Question

As part of their sales training, the staff at Penny Stores is encouraged to build personal relationships with the store's patrons. Apart from receiving product training, the staff is taught to follow a scripted sales process wherein they must greet the customers, introduce themselves, and enquire about their purchase. They are also encouraged to engage in casual conversation with the customer. In a recent survey conducted by the marketing department, it was revealed that customers were dissatisfied with the level of service at Penny Stores. Which of the following, if true, best explains this situation?
A) Customers come to Penny Stores to make high-involvement purchases.
B) The training period for the staff is three weeks long.
C) Penny Stores offers an extensive range of consumer products.
D) Customers associate superior service with efficiency and not friendliness.
E) The staff at Penny Stores is friendly but not familiar.

Answer 1

Answer:

D) Customers associate superior service with efficiency and not friendliness.

Explanation:

In the given scenario of Penny Stores sales people are encouraged to build a relationship with the customer by following a scripted sales process.

They must greet the customer, introduce themselves and inquired about their purchase.

Staff are also encouraged to engage in casual conversation with customers.

The aim of this strategy is to create an atmosphere of friendliness.

However a survey conducted shows customers are dissatisfied.

It shows that customers do not appreciate the effort of staff at being friendly, but rather they prefer efficient service delivery.