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Analyzing Critical Elements of Sales Interactions- Building Loyalty through Effective Service Blueprints

Analyzing Critical Elements of Sales Interactions- Building Loyalty through Effective Service Blueprints

Sales interactions happen in different situations, including marketing, purchase, and customer service. These three instances where the employees of an organization interact with clients matter because they dictate the future for the entity. The main elements of a sales interaction include proactivity, obtaining feedback, personalization, problem-centered, and transparency (Alamaki & Kaski, 2015). Proactivity is important because it entails anticipation of clients’ needs and shaping the vision or solution. Each client has a problem/need that they would like to solve. Thus, salespeople should look out for these gaps (Cheung, 2015). The sales interaction is unique to each client.

Transparency is important because it builds loyalty. Suppose a client encounters a problem with a product after service and contacts customer service. In that case, they expect the company to fulfill their promise regarding damages and malfunction that occur due to factors other than damage by an individual. If the company’s representative resolves this issue as highlighted during marketing and purchase, the client will likely refer friends through word of mouth and become a repeat client. In addition, the client expects the company to deliver the promises made during the marketing phase even after purchase. Obtaining feedback is also important because it shapes the service or product improvement process when acted upon.

The diagram shows the processes that go into single customer interaction; based on how well the staff members are trained in these interactions, the easier it is to achieve all the goals. The management is responsible for equipping the staff members with the necessary skills and knowledge to complete tasks. If an organization fails to conduct this task, it sets itself up for failure.

References

Alamaki, A., & Kaski, T. (2015). Characteristics of Successful Sales Interaction in B2B Sales Meetings. International Journal of Social, Education, Economics and Management Engineering, 9(4), 1037-1042.

Cheung, M. (2015). The 3 Ps of Successful Sales Interactions.

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Question 


Review the articles below and the content in this week’s readings and videos and conduct internal and external research on operations blueprints and sales transaction models.

Analyzing Critical Elements of Sales Interactions- Building Loyalty through Effective Service Blueprints

Analyzing Critical Elements of Sales Interactions- Building Loyalty through Effective Service Blueprints

How to make effective service blueprints. Gilson, N. (2020, Aug) miro.com
What Is a Service Blueprint?: Designing a Seamless Service Process. Pugh, M. (n.d.) Lucidchart.com

Use your research and the resources described above to complete the following activity:

Analyze the sales interaction:

What are the critical elements?

Which of these elements focuses on building loyalty? Explain why.

Develop a diagram to reflect your model. Use the tools available under the Insert tab in MS Word to prepare your diagram.

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