1. You Are the Sales Manager of an Electrical Goods Distributor. One Day You Receive a Telephone Call from a Very Good Long Term Customer Regarding the Changed Behavior of One of Your Senior Sales Representatives. Your

In this kind of circumstance, as a sales manager I will apologize to the customer who complaint about the senior Sale Representative of mine in the phone. Moving on, I will try and make an appointment with the customer and meet the customer in personally in order to further understand and investigate the entire situation by listening carefully from the customer. I will analysis the complains from the customer and try to interpret the circumstance and come out a solution to correct the situation immediately. At last, I will inform the customer that I will take action and discuss the situation with the sales representative and discipline him or her appropriately. Or the other way round, I will ask the customers how they would like their complaint resolved. This is to understanding what the customer wants us to do. By doing this I can ensure that the customer will not go after about the complains and still can maintain the good relationship with the customer.

After that, I will call up the sales representative, talk with him or her personally and understand the whole entire problem and situation of the sales representative. Either, the problem is from customer or the sales representative personal issues. Again, I will find out the main problem from the sales representative. What if the problem is come from the sales representative, find out some solution to motivate him instead of punish him or her. If wanted to make any punishment, take considerate of the employee’s history when determining how to discipline him or her. However, in this situation is better to give the sales representative a chance to correct his or her mistake, and I can continue to observe him or her from his or her following sales performance. If there is no improvement of the sales representative, then I can request Human Resource Department to issue a warning letter to him or her, and also put a note in his personal file for future references. After the warning letter has been issued, if he or...