SALES AND CUSTOMER SERVICE MANAGEMENT [MGT 2268]

Our academic experts are ready and waiting to assist with any writing project you may have. From simple essay plans, through to full dissertations, you can guarantee we have a service perfectly matched to your needs.

GET A 40% DISCOUNT ON YOU FIRST ORDER

ORDER NOW DISCOUNT CODE >>>> WELCOME40

SALES AND CUSTOMER SERVICE MANAGEMENT [MGT 2268]
Term Paper Guidelines – Professor O’Neill
Background
The term paper is a comprehensive, semester-long project. Students will complete this project according to the steps described below and elsewhere on BlackBoard. This written project is your major course contribution, and is an opportunity to synthesize, solidify, and expand your learning.
Students will individually write and submit a research paper featuring an in-depth analysis of the customer service and professional selling effectiveness of a selected organization, e.g., a corporation, company, firm or association. Ideally you should select an organization in which you have a particular interest. Your written analysis must include your own recommendations to improve organizational results though improved customer relationships, professional selling and sales management approaches.
This project will incorporate important concepts and frameworks introduced throughout the course and will demonstrate the student’s ability to understand and properly apply strategic concepts in real-life contexts.
Parameters & Guidelines
Parameters and guidelines for the strategic assessment are as follows:

  • ·  Select an organization, e.g., a corporation, company, firm or association (ideally, an organization which you have some interest in joining) for in-depth analysis of their customer service and professional selling functions.
  • ·  The research report should be 10 to 15 pages (double-spaced) with well documented references.
  • ·  This research should incorporate a wide array of data sources that cover all different aspects of sales and customer service in detail and that suggest meaningful recommendations to the company.
  • ·  Data sources may include: internet, newspapers, trade magazines, library sources, industry analysis, analyst reports, focus group discussions, customer interviews, employee interviews, executive interviews, mystery shopping, ghost shopping, customer surveys, social media analysis, online community analysis, etc.
  • ·  Project should be well organized and follow the content and structure guidelines

outlined in this document.

  • ·  The paper must be organized using section headings that are in bold and underlined.
  • ·  An electronic copy of the project must be submitted by the deadline via SafeAssign, and a stapled, print copy must be submitted to the Professor in class on the due date.
  • ·  All sourcing and citations must be provided using the APA format (no MLA).
  • ·  Work must proceed according to the timetable below.

Updated January 2018
SALES AND CUSTOMER SERVICE MANAGEMENT [MGT 2268]
Term Paper Guidelines – Professor O’Neill
Research Report Structure
This structure is to help you get started and think further about the organization and content of your term paper. You may adapt this structure as appropriate for your research report, but you are advised to include analysis of all of the following sections:

  1. Introduction: Organization Background and Context

For your selected organization, discuss:

  • ·  the industry/industries in which it competes
  • ·  its products and/or services
  • ·  the distribution channels it uses to get its products and services to its customers
  • ·  its competition, especially in terms of sales and customer service approaches
  • ·  how its organizational vision and strategies have influenced its sales and customer

service management.

  1. Analysis of Personal Selling and Sales Management Approaches
    • ·  Does the organization sell in a manner that engenders customer trust? How?
    • ·  What type buyers are involved? With what needs? What is the buying process?
    • ·  Analyze the sales communication process, its methods and effectiveness.
    • ·  How strategic is the organization in its sales prospecting and presentations?
    • ·  What objections and resistance are encountered? How, and how well, are they

overcome?

    • ·  How does the sales function develop and enhance customer relationships?
  1. Analysis of Customer Service Behaviors

2.1 Analysis of Organizational Systems, Policies &Culture

    • ·  Does it have a customer centric organization culture? Why or why not?
    • ·  Is it providing sufficient resources for customer service?
    • ·  Are its policies customer friendly?
    • ·  Does it have a proper reward system in place?
    • ·  Does it have a good quality control system in place?

2.2 Analysis of Individual Actions

    • ·  What behaviors of the front-line people matter the most?
    • ·  How does it train and empower front-line people to better serve customers?
  1. Analysis of the Use of Data and Technology for Sales & Customer Service
    • ·  Is the organization mining data to personalize its offerings?
    • ·  How is it using social media and technology to better serve its customers?
    • ·  How is it collecting customer feedback? Is that productive? Is it using the

negative feedback to its benefit? How?

    • ·  How is it dealing with customer churn or employee churn? Is it trying to boost

retention and loyalty? How?
Updated January 2018
SALES AND CUSTOMER SERVICE MANAGEMENT [MGT 2268]
Term Paper Guidelines – Professor O’Neill

  1. Analysis of Customer Turnoffs
  • ·  What are the real customer turnoffs? Is the organization aware of the real customer turnoffs? How is it handling them? How should it handle them?
  • ·  Are data and technology being employed to help minimize customer turnoffs? How?
  • ·  What do customers expect from the organization? Is it able to meet or exceed those expectations?
  1. Recommendations
  • ·  What recommendations would you make for your selected company to improve its sales and customer service? Be specific. How do you propose those recommendations be implemented?
  • ·  If your recommendations are successfully implemented, what do you expect would be the consequences for the organization and its customers?
  1. Conclusion

In this section you should synthesize all the facts, opinions, and analyses you have presented, and offer your conclusions about sales and customer service at your selected organization.

  1. References (Works Cited)

Term Paper Timetable
The timetable you must follow in completing this project is shown in the chart below.

Week(s) Tasks Submission & Assistance Deadline
2-4 Conduct preliminary research. Reflect on term paper topic. Select organization. Utilize library resources. Monday, January 8-22
5 Finalize organization choice. Begin identifying source material. Conduct in-depth research on background and context of selected organization. Utilize library resources.
Submit organization selected for term paper in specified manner.
Monday, January 29
6 Continue with source identification and organization research. Write draft of Organization Background and Context Utilize library resources.
Seek ASC assistance as needed.
Monday, February 5

Updated January 2018
SALES AND CUSTOMER SERVICE MANAGEMENT [MGT 2268]
Term Paper Guidelines – Professor O’Neill
7
Continue with source identification and organization research. Write draft of Personal Selling & Sales Management Approaches
Utilize library resources.
Seek ASC assistance as needed.
Monday, February 12
8
Continue research. Write draft of
Analysis of Customer Service Behaviors
Utilize library resources.
Seek ASC assistance as needed.
Monday, February 19
9
Continue research. Write draft of
Use of Data & Technology for Sales and Customer Service.
Utilize library resources.
Seek ASC assistance as needed.
Monday, February 26
10
Continue research. Write draft of Customer Turnoffs Analysis.
Utilize library resources.
Seek ASC assistance as needed.
Monday, March 5
11
Write draft of Recommendations and Conclusions.
Seek ASC assistance as needed.
Monday, March 12
12
Compile Works Cited page and put all document sourcing in APA format. Write a brief introduction to your paper. Rework writing to result in near final draft.
It is highly recommended that students who need writing help should work with the Academic Support Center to improve their paper’s clarity, organization, and writing mechanics.
Monday, March 19
13
Complete and submit Term
Upload via SafeAssign and
Monday,
Paper in final form.
hand in print copy in class.
March 26
 

Our academic experts are ready and waiting to assist with any writing project you may have. From simple essay plans, through to full dissertations, you can guarantee we have a service perfectly matched to your needs.

GET A 40% DISCOUNT ON YOU FIRST ORDER

ORDER NOW DISCOUNT CODE >>>> WELCOME40

 

 

Posted in Uncategorized