Points for Discussion
1. Describe this salesperson’s relationship-marketing role in creating added customer value. What does the salesperson do that adds value for the customer?
2. What additional behaviors or activities, other than those already being performed, could the salesperson undertake that might further increase customer value?
3. Why have these behaviors or services not been implemented?
4. Diary of Sales/Service Encounters
Part A:
Keeping a Diary of Sales Encounters
Using the following preformatted worksheets, keep a sales/service diary for one month. Include all your encounters with salespeople, recording (1) the date, (2) where the sales encounter happened, (3) a factual description of what happened (i.e., the salesperson’s attitude, behaviors, and so forth), and (5) a description of whether the salesperson provided or offered any follow-up activities to enhance the relationship.