Quiz 14: Building Long-Term Partnerships
Misrepresentation of a product stand for the demonstration or delivery of different product to which the customer has agreed to buy from the seller. When misrepresentation of product take place, the customer could refuse to buy the product and could void the contract. Mr. Y is a sales manager at a firm wherein one of the customers is claiming that Y has misrepresented a product and that is why the contract should be cancelled. Y is aware that the customer is facing tough financial conditions, and it is also the fact that Y has not undertaken misrepresentation of product. But if the firm accepts to cancel the contract it would show that misrepresentation of product has actually taken place and it could also lead to dire consequences for Mr. Y and his position in the firm. In this situation, Mr. Y should try to bring the truth to light by providing the proof that misrepresentation of product has not taken place and this is the reason the customer cannot cancel this contract on this basis. He should first of all convince the seniors in the firm and then try to bring this to the customer's notice with proves. And, if even after this the customer does not agrees, the firm should file a case against him. This way all the truth will come in front and will clear all suspicion.
Customer compliant is not at all good for the overall goodwill of the firm and this is the reason why the firm should always strive to work and function in such a way that customer do not find any scope for filing a complaint against a firm and make the firm face loss of its reputation. Mr. Y's firm sells manufacturing equipments and one of the machines sold by it had a control problem which is affecting 20 percent of customers. Before the company could have resolves the problem, several magazines published this glitch and issue with the company's machines. The solution to this problem could be provided by downloading a software from company's website by the customers. This problem could be resolved if a customer brought it up in front of the firm by ensuring that all the customers of this machine are informed about the patch software that could be downloaded by them from the firm's website and could be used to resolve the software issue that the machine faces. This will make the customers satisfied and comfortable in using the machine. In case this issue is brought up by a prospect, then Mr. Y could make the prospect understand the complete situation and the solution that the firm provide din resolving the issue. This will make the prospect to have confidence over the firm and its products. Once the patch was written, Mr. Y would have sent it to all the customers who are the owners of this machine so that the customers who are facing the issue could get the solution for the same, and the customers who are not facing the issue could get a solution in advance and could be made use by them when required. This would have made the customers gain their confidence over the firm.
Customer compliant is not at all good for the overall goodwill of the firm and this is the reason why the firm should always strive to work and function in such a way that customer do not find any scope for filing a complaint against a firm and make the firm face loss of its reputation. It is said that the fair solution that an employee could provide to the customer's compliant might go against the company's policy, but it is certainly not against the ethics or law for that matter. If an employee secretly is capable of providing fair solution to the customer, then it is completely alright, but if he is caught, then he could be terminated from his job. In this situation, Mr. Y will definitely try to find a mid-way at which not only the customer's complaint is resolved but also the company's policies are satisfied. By doing this, Mr. Y will be able to create goodwill for himself in the eyes of both- the customer as well as the firm for which he works for resolving the compliant and issue by conforming the company policy to some extent without making the company to face legal issues. Thus, to conclude it could be said that Mr. Y will find a mid-way and will resolve customer's complaint.