PM598 – summer 2011 Session B
Negotiation Exercise 1
1) What are the goals of the negotiation from the perspective of each party?
a. The goal of the customer service representative is to ensure the customer is satisfied with their merchandise and to ensure they are a repeat customer as well as nurturing a long term relationship. The goals are to obtain a win-win for the customer and the retail business.
b. The goal from the customers stand point is to have a pleasant return experience and to receive a full refund and or obtain merchandise at a discount for their troubles. From a personal experience managing the customer returns, I found that many customers take an unethical approach when returning merchandise, many items have been worn, do not contain store tags or receipt to prove the merchandise was purchased at your store or are past the return policy dead line and they become very irate when you refer them to the return policy.
2) What are Sara’s goals and objectives in her role as a returns employee?
c. To ensure the customer is experiencing a pleasant return experience and to ensure that she is following the retails return policy. Sara objective is to communicate the retails return policy and ensure the customer understands their options during their return experience. Sara goal is to complete the return process with a win-win outcome for the customer and protect the store from further loss as well as to ensure the customers return experience will encourage his repeat business. In this case study she did not act in the appropriate manner and lost the company tremendous profit against this return, by not complying with the “customer is always right” and obliging with his request to receive a full refund and a apology. Instead she missed the mark in her objective to settle the return process with a win-win outcome and lost the business a profit. The objective is to maintain... [continues]
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