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Executive Summary
This report provides an analysis and evaluation of the current
Water situation in urban and rural areas of most of the country.
Methods of analysis either calculations include ratios of water
pollutions. All calculations can be found in the appendices. Results
of data analyzed show that all ratios of water pollution (dirty
water). In particular, comparative performance is poor in rural
areas of most of the Countries.
Water pollution is the contamination of water bodies (e.g.
lakes, rivers, oceans, aquifers and groundwater). This form of
environmental degradation occurs when pollutants are directly or
indirectly discharged into water bodies without adequate treatment
to remove harmful compounds.
.
How many people have died from drinking dirty water?
 More than 3.4 million people die each year from water,
sanitation, and hygiene-related causes. Nearly all deaths, 99
percent, occur in the developing world. Lack of access to
clean water and sanitation kills children at a rate equivalent
of a jumbo jet crashing every four hours.
How many people do not have access to clean water?
 783 million people do not have access to clean water and
almost 2.5 billion do not have access to adequate sanitation.
6 to 8 million people die annually from the consequences
of disasters and water-related diseases
The EPA has estimated that up to 3.5 million people become ill
from contact with raw sewage from sanitary sewer overflows each
year. Many public health experts believe the number of illnesses
caused by untreated sewage
Situational Analysis
 Overview of the Water Sector
 Available Water Resources
 Usage of Water
Overview of the Water
The main source of surface water in Pakistan is the Indus River
and its tributaries, all of which are perennial and have their
origins in the mountains. The sources of supply of water to these
rivers are glacial melt, snowmelt, seepage from geological
formations and the run-off generated by seasonal rains in the
watershed areas.
The graph shows percentage of water consumption by an average
family in Pakistan. And think if the water being used is dirty. Then
the whole above mentioned process will collapse.
Available Water Resources
The main sources of electricity generation in Pakistan are
Hydropower, Furnace Oil, Gas, Coal and Nuclear. Among these,
Hydropower is the only renewable source; the others are mainly
fossil fuels. Hydra power is also the least expensive form of
electricity. The potential for hydropower generation is of the order
of 40,000 MW.
 Hydropower
 Furnace Oil
 Gas
 Coal
 Nuclear
Usage of Water
Pakistan is country where about half the workforce is related
to agriculture and need water as their main raw material.
Water has played a very significant role in the economic
development of the nation. Water is also essential for
hydropower production, which is of crucial importance for
the development of energy sector in Pakistan. Water is also
the basic ingredient for urban and rural water supply,
industrial and mining needs, and sanitation and wastewater
disposal. Hence role of water is directly linked with the
quality of life and the precursor for the essential functions in
a developing economy.
 Drinking
 Washing
 Agriculture
 Industries and in many more ways water is used.
Market Needs:
H20 Industries possess good information about the market and
knows a great deal of information about the wide range of
potential customers. This information will be used to generate
strategies that will allow us to make understanding with our
customers, their specific needs, and the most effective ways to
communicate with them.
 Selection: This industry has a wide variety of potential uses
and H20 Industries will be able to offer solutions to everyone.
 Flexibility: H20 Industries must be able to work with each
customer's individual needs.
 Customer Service: Exemplary customer support is required
since purified water is such an important variable for the
customer's business.
Market trends:
One notable trend in industries is to outsource. Chief financial
officers analyze the costs of producing something in-house
versus the costs of farming it out. Water purification is no
exception.
Market Growth:
The market growth percentages used in the market analysis table
were obtained from various articles appearing in Ultrapure Water,
the definitive journal of high-purity water. Specific articles can be
located from an index on this website, www.talloaks.com. This is
the complete analysis of market trends about water purification
production.
This graph shows the market trending and growth of product
company to company wise. Large companies have more trending
then small companies. That is due to more development in
Product and less market rates compared to small and other
companies.
Market Demography:
This demography shows how people are living their life and tend
to change their daily life with our product.
The Company:
As per the company the product launched has vast usage and is
being progressed rapidly. So the company has to make different
strategies to make its way to top in customer’s mind. The
objective of the company to make its product best in every
aspect. And for that purpose our analyst are working in the best
way they can to read people’s choices about our product.
Mission:
 Our objective is to make product not only for some people
but for all people.
 Our product is built for best purification alert.
Vision:
 Pure water for everybody.
 Well developed and clean country to live in.
 Our vision is making a revolutionary product to change
mankind.
 To make changes in advancement of technology towards
mankind.
Product objective:
 Better and clean water to drink.
 Safe and easy way to select healthy and hygienic water.
 In reach of everybody.
 Quality product in cheap price.
Product offering:
 Safe and easy product
 Quality assured and quality checked product
 Product well defined by the standards.
 Product fulfilling customer needs and wants.
 A product you can trust on.
Positioning:
As mention in our tagline/slogan “We are trusted not to
compromise”. We are trusted not compromise with any kind of
mistake with our product towards our customer not in quality or
in any other possible way. We have a relation of trust with our
customer we are not a company we are a safe and healthy family.
And we don’t want anything to happen with our bond towards our
customers.
PESTEL Analysis:
Political
1. Changing regulation of surrounding
water purification and marketing
actions.
2. Government stability in new
emerging technology
Economic
1. Awareness and knowledge of
changing technology and economic
growth rates
2. Changing consumer budgets, rise of
the cost conscious consumer.
Social
1. Changing consumer attitudes –
move towards healthier products in
line with government initiatives.
2. Changing lifestyle – return back to
home and get clean water to drink
3. The need to adapt to different
cultural settings i.e. language,
religious beliefs and family
settings.
Technological
1. E-commerce as a platform for
development.
2. Moderate design to attract
customers
3. Safe technology shock and fire proof
Legal
1. Changing nature of regulation.
2. Need to adhere to global
regulations and changes across
different international markets
Environmental
1. Increased attention directed
towards.
2. Environmental concerns from
consumers including concerns over
packaging/recycling and
manufacturing.
SWOT Analysis
The following SWOT analysis Best describe the key strengths and
weaknesses of the product and describes the opportunities and
threats being faced by the Product.
Strengths
 A very strong service-based company culture.
 The ability to meet customer's particular needs.
 An already existing customer base.
Weaknesses
 The need for significant capital for equipment.
 Large expenses required for the development of a comprehensive
dealer network.
 Difficulty in establishing brand equity.
Opportunities
 Participation in a growing market.
 The huge diversification of potential customers.
Threats
 Changes in technology that could affect companies that are
heavily invested in current technology.
 Future/potential competition from a large company that decides
to take a more flexible approach to meeting customer's needs.
This SWOT process analysis is core procedure of market analysis.
That brings up market strategies according to present market.
And a brief analysis of what is going on out there.
Customer Analysis:
 Behavioral Analysis (Customer Buying Criteria)
 Behavioral Analysis (Purchase Process and Patterns)
Behavioral Analysis (Customer Buying Criteria):
Identifying the Customer:
First of all we need to
distinguish our customer to which category he lies whether he is
a target market or a first time user. After knowing this we have
to design a plan for him to suit his particular needs. Then we
need design a product a product that he needs for his particular
needs. A product that is reliable for him to meet his desires. We
develop a product that implants an everlasting good impression
on customer mind. A regular customer wants an effective product
to buy.
Define Needs:
Now we have to define what kind of technology
we define for our customer in order to meet his needs. The
technology that comforts him most in his daily life.
Behavioral Analysis (Purchase Process and Patterns):
Purchase Process:
The process tells us about his gender and his
buying pattern how he manages his expenses in buying and
whether he chooses brand or quality.
Purchase patterns:
A purchase pattern tells how he buys the
product from his previous experience. Whether he has the
potential to choose carefully between a quality product or just
product.
Competitor Analysis
Price Reduction:
It’s clear that Kent water purifying
company are following a cost reduction exercise as they
continue to outsource both their manufacturing to China
and have undergone a recent redundancy program here in
the United States. This could indicate an upcoming price
war, as they are reducing their cost.
Quality product:
Kent water purifying company is leading
the pack thanks largely to the success they have had in
producing a high quality product and pricing it at a cost
below our own to manufacture. Their weakness is in mass
producing their products, which doesn’t allow for any
customization as all have been sourced out of China.
Turnover in market:
The shift in the industry seems to be
effectively dividing the market in two. There is a large
number (majority) that are seeking cost effective options,
and Company ABC is positioning itself for fierce
competition.
What we are offering:
We are offering a price reductive,
quality assured and pain free product to our customer
keeping in mind our competitors Product. So, that we
maintain our position in market.
Direct Competitor:
Kent Purifier Company is in direct
competitions with our company because of its similar
product line. Its shares in markets are as same as ours. And
we both are working to make product that suits our
customers.
