Marketing Questions - Research Paper Example

? Marketing Questions The three types s that are challenging include the following: those affected by cultural or languagebarriers, older customers and very talkative buyers. In dealing with customers suffering from language or cultural barriers, I would need to show my emotional approach to them, which will help me to connect with them. For example, excitement and enthusiasm would show the person not fully understanding my language that I am ready and happy to serve them. The universal emotions of welcoming them will allow them to gain my trust, therefore work on understanding my points or point of view, as I also do the same. Secondly, I will need to slow down my speech and expressions when explaining about the commodity, so that they do not mix-up everything, which they can amplify their fear of investing in the product (Lilley, 2013). Additionally, I may need to demonstrate my points using pictures or showing the product; ask for a person that can understand their language or culture better; try to confirm that they understood my explanations, exercise patience and maintain a sense of humor, so as to ensure that they remain interested. In dealing with older customers, I would ensure that I show respect to them, because that would be the first quality they may expect from a young attendant. Secondly, I would need to be kind and to show empathy for their incapacities in the case they have any. More importantly, I would need to adjust to their tempo of speech, so that they can understand me well and connect with me (Lilley, 2013). Additionally, showing them cheer will help them feel comfortable in my company, which will affect their buying behavior. In dealing with very talkative customers, first I will need to direct the talk in the direction of the sale, and immediately they pause their talk, I give them a summary of the talk and then I switch to the product and all its benefits. Apart from the explanation, a sample would help, and then I ask him to check it out a little (Lilley, 2013). After he has talked about it for a while, I will have all the information on his needs, therefore will mention them repeatedly, so that they purchase it. 2. Many employees are motivated by getting more money, in the form of bonuses or raises, but it is not always possible to increase the pay of employees – as a way of motivating them. This is particularly the case, due to the adverse financial situation facing many companies and institutions (Dow, 2012). However, money is not the strongest and not the only source of motivation. Recognition, which is the practice of congratulating an employee or acknowledging their input and good performance, empowers them by making them feel happier about themselves and their performance, which triggers improved performance. Recognition lies at the subconscious desires of all individuals; making them feel appreciated and valued for their contribution as an employee and for their uniqueness as a people who make a difference triggers their suppressed abilities (Dow, 2012). Valuing workers implies that the employer sees them as individuals that contribute towards the overall accomplishment and the goals of the company. When an employer makes his employees feel appreciated, he pushes them to pursue doing well and ensuring that their input and contribution will continue to be appreciated (Dow, 2012). Appealing to the human need for recognition makes employees to take more interest in the performance of their job, which contributes to the overall success of their organization. In many cases, when the employees of an organization are happy about their job, they are more likely to serve their customers well, which contributes to further success for the organization (Dow, 2012). The critical need played by money and recognition shows that employees are motivated by both money and recognition; therefore employees should offer both – so as to increase employee satisfaction. 3. The three qualities of a good leader that strengthen customer service abilities include being visionary, humility and integrity. Being a visionary leader implies that the leader can picture the future needs of the customer, as well as ways of addressing the needs in a better way. The vision of the leader should basically be clear on the changes to be implemented and the good traits to be maintained (Miller, 2013). The vision should be exciting for the customer as well as the leader, and should act like a map on the service they should offer to the customer. By having a vision, a leader is more capable of visualizing the present and the future needs of the customer, and in return, they adjust their product or service outlook to improve the service offered (Zenger, et al., 2012). Humility is a leadership trait that balances off the decisiveness and the strength of the leader. On the part of the leader, it is a show that they are able to notice the values of others and acknowledge them without feeling threatened or showing their superiority in return. This trait also allows the leader to accept their mistakes and where necessary to seek the help of others, while at the same time giving credit where it is deserved (Zenger, et al., 2012). This quality improves customer service because it allows the leader to communicate with customers in a way that makes them feel comfortable, and where they are wrong; they acknowledge their mistakes, which demonstrate the importance of the customer (Miller, 2013). Through humility, the customer is offered audience, which is an important aspect of customer service. The third leadership quality that improves the customer service of a leader is integrity, which refers to the honesty of the leader – whether they are interacting with outsiders or insiders. In customer service, a leader who can keep their word never disappoints customers, therefore always improves the service of customers (Zenger, et al., 2012). 