EXTRA CREDIT!

In small groups, create a BUSINESS that provides a PRODUCT or SERVICE. Think about the
product or service that your BUSINESS provides, and how it might affect your employees and
customers. Consider the TYPES OF GOODS OR SERVICES this BUSINESS sells and the ways
CUSTOMER CONTACT is made—such as by telephone, in person, on the Internet, or by mail.

1. Cre
ate PROCEDURES for employees to follow to calm UPSET CUSTOMERS and solve their
problems. Create a half-page chart listing the procedures. This chart should be SIMPLE.
2. Thi
nk about what types of SALES RESISTANCE your employees might encounter most
often. Create a half-page chart listing procedures to deal with each. This chart should be
SIMPLE.
3. Cre
ate a one-page EMPLOYEE MANUAL section entitled “Handling Difficult Situations” for
your group's BUSINESS. Include POLICIES and RECOMMENDATIONS for the UPSET
CUSTOMERS (Part 1) and SALES RESISTANCE (Part 2) of this project.

Extra Credit!: The Employee Manual!

Possible Your
Description of requirements
Points Points
In your own words, create 2 charts that summarize ways to calm UPSET
CUSTOMