Case Study Scenario You are running a computer shop and providing the following services: Accessories and parts for computers Assembled computers Computer repairing services Installing software Various Notebook brands Network set-up You have been operating the business successfully for 2 years since it was established and obtained many loyal customers, including business customers. In the last 2 years, you hired 5 sales representatives, and they received base salaries plus incentives based on their sales. Therefore, you established the following policies and procedures about customer service. All customers must be treated equally. In the case where the customers visit our shop without an appointment, the first-come, first-served rule always applies regardless of their status and purchasing capacity. For price dealing, the selling price can be negotiated, but a maximum 7% discount of price tags or listed prices on the website can be given. For referral customers through existing customers, the same discounts must be given to the referral customers. For example, customer A referred a friend, customer B, and if customer A received a 5% discount on the price, the same discount rate must be given to customer B. Otherwise, we will break rapport with our customers. All sales representatives must notify warranty terms and periods of each product or service. You have recently realised that the sales volume has slightly decreased in the last 6 months. Because the quality of the products has not been changed, you have decided to conduct a customer survey to identify and investigate the reasons for the decrease in sales.

Question 3: From the survey, you have also identified the following facts:

92% of the customers want to get their computers assembled by a technician at their residential home.

Most of the customers want to have a backup computer provided from us while the computer is being fixed or repaired and if it takes more than 1 day.

The customers want to get advised about the warranty period of our on-site services, such as repairing, networking, etc.

The customers want to get all products boxes opened up in front of them or at their residential home and to check whether products seals are valid.

You are required to establish the sales guidelines for your employees about the delivery of your computers and services to your customers. In the sales guideline, customer feedback must be reflected. Moreover, according to the internal policy, a computer loan (lending a backup computer) is not possible due to many issues, such as insurance matters, privacy matters, etc.