Situation $1$:

Jagan is at the outlet$$s veranda listening to how another sales person handled a

customer$$s complaint. He receives a call from one of the old customers of the outlet.

The telephonic conversation goes as follows:

Customer: $$From $$Shape$-$up$$ Gym, I am Raghav speaking... Two months back, I

purchased this treadmill from you for our gymnasium located at the city$$s east and

now it is causing some problem... till now whatever gym equipments we purchased

from you had no problems of any kind$$

Jagan: $$Please tell me your problem Sir...$$

Customer: $$See$,$ actually I can fix the problem... I know some people who can do it

very easily... but that$$s not my point... I need to know why the machine caused

problem.$$

Jagan: $$You tell me your problem Sir, and then we will fix it for free...$$

Customer: $$I am not having a problem; your machine has a problem$$

Jagan: $$I will come at your place Sir, tell me your exact problem so I can note it down

and solve it as soon as possible$$

Customer: $$I can solve the problem... I need to know whether the treadmill comes

with a guarantee period and why a brand new machine is causing this problem$$

Jagan: $$I will come over there Sir and if it$$s possible, I will bring a technical member

from my team along with me$...$

Customer: $$No Thanks for your help... I will speak to your Boss about the treadmill$$s

inefficiency!$$

Jagan: $$Wait$...$ let me know what I can do for... $...$

The call is dropped and Jagan is unclear as to what he must do next. Should he call

back the customer on the same number as appearing on his mobile or should he find

out if he can trace the customer information from the sales records of the last two

months or should his superior know about this incident? The customer appeared to

be in a hurry and didn$$t even tell about the problem. Jagan also wondered about how

Tarun would react to this kind of call.

Situation $2$:

Tarun is busy entering some information into the sales records. He is asked to pick

up a call from the superior$$s office and following conversation takes place:

Customer: $$Is this Keep Fit?$$

Tarun: $$Good evening Sir, yes it is$...$ May I know your name Sir?$$

Customer: $$Who am I speaking to$?...$ I am Jonathan from Lance Sports Club$$

Tarun: $$Mr$.$ Jonathan, this is Tarun and I am a sales executive at Keep Fit... you can

tell me your concern Sir,$$

Customer: $$I had placed an order for $7$ pairs of weight plates, $6$ pairs of dumbbells,

and $2$ exercising bikes $$ one upright and also $2$ treadmills and volleyball$$

Tarun: $$I am listening Mr$.$ Jonathan$$

Customer: $$Yes$,$ good, now according to price$-$list, it says $3$ treadmills, $3$ exercising

bikes, $6$ pairs or weight plates, $6$ pairs of dumbbells.... the thing is number of items

mentioned in the bill are completely wrong$$

Tarun: $$Just tell me the Bill Number and I will get back to you Jonathan... But, how

many items have you received in actual numbers?$$

Jonathan: $$Well$,$ that$$s the problem... I have received the same numbers as I placed

in the order... but, the bill and the list says wrong numbers... and only that volleyball

is not received$$

Tarun: $$Okay$....$ Just see on the top left of your list... you will find the Bill Number...

please tell me that...$$

Jonathan: $$There is no Bill number in this...$$

Tarun: $$Please check it once again... there is a bill number mentioned at the top left

or top right or somewhere at the top... Okay... tell me the date of the bill and your

order placement date atleast$$

Jonathan: $$No$,$ it$$s alright, there must be a mistake... we will sort it out during the

payment$$

Tarun: $$Mr$.$ Jonathan... Please co$-$operate and tell me the bill number or the date so

that I can verify it in the sales records and check the invoices also$$

Jonathan: $$No$,$ that$$s okay... do not bother about it$...$ we will confirm later...$$

Tarun: $$Listen Mr$.$ Jonathan, I can just.... $...$ But, before Tarun tells anything more,

the customer has cut off the call. Tarun feels uneasy about the conversation. He was

being so helpful and wanted to clarify the figures but it looked like the customer was

not interested to do so$.$ Should he follow up on the customer after finding out the

necessary details or should he just keep quiet till the customer raises the issue once

again? Should he tell this to his superior? He tried to imagine Jagan$$s way of tackling

these types of customers.

Note:

In both the situations, the salespersons have not met the customers personally. In

Situation $1,$ Jagan is dealing for the first time with one of the old customers of the

outlet. In Situation $2,$ Tarun had spoken to some other member of the sports club

previously.

Questions:

Question $1$:$-$ Identify the approach $($plus points and negative points$)$ of the two

salespersons in the above situations and make a comparative analysis.