,400-word customer satisfaction strategy. In this strategy include the following:

Identify parts of the sales process that can result in improved or reduced customer satisfaction.

Examine the importance of follow up to the sales relationship. How does follow up help increase customer satisfaction?

Explain how the unhappy customer also presents opportunities within the sales process.

Determine the relationship of customer service and sales within the organization. Does the relationship seem to support the customer? Do sales and service appear to

work together or is the relationship adversarial?

Recommend ways to change this relationship to improve customer satisfaction.

Discuss the ways this change to the service and sales relationship will benefit the organization as a whole.

Part 2
Create a script of no more than 350 words addressing unhappy customers. The cause of the unhappy customer is up to the team and can include more than one cause and the

script(s) should include the following:

The script is a response to an unhappy customer.

The script includes an option for refunding or exchanging a product or service.

The script allows you to regain the customer’s trust.

Individual Assignment: Customer Satisfaction Strategy

Purpose of Assignment

Customer satisfaction is one of the key aspects of an effective sales relationship. The Customer Satisfaction Strategy assignment allows students to create a plan and

strategy to manage this relationship as well as that between sales and customer service. The assignment also includes a script which provides students with a chance

to create a dialogue that would take place in the typical challenging sales relationship.

Grading Guide

Content

Met

Partially Met
Not Met

Comments:
The strategy paper includes identification of the parts of the sales process that can improve or decrease customer satisfaction.

The strategy paper includes an examination of the importance of follow up in the sales relationship and how it can increase customer satisfaction.

The strategy paper includes an explanation of how an unhappy customer can also present opportunities in the sales process.

The strategy paper includes a determination of the relationship between sales and customer service and if this relationship is supportive of the customer.

The strategy paper includes a recommendation of ways to change the customer service and sales relationship to improve customer satisfaction.

The strategy paper includes a discussion of the ways the change will benefit the organization.

The paper is 1,050 to 1,400 words in length.

The script is directed at the unhappy customer and serves as a response.

The script includes an option for refunding or exchanging a product or service.

The script is written with the purpose to regain a customer’s trust.

The script is no more than 350 words in length.

Total Available
Total Earned

8
#/8

Writing Guidelines

Met

Partially Met
Not Met

Comments:
The paper—including tables and graphs, headings, title page, and reference page—is consistent with APA formatting guidelines and meets course-level requirements.

Intellectual property is recognized with in-text citations and a reference page.

Paragraph and sentence transitions are present, logical, and maintain the flow throughout the paper.

Sentences are complete, clear, and concise.

Rules of grammar and usage are followed including spelling and punctuation.

Total Available
Total Earned

4
#/4

Assignment Total
#
12
#/12

Additional comments:

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