MARKETING
7th Edition
ISBN: 9781260087710
Author: Grewal
Publisher: RENT MCG
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Question
Chapter 20, Problem 5MA
Summary Introduction
To discuss: The manner in which customer satisfaction can be ensured and what actions should be taken by the store manager to guarantee that customers remain happy with the service they receive.
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Would it be right for a store manager to break a promise to a customer and sell some hard-to-find merchandise to someone else whose need for it is greater?
Imagine that you are the owner of a small jewelry store. A customer leaves a family heirloom with you for cleaning. By mistake, a salesperson sells the ring to another customer. How would you handle the situation? Now, imagine that you were the customer who purchased the ring for your fiancé. When the owner calls you to tell you about the situation, what do you do?
Answer all the questions and explain your answers also
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