Case Study: Fields Auto Group
Read about Fields Auto Group Case.
Answer the following questions:
1) Have you heard of Fields Auto Group? Have you ever purchased a vehicle from a dealership? Describe your experience. If not, what would be your expectations as a customer?
2) Based on what you have read, how do you think Fields Auto Group strives to be different from other car dealerships? How does this compare to your experience or your expectations when purchasing a vehicle?
3) How does the Fields Auto Group use technology to enhance the customer experience? Cite examples from your research.
Submit one paragraph (3 to 5 sentencesin your own words) per question.
Assignment:
Instructions for Journal Entries:
Part I: Describe a key event, decision, responsibility, challenge, or issue that occurred during your work at your externship that you had some involvement with. You can talk about customer successes, how you may have dealt with a difficult situation, interactions with your co-workers and supervisor, success stories, highs and lows, problems and concerns. Provide at least one example of something you have learned or became better at doing over the course .
Part II:Write a response to the discussion questions below.
Feedback
• Describe a time when you gave or received positive verbal feedback at your externship from either a customer or your supervisor.
• List three strategies you can use to communicate verbally or non-verbally with your customers.