5. Customers are very important to any business or organization, mainly because they are the main contributor to the success of the organization’s business activities. Maintaining customer relations is very important for any organization, mainly because repeat business can be viewed as the backbone of the sales of a business; selling helps to offer the certainty of continuing business and also offers the revenue sources needed to keep the operations and the functions of the business going (Figallo, 1998). The reasons as to why repeat business is so important to the business includes that they offer indications to the business, that their services or goods meet the need they are offered to do. Secondly, repeat business is likely to bring in more customers for the business; therefore it shows the business that their customers are advertisers among other customers (Barnes, 2000). Maintaining customer relations is very important to a business, because it guarantees the owners of the business that their dependence on customers will bear fruits. By failing in the area of customer relationships, the business will be in darkness about the levels to which their customers are satisfied and loyal to them, therefore it serves like a warning sign that they could lose their customers one after another (Barnes, 2000). Customer relationships are maintained because they offer the communication channel, over which the organization explores changes in the needs of its customers and the future needs that can help it improvise for higher business growth. Customer relations are an important aspect of business; because it does not cost the business as much as it would cost them to look for a new customer, and also guarantees the business that they have market knowledge and information from the available customers (Barnes, 2000). 6. Client relationships monitoring and management is very important to the success of businesses of all sizes. Running a business does not start and reach its end after the business makes a single sale. This is the reason as to why the business owners and the employees running it need to learn the ways of ensuring that the customers return for more goods or services, which will help the business to compete in the competitive setting. First of all, the success of any business is hinged upon the story told on their website, where the business is likely to offer some information that catches the attention of a visitor of the website – whether they visited by mistake or on purpose (Timm & Jones, 2004). For example, a story of the way that the business started can capture the attention of potential customers searching for information on starting a business – whether in the present or the future. After catching the attention of the buyer or the potential customer, the business can be guaranteed that mention of their business will interest the customer; therefore the business will be more likely to keep their loyalty in the present and in the long term (Figallo, 1998). Social media technologies are helping businesses to keep communication between them and their customers going, which increases their trust among customers. For example, by posting new information about upcoming products and statistics that may be appealing to the customer over media like facebook and YouTube offers business a passive channel for re-advertising to customers. Such media technologies also give customers the illusion that they are acknowledge by the business, which increases the probability of keeping their loyalty (Figallo, 1998). Thirdly, mailing lists and visitor responders personalize the message that a customer receives, and that makes an impression on them, which is able to keep them loyal to the business. For example, many businesses send the customers newsletters and daily quotes over e-mail, which captures their loyalty (Timm & Jones, 2004). References Barnes, J. (2000). Secrets of Customer Relationship Management: It's All About How You Make Them Feel (1st Edition). London: McGraw-Hill Companies. Dow, T. (2012). Employee Motivation: It’s not about the money. New York: Write Consultants, Inc. Figallo, C. (1998).Hosting Web Communities: Building Relationships, Increasing Customer Loyalty, and Maintaining A Competitive Edge. New York: Wiley. Lilley, R. (2013). Dealing with Difficult People (Creating Success) (Second Edition). London: Kogan Page. Miller, M. (2013).The Heart of Leadership: Becoming a Leader People Want to Follow, Unabridged edition. Ashland, Oregon: Blackstone Audio. Timm, P., & Jones, C. (2004). Technology and Customer Service: Profitable Relationship Building (NetEffect Series). Upper Saddle River, NJ: Prentice Hall. Zenger, J., & Folkman, J., et al. (2012). How to Be Exceptional: Drive Leadership Success By Magnifying Your Strengths. London: McGraw-Hill. Read More