INTERNAL EXAMINATION: NOV 2020

MBA Batch 2019 – 21: Semester - III

Subject Code: 18JBS313 Subject Name: Sales Management

Duration: 1 hour 30 minutes Marks 25

SECTION –A
1. Answer all Three Questions - Compulsory: 3X5 = 15 Marks
a. Explain the steps involved in selling process. Describe the need to follow these steps. (3+2)
b. Describe the different methods used in sales forecasting. Explain the importance of sales forecasting
(3+2)
c. Explain different types of sales quotas. Describe the benefits of these sales quotas. (3+2)

SECTION-B

Case Study 10 Marks

Rainbow Paints Ltd: Customer Service

Rahul Sharma, sales supervisor, Rainbow Paints Ltd., was concerned to receive two complaints
within two hours from two key business customers. He was considering carefully how to handle
these customer complaints, and ensure prompt and effective customer service.

Rahul received the first call from the purchase executive of C.G. Ltd., a rough low pitch voice, “We
are terribly upset about your product. Why should your paint peel off within three weeks of
application on our machines? I want to know how soon you would take care of this problem.” Rahul
expressed his sincere regrets, took the details of the address of the customer premises, and
promised to send somebody immediately. By the time he made arrangements to send the customer
service person to C.G. Ltd., the second client Voltas Ltd. Rang up.

“Mr. Sharma, my paint applicator is having health problems like allergy, coughing and sneezing
because of your paint. Can you send somebody immediately to resolve the health related
complaints?”

“Yes Sir, I will do the needful soon” said Rahul and took the details of the client.

Rahul was thinking what could be the possible causes of these two customer complaints. The
problem of peel off of paints might be due to wrong specification of the paint, which did not match
with the customer requirements. Would it be the company’s (Rainbow Paint’s) responsibility, if the
customer employed unskilled, untrained, low-cost, local, paint applicants? The second customer
Voltas Ltd; might have asked the same kind of local paint applicants, who perhaps were negligent of
the safety matters.
Rahul wondered why their clients did not ask for skilled and trained paint applicants, which the
company recommended. What steps should be taken so that such complaints are minimised or
eliminated. If not, the word-of –mouth publicity would affect the company’s sales and profitably

Questions:

1. Describe the issues and problems in the case. (3 Marks)

2. Suggest an action plan to Rahul. (4 Marks)
3. Develop a process for handling customer complaints in future. (3 Marks)