Indirect competitor:
Aqua FINA is our indirect competitor
Because of its production line it produces its product with
similarities to our but in low scale. So for some time we
don’t have to get bother from AQUA FINA.
Marketing Strategy
Value Proposition:
Your body is 75% water meaning
you are not just what you eat; you are what you drink.
If you truly care about your health you will drink high
quality alkaline mineral water. Alkaline water really
works. Therefore we provide with quality product that won’t
bypass any dirt without scanning.
Marketing Objectives:
Our objectives are to create product
that satisfies everybody and that is in reach of everybody.
We don’t just sell we make relations as said before therefore
we make best efforts to provide comfort to mankind. We
want to revolutionize the market with our product.
Target market strategy:
We also offer or product on demand
for some specific companies or industries and there will be
no compromise of any kind of mistake our product as we
offer.
Branding:
As our company has a brand name
so in the market we have reputation that we deliver the
best. And we trusted not compromise.
Marketing Mix
Product Marketing:
We have our marketing analysts to
figure this out for the company. We usually market using
social media, electronic media and through pamphlets.
Price Marketing:
Our company has a very tough
competition in the market therefore we offer our product
with a competitive and controlled price. We also give
coupons and other services to our regular buyers.
Per Unit Cost:
Cost per unit is a measure of a
company's cost to build or create one unit of product. We
have a variety of product to. So we choose Unit price of each
product very carefully so that everybody can enjoy our
product at low price.
Breakeven Point:
The point at which total of fixed
and variable costs of a business becomes equal to its total
revenue is known as break-even point (BEP). At
this point, a business neither earns any profit nor suffers
any loss. Break-even point is therefore also known as no-
profit, no-loss point or zero profit point. Therefore we have
analyst working hard to measure such accurate point.
Sales forecast:
We don’t have a very long life of
our company therefore we have to forecast our company’s
future very carefully in order to maintain company’s brand
and position. In this way we can forecast our yearly
customer increment and product line to increase.
Place:
Our company is going to launch
and has launched many customer help Center to facilitate
customer and to make better understandings between
customers and the company. In these help they can also
experience new products and we also give coupons to our
regular customers.
Promotion:
We mostly promote our website
on social media and electronic media. We are also on
facebook, linkd In and twitter. We also advertise through
pamphlets and brochure to inform customer about our
upcoming or new product.
Public Relation:
We have hired many talented
PR officers (Public Relation) to better the relation between
company and customer and to facilitate him in every
possible way we can.
Web marketing:
We have also launched our
online order system so that customer can directly contact us
online and place his/her order. And on the launch we also
provide free delivery and assemble service to first 200
customers.
Social media Promotion:
We also advertise on social
media. Because now-a-days people mostly use social media
services to interact with other people therefore we have
started social media promotion too.
Sales plan/strategy:
We have very highly
talented sales plan analyst to devise new ways of sales. And
we are sure to increase our product sales by working on
some tactics and adopting new ways of sales.
Controls:
To maximize the return on
a marketing plan, there need to be controls in place to
monitor the plan's progress. As a marketing plan moves
along, the controls are constantly analyzed to determine
how the plan's actual performance is.
Implemetations:
Once we are confident you
have a thorough, comprehensive marketing plan for our
business, We take steps to implement the actions outlined in
the plan.
1. Inner Communication.
2. Knowing our end goal.
3. Monitoring our progress.
4. Making adjustments.
5. Seeking expert advise.
Key to success:
Our key to success is not
to compromise in our product and quality. We deliver best
and we are in line to produce a barnded quality products.
Marketing research:
We have skilled personal
to work and gather data of customers for further processing
and to acquire customer data for making techniques to
comfort customers.
CRM Plans:
Customer Relationship
Management is an information industry term for
methodologies, software, and, usually, Internet capabilities
that help an enterprise manage customer relationships in an
organized way. We have established help centers to manage
customer relations to improve our relation between them.
Recommendation:
Due to the customer
complaint and the lack of guidelines to prevent untrained
sales staff from serving customers, the following
recommendations are made concerning compensating the
customer, staff training, monitoring new staff, and revising
the guidelines.
Compensation:
Given that the
customer has justifiably complained, we should give him his
money back, and, to maintain goodwill, give him a single-
use voucher worth 5% of the price of the original goods to
encourage him to continue his relationship with our
company.
