Implementation Evaluation Control

“Customer relationship is the ultimate goal of a new trend in marketing that focus on understanding customer as individuals instead of part of a group. To do so, marketers are making there communications more specific. Customer relationship management design to optimize profitability, revenue, and customer satisfaction by focusing on highly defined and precise customer groups.” (MKTG McDaniel ch. 19 pg. 293)

All of our potential employees will be required to take a written exam on the rules of being a great salesperson. So, if the potential employee passes this written exam, as well as meets all other requirements for the position he/she will have to take a paid four week long class on customer relationship management. This ensures that each employee will be well trained to sell our products by the time they begin actually working.

As for our customers, whether it be a single woman looking for a certain product to use for dating, or a loving husband looking for a nice valentines gift for his husband, we handle each customers needs individually by building rapport with them. We make sure we ask all the right questions, while not invading their privacy, to find out which product is right for them. If a customer has found a specific product that we have, but do not physically have in stock at the moment, there are numerous other retail stores that carry our products. We can have the product shipped to their home in a timely fashion, with the customer making payment right there. Or at the very least, we can direct them to another store right then and there to go pick up the product. We will even call that store and tell them to hold the product, while the customer goes to pick it up.

At the end of each employee shift each, they will be required to fill out a form stating how their day went with each customer, and whether or not they were satisfied. Also, they will have to write a short summary of who they feel was their most successful customer of the day. They will be required to learn and address each customer by name.

Evaluation: At the end of each month all of the employee forms that have been filled out will be reviewed and if it seems that a certain employee is not doing so well according to his forms, he will be given a strike, and upon his third strike, he will be asked to resign. In contrast, if an employee is evaluated as doing very well, he may get a raise. This will ensure that there is no employee that is hurting our sales, or more importantly, our reputation.

“A customer-centric company builds long-lasting relationships by focusing on what satisfies and retains valuable customers.” (MKTG McDaniel pg 295 ch. 19)

In conclusion, using the aforementioned techniques, we will ensure customer satisfaction, as well as employee discipline.