WIL PROJECT CASE STUDY ORIENTATION

Week 9

Applicable VLOs for This Weeks Case Study

10. Apply effective interpersonal skills.

Brief Introduction to This Weeks Case Study

One of THE TENDER TOUCH company stores is experiencing a decline in sales. This is an unusual trend, in the current strong economy. Linda the general manager, decides to visit this store, observe it, and resolve this issue.

This Weeks Detailed Case Study Information

On Friday morning, Linda received a report from the accounting department, about stores profitability. All of THE TENDER TOUCH company stores are profitable except one store which is located in Ajax. The Ajax store is experiencing a decline in sales, despite the good economic conditions. Ajax store is the only store that has negative profitability. Linda decides to investigate this unusual issue. She decides to visit this store and observe what is happening there.

The following Monday, Linda visits the Ajax store, and observes the operations for a whole day. Linda, is looking for patterns which affect profitability, and customer experience. At the end of the day, Linda sat down and started looking at his notes. She realized that certain issues should be resolved in order to improve the store performance.

The most important observation for the day was the sales process. While roaming around the store, Linda noticed several issues related to sales. She looks at his notes, and starts thinking about the situation, which is described below:

A client came in to the Ajax store, around lunch time, seeking help in choosing a certain product. The client was immediately approached by a salesman from the TENDER TOUCH store. The salesman started talking about various products, without even greeting the client. The client tried to explain what she needs, but every time the client started a conversation, she was cut off by the salesman, whom was eager to sell the product. Linda noted, that the salesman spent most of his time talking about the product, she did not break the ice, did not ask the clients questions. The client got frustrated and did not buy any products. The salesman was not happy about the experience too.

Linda, realized that this behaviour, is not appropriate, especially in the retail industry. So, she decided to analyze the problem, and then offer solutions to Ajax store.

Deliverables, Format and Marking Scheme for This Weeks Case Study

Your task is:

1% analyze the case, did the salesman utilize effective interpersonal skills? Why?

2% identify which interpersonal skills she lacks.

2% role play a presentation with your teammates, applying the interpersonal skills identified in the case above. Do not forget to apply effective interpersonal skills.

Note: assume any missing information and incorporate it in your case. Clearly state your assumptions in your submissions. Sum up your findings in a one-page word documen