Staff Training:
In the light of the
customer's complaint that our salesperson recommended
the wrong product to him, we should ensure that all sales
staff complete their product training before serving
customers. This guideline should be in our staff manuals and
procedures.
Monitoring New Staff:
In order to reduce
the possibility of new salespeople making incorrect
recommendations to customers, they should always be
accompanied by an experienced salesperson for the first
month of their service. This guideline should also be in our
staff manuals and procedures.

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Water and marketing needs, wants & demands

  • 1. Executive Summary This report provides an analysis and evaluation of the current Water situation in urban and rural areas of most of the country. Methods of analysis either calculations include ratios of water pollutions. All calculations can be found in the appendices. Results of data analyzed show that all ratios of water pollution (dirty water). In particular, comparative performance is poor in rural areas of most of the Countries. Water pollution is the contamination of water bodies (e.g. lakes, rivers, oceans, aquifers and groundwater). This form of environmental degradation occurs when pollutants are directly or indirectly discharged into water bodies without adequate treatment to remove harmful compounds. . How many people have died from drinking dirty water?  More than 3.4 million people die each year from water, sanitation, and hygiene-related causes. Nearly all deaths, 99 percent, occur in the developing world. Lack of access to clean water and sanitation kills children at a rate equivalent of a jumbo jet crashing every four hours. How many people do not have access to clean water?  783 million people do not have access to clean water and almost 2.5 billion do not have access to adequate sanitation. 6 to 8 million people die annually from the consequences of disasters and water-related diseases The EPA has estimated that up to 3.5 million people become ill from contact with raw sewage from sanitary sewer overflows each year. Many public health experts believe the number of illnesses caused by untreated sewage
  • 2. Situational Analysis  Overview of the Water Sector  Available Water Resources  Usage of Water Overview of the Water The main source of surface water in Pakistan is the Indus River and its tributaries, all of which are perennial and have their origins in the mountains. The sources of supply of water to these rivers are glacial melt, snowmelt, seepage from geological formations and the run-off generated by seasonal rains in the watershed areas. The graph shows percentage of water consumption by an average family in Pakistan. And think if the water being used is dirty. Then the whole above mentioned process will collapse.
  • 3. Available Water Resources The main sources of electricity generation in Pakistan are Hydropower, Furnace Oil, Gas, Coal and Nuclear. Among these, Hydropower is the only renewable source; the others are mainly fossil fuels. Hydra power is also the least expensive form of electricity. The potential for hydropower generation is of the order of 40,000 MW.  Hydropower  Furnace Oil  Gas  Coal  Nuclear Usage of Water Pakistan is country where about half the workforce is related to agriculture and need water as their main raw material. Water has played a very significant role in the economic development of the nation. Water is also essential for hydropower production, which is of crucial importance for the development of energy sector in Pakistan. Water is also the basic ingredient for urban and rural water supply, industrial and mining needs, and sanitation and wastewater disposal. Hence role of water is directly linked with the quality of life and the precursor for the essential functions in a developing economy.  Drinking  Washing  Agriculture  Industries and in many more ways water is used.
  • 4. Market Needs: H20 Industries possess good information about the market and knows a great deal of information about the wide range of potential customers. This information will be used to generate strategies that will allow us to make understanding with our customers, their specific needs, and the most effective ways to communicate with them.  Selection: This industry has a wide variety of potential uses and H20 Industries will be able to offer solutions to everyone.  Flexibility: H20 Industries must be able to work with each customer's individual needs.  Customer Service: Exemplary customer support is required since purified water is such an important variable for the customer's business. Market trends: One notable trend in industries is to outsource. Chief financial officers analyze the costs of producing something in-house versus the costs of farming it out. Water purification is no exception.
  • 5. Market Growth: The market growth percentages used in the market analysis table were obtained from various articles appearing in Ultrapure Water, the definitive journal of high-purity water. Specific articles can be located from an index on this website, www.talloaks.com. This is the complete analysis of market trends about water purification production. This graph shows the market trending and growth of product company to company wise. Large companies have more trending then small companies. That is due to more development in Product and less market rates compared to small and other companies.
  • 6. Market Demography: This demography shows how people are living their life and tend to change their daily life with our product.
