Handling Customer Frustration in General Motors
In preparing SLP 5, please respond to the following questions which direct you to consider customer frustration and how the company you are auditing handles that frustration.
- List and describe ways that potential or prospective buyers are FRUSTRATION with your company or its products or services.
- How does your company try to AVOID pre-purchase buyer frustration?
- How does PROMOTION deflect potential or prospective buyer frustration? In terms of your answer to this question, note the similarities and differences between how your company handles potential or prospective buyer frustration and how Jet Blue handled potential or prospective buyer frustration.
When finished, submit the combined SLP5 and SLP1-2-3-4 by the module deadline.
SLP Assignment Expectations
In preparing your SLP5; you need to demonstrate your learning of the concepts and frameworks for analysis outlined in the modular learning objectives. In particular, are expected to:
Explain how changes in the economic environment affect the criteria used to evaluate alternatives and the weights placed on those criteria.
Note that this assignment does NOT require you to prepare a detailed essay. Use section headings for each of the first 7 topics and the 4 topics indicated above followed by a discussion of each designated topic.
SLP5 should be 2-3 pages added to SLP1-2-3-4, which should be revised in line with your core professor’s comments.
The Company and Its Competitive Position
NAME and ADDRESS
MISSION
GENERAL OBJECTIVES
CUSTOMERS
PRODUCTS
MARKETS
COMPETITORS
PROCUCT STRATEGY: DISCRIMINATE and/or GENERALIZE
Environment
ENVIRONMENTAL FACTORS THAT AFFECT PRODUCT PURCHASE
CHANGE IN SALES
DOWNTURN
COMPETITIVE POSITION OF PRODUCTS BASED ON ENVIRONMENTAL FACTORS
Promotion
TYPES OF PROMOTION
USED
RECOMMENDED
NON-TRADITONAL PRODUCT PLACEMENT
Factors used in listing, weighing, and selecting
MODEL OF THE DECISION-MAKING PROCESS
FACTORS
WEIGHTS ON THE FACTORS
Handling Frustration
SOURCES OF FRUSTRATION
COMPANY AVOIDS FRUSTRATION
PROMOTION DEFLECTS FRUSTRATION
Answer Preview-Handling Customer Frustration in General Motors
