Arden, a sales manager for a Best Buy electronics store, is putting together a training seminar for his sales force. He wants to use the five dimensions of service quality to emphasize the importance of follow-up in the selling process. Provide an example of each of the five service quality dimensions that Arden could use in training his Best Buy sales staff.
What will be an ideal response?
Answers will vary, but Arden's five dimensions could include:
Reliability: Sell people what they want or need, not what is most profitable or available.
Responsiveness: When a customer walks in with a problem, fix it promptly.
Assurance: Show and explain Best Buy's guarantee policy to customers.
Empathy: Assure customers they are not stupid if they cannot follow the setup directions. Walk customers through the problem-solving process. Give them your extension number to call if they get stuck putting something together.
Tangibles: Dress neatly and keep the sales floor looking clean and orderly.
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