Good Sales Management Class Case 7.1/Tasti-Fresh Bakery Products Case Study Example

Tasti Fresh bakery products have been well known for their product quality and have a positive brand reputation about their service excellence, honesty and integrity among their customers. The company sales manager recently faced complaints from a top customer regarding the inferior services provided by a sales executive – Curt Stanford. The sales manager needs to confront Curt and investigate the cause behind his sudden erratic behavior and also suggest possible solutions to address the problem.
- In my view, Laurel should confront Curt and should have an informal discussion about the personal circumstances and company work profile in order to initiate a conversation with Curt and understand if there are any issues that may be affecting him at professional or personal level in the company.
If I had been the sales manager, I would have confronted Curt directly and would have had an informal discussion with Curt regarding his job profile and personal circumstances or issues. I would have brought up the issue in a very light manner so that Curt does not take it too seriously or against him and on a manner that he gets an idea about the situation. I would also ask Curt if he needs a break for some time to sort out issues at his personal level. This strategy shall be suitable as it will not be offensive for Curt and the message shall also be conveyed.
- Laurel should speak to Janice so that she can get a fair idea about the situation. She should apologize for the inconvenience caused to her as customer satisfaction is the top priority for the organization. Janice is a regular and an important customer for the company.
- In case Curt has personal problems, Laurel can recommend a paid vacation to Curt so that he can first address his personal problems and later join back to concentrate on his work. In the meanwhile Laurel can appoint a new sales representative to deal with Janice and serve her in the best possible manner.