1st place winner at 2011 FBLA-PBL National Leadership Conference – Orlando, FL
Case study:
The Human Resource/Marketing Managers (judges) for The Wedding Company have hired (you) a professional management team. The Wedding Company is an established tuxedo and bridal store located in a large city near a busy shopping area. The slow economy has not affected the bridal industry as much as other industries, but the company is still concerned with maximizing profits and creating loyal customers. The Human Resource/Marketing Managers (judges) have called upon your professional management team for advice to improve sales associate relations and motivation, and determine whether to continue offering an alteration guarantee to create loyal customers. They also would like for your team to create a code of ethics for their sales associates when relating to commission and customer service.
Competition among bridal sales associate is fierce. Often, multiple sales associates approach the same customers for possible sales; this leads to arguments among associates over commission, and ultimately lost sales. The Wedding Company sales associates are expected to be bridal attire experts who know how clothing should look and fit properly. Store managers have noticed that sometimes sales associates are so anxious to complete a sale that they are not totally honest with customers. Customers are sometimes sold clothes that don’t look or fit well. The policy at The Wedding Company is “free alterations on all orders.” Most sales associates are not eager to help customers who need alterations, because they feel that the time taken to size the orders for alterations reduces their sales of new clothing. The store managers feel that the “free alterations on all orders” guarantee creates loyal and satisfied customers and positive word-of-mouth marketing. As a team, you must present a strategy that improves both customer service and sales associate relations. This presentation should include a code of ethics for sales associates.
THINGS TO CONSIDER
• Examine the value of the “free alterations on all orders” guarantee
• Consider strategies to minimize disagreements between sales associates
• Analyze strategies to motivate employees to help with alterations
• Consider strategies to achieve maximum sales with the best service
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