Strategic Sales and Sales Management Paper

 

 

SCENARIO

You are the new National Sales Manager for Elite Golfers, which is a high-end business-to-consumer golf equipment and apparel provider. The company has multiple locations including Augusta, GA, Scottsdale, AZ, Malibu, CA, and Palm Beach, FL.

You are hiring a Customer Service Representative (CSR) for the Palm Beach, FL location. Your Customer Service Representatives are also salespeople, as your company combines the roles of salespeople and customer service representatives. The idea behind this is that buyers feel taken care of by their CSR who assists them with their golfing equipment and apparel needs. Elite Golfers has found that this approach of integrating sales and customer service has been effective in driving sales and creating long-term relationships with the buyers that lead to repeat sales.

INSTRUCTIONS

In preparation for your interviews, you are writing out the key points you want to mention when meeting with the Customer Service Representative candidates. Address the following in a 2-3 page Word document.

• Explain why your company sees customer service and sales as equally important.
• Summarize how your customer service employees are integrated into the company’s sales strategies.
• Discuss what customer service skills and expertise you are looking for in the candidate who will be offered the position.
• Describe 3 types of sales and/or customer service technologies that stores use that the Customer Service Representative will be expected to learn.