Negotiation Exercise 1

Negotiation Exercise #1
1. From your experience with retail returns…
What are the goals of the duologue from the perspective of each party?
What are Saras goals and objectives in her role as a returns employee?
What are the goals and objectives of the customers that she meets in the returns dpt.?
why are they different?
2. From your perspective…
How would you have handled the negotiation pretending…?
Would you have a different approach?
Offer a perspective on how you would handle the negotiations if you were the customer.
A perspective on how you would handle the negotiations as a customer service rep.
The goals and objectives amid the customer and the customer service representative can be objectively be described as satisfying the customers requests in a courteous and in effect(p) manner. The problem with this seemingly efficient methodology is that unsatisfied customers go forth remain unsatisfied if that wholly a customer service representative offers for support. Turban explains this baksheesh with his explanation, he states that Customer service is a series of activities knowing to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation.



(Turban 2002)
As a returns employee, Saras goals and objectives center on satisfying the needs of the customers by giving them what they want, and more. Further, after Sara issues a customers refund, she nowadays recommends a similar item, so as to retain business. She will then offer a 10% discount on the suggested item to further entice customer. In addition, Sara will also try to work probing questions about the interest of the customer into the interaction so that she can advise him or her of future sales in those areas, or direct him or her to exist sales that might not have been effectively advertised.(Course Assignments)
As a customer, Johns goals and objectives include receiving a beneficial refund for the...If you want to get a full essay, direct it on our website: Orderessay



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