13. The Marketing Plan Coach software on the text Web site includes a sample marketing plan for Hillside Veterinary Clinic. Look through the “Implementation” section.

a. Does the plan say anything about how Hillside will handle complaints? What could Hillside do in this area?

b. How could Hillside break down its sales and performance analysis? What type of analysis would you recommend? How could this be used to provide control for the marketing plan?

c. What type of cost analysis should Hillside do? How could this be used to provide control of the marketing plan?