  • 7. The Company: As per the company the product launched has vast usage and is being progressed rapidly. So the company has to make different strategies to make its way to top in customer’s mind. The objective of the company to make its product best in every aspect. And for that purpose our analyst are working in the best way they can to read people’s choices about our product. Mission:  Our objective is to make product not only for some people but for all people.  Our product is built for best purification alert. Vision:  Pure water for everybody.  Well developed and clean country to live in.  Our vision is making a revolutionary product to change mankind.  To make changes in advancement of technology towards mankind. Product objective:  Better and clean water to drink.  Safe and easy way to select healthy and hygienic water.  In reach of everybody.  Quality product in cheap price. Product offering:  Safe and easy product  Quality assured and quality checked product  Product well defined by the standards.  Product fulfilling customer needs and wants.  A product you can trust on.
  • 8. Positioning: As mention in our tagline/slogan “We are trusted not to compromise”. We are trusted not compromise with any kind of mistake with our product towards our customer not in quality or in any other possible way. We have a relation of trust with our customer we are not a company we are a safe and healthy family. And we don’t want anything to happen with our bond towards our customers.
  • 9. PESTEL Analysis: Political 1. Changing regulation of surrounding water purification and marketing actions. 2. Government stability in new emerging technology Economic 1. Awareness and knowledge of changing technology and economic growth rates 2. Changing consumer budgets, rise of the cost conscious consumer. Social 1. Changing consumer attitudes – move towards healthier products in line with government initiatives. 2. Changing lifestyle – return back to home and get clean water to drink 3. The need to adapt to different cultural settings i.e. language, religious beliefs and family settings. Technological 1. E-commerce as a platform for development. 2. Moderate design to attract customers 3. Safe technology shock and fire proof Legal 1. Changing nature of regulation. 2. Need to adhere to global regulations and changes across different international markets Environmental 1. Increased attention directed towards. 2. Environmental concerns from consumers including concerns over packaging/recycling and manufacturing.
  • 10. SWOT Analysis The following SWOT analysis Best describe the key strengths and weaknesses of the product and describes the opportunities and threats being faced by the Product. Strengths  A very strong service-based company culture.  The ability to meet customer's particular needs.  An already existing customer base. Weaknesses  The need for significant capital for equipment.  Large expenses required for the development of a comprehensive dealer network.  Difficulty in establishing brand equity. Opportunities  Participation in a growing market.  The huge diversification of potential customers. Threats  Changes in technology that could affect companies that are heavily invested in current technology.  Future/potential competition from a large company that decides to take a more flexible approach to meeting customer's needs. This SWOT process analysis is core procedure of market analysis. That brings up market strategies according to present market. And a brief analysis of what is going on out there.
  • 11. Customer Analysis:  Behavioral Analysis (Customer Buying Criteria)  Behavioral Analysis (Purchase Process and Patterns) Behavioral Analysis (Customer Buying Criteria): Identifying the Customer: First of all we need to distinguish our customer to which category he lies whether he is a target market or a first time user. After knowing this we have to design a plan for him to suit his particular needs. Then we need design a product a product that he needs for his particular needs. A product that is reliable for him to meet his desires. We develop a product that implants an everlasting good impression on customer mind. A regular customer wants an effective product to buy. Define Needs: Now we have to define what kind of technology we define for our customer in order to meet his needs. The technology that comforts him most in his daily life. Behavioral Analysis (Purchase Process and Patterns): Purchase Process: The process tells us about his gender and his buying pattern how he manages his expenses in buying and whether he chooses brand or quality. Purchase patterns: A purchase pattern tells how he buys the product from his previous experience. Whether he has the potential to choose carefully between a quality product or just product.
  • 12. Competitor Analysis Price Reduction: It’s clear that Kent water purifying company are following a cost reduction exercise as they continue to outsource both their manufacturing to China and have undergone a recent redundancy program here in the United States. This could indicate an upcoming price war, as they are reducing their cost. Quality product: Kent water purifying company is leading the pack thanks largely to the success they have had in producing a high quality product and pricing it at a cost below our own to manufacture. Their weakness is in mass producing their products, which doesn’t allow for any customization as all have been sourced out of China. Turnover in market: The shift in the industry seems to be effectively dividing the market in two. There is a large number (majority) that are seeking cost effective options, and Company ABC is positioning itself for fierce competition. What we are offering: We are offering a price reductive, quality assured and pain free product to our customer keeping in mind our competitors Product. So, that we maintain our position in market.
