Answer to Question 1 He exceeded customer expectations and competitors' offers. Taking over the phone numbers of defunct competitors was an act of genius. giving salespeople the power to make decisions to make the sales Focusing on customer needs. etc Cross-Cultural Management
Cross-Cultural Management 11 Answer to Question 1 • He exceeded customer expectations and competitors' offers. Taking over the phone numbers of defunct competitors was an act of genius. Giving salespeople the power to make decisions to make the sales. Focusing on customer needs, etc
Question 2 and its answer Do you believe that Chris zane endorses the concept that the customer is king"? Support your position with examples Answer- Letting customers browse, giving away items to meet customer needs, hiring knowledgeable sales people who help and advise. etc 12 Cross-Cultural Management
Cross-Cultural Management 12 Question 2 and its answer • Do you believe that Chris Zane endorses the concept that the "customer is king"? Support your position with examples. • Answer- Letting customers browse, giving away items to meet customer needs, hiring knowledgeable sales people who help and advise, etc
Total Quality Management Continuous improvement Employee empowerment Accurate measurement · Customer focus Overall quality 13 Cross-Cultural Management
Cross-Cultural Management 13 Total Quality Management • Continuous improvement • Employee empowerment • Accurate measurement • Customer focus • Overall quality
Question 3 Is Chris Zane a socially responsible employer? does your opinion change when you consider some of the socially responsible actions he takes has helped him achieve a 700 percent return on investment? 14 Cross-Cultural Management
Cross-Cultural Management 14 Question 3 • Is Chris Zane a socially responsible employer? Does your opinion change when you consider some of the socially responsible actions he takes has helped him achieve a 700 percent return on investment?
Arguments for Social Responsibility Puplic expectations Lonig-ruini profits d Erical opligation Puplic relarions image Berrer ervirorrmenr 15 Cross-Cultural Management l
Cross-Cultural Management 15 Arguments for Social Responsibility Public expectations Long-run profits Ethical obligations Public relations image Better environment