  • 13. Direct Competitor: Kent Purifier Company is in direct competitions with our company because of its similar product line. Its shares in markets are as same as ours. And we both are working to make product that suits our customers. Indirect competitor: Aqua FINA is our indirect competitor Because of its production line it produces its product with similarities to our but in low scale. So for some time we don’t have to get bother from AQUA FINA. Marketing Strategy Value Proposition: Your body is 75% water meaning you are not just what you eat; you are what you drink. If you truly care about your health you will drink high quality alkaline mineral water. Alkaline water really works. Therefore we provide with quality product that won’t bypass any dirt without scanning. Marketing Objectives: Our objectives are to create product that satisfies everybody and that is in reach of everybody. We don’t just sell we make relations as said before therefore we make best efforts to provide comfort to mankind. We want to revolutionize the market with our product. Target market strategy: We also offer or product on demand for some specific companies or industries and there will be no compromise of any kind of mistake our product as we offer.
  • 14. Branding: As our company has a brand name so in the market we have reputation that we deliver the best. And we trusted not compromise. Marketing Mix Product Marketing: We have our marketing analysts to figure this out for the company. We usually market using social media, electronic media and through pamphlets. Price Marketing: Our company has a very tough competition in the market therefore we offer our product with a competitive and controlled price. We also give coupons and other services to our regular buyers. Per Unit Cost: Cost per unit is a measure of a company's cost to build or create one unit of product. We have a variety of product to. So we choose Unit price of each product very carefully so that everybody can enjoy our product at low price. Breakeven Point: The point at which total of fixed and variable costs of a business becomes equal to its total revenue is known as break-even point (BEP). At this point, a business neither earns any profit nor suffers any loss. Break-even point is therefore also known as no- profit, no-loss point or zero profit point. Therefore we have analyst working hard to measure such accurate point.
  • 15. Sales forecast: We don’t have a very long life of our company therefore we have to forecast our company’s future very carefully in order to maintain company’s brand and position. In this way we can forecast our yearly customer increment and product line to increase. Place: Our company is going to launch and has launched many customer help Center to facilitate customer and to make better understandings between customers and the company. In these help they can also experience new products and we also give coupons to our regular customers. Promotion: We mostly promote our website on social media and electronic media. We are also on facebook, linkd In and twitter. We also advertise through pamphlets and brochure to inform customer about our upcoming or new product. Public Relation: We have hired many talented PR officers (Public Relation) to better the relation between company and customer and to facilitate him in every possible way we can. Web marketing: We have also launched our online order system so that customer can directly contact us online and place his/her order. And on the launch we also provide free delivery and assemble service to first 200 customers.
  • 16. Social media Promotion: We also advertise on social media. Because now-a-days people mostly use social media services to interact with other people therefore we have started social media promotion too. Sales plan/strategy: We have very highly talented sales plan analyst to devise new ways of sales. And we are sure to increase our product sales by working on some tactics and adopting new ways of sales. Controls: To maximize the return on a marketing plan, there need to be controls in place to monitor the plan's progress. As a marketing plan moves along, the controls are constantly analyzed to determine how the plan's actual performance is. Implemetations: Once we are confident you have a thorough, comprehensive marketing plan for our business, We take steps to implement the actions outlined in the plan. 1. Inner Communication. 2. Knowing our end goal. 3. Monitoring our progress. 4. Making adjustments. 5. Seeking expert advise. Key to success: Our key to success is not to compromise in our product and quality. We deliver best and we are in line to produce a barnded quality products.
  • 17. Marketing research: We have skilled personal to work and gather data of customers for further processing and to acquire customer data for making techniques to comfort customers. CRM Plans: Customer Relationship Management is an information industry term for methodologies, software, and, usually, Internet capabilities that help an enterprise manage customer relationships in an organized way. We have established help centers to manage customer relations to improve our relation between them. Recommendation: Due to the customer complaint and the lack of guidelines to prevent untrained sales staff from serving customers, the following recommendations are made concerning compensating the customer, staff training, monitoring new staff, and revising the guidelines. Compensation: Given that the customer has justifiably complained, we should give him his money back, and, to maintain goodwill, give him a single- use voucher worth 5% of the price of the original goods to encourage him to continue his relationship with our company.
  • 18. Staff Training: In the light of the customer's complaint that our salesperson recommended the wrong product to him, we should ensure that all sales staff complete their product training before serving customers. This guideline should be in our staff manuals and procedures. Monitoring New Staff: In order to reduce the possibility of new salespeople making incorrect recommendations to customers, they should always be accompanied by an experienced salesperson for the first month of their service. This guideline should also be in our staff manuals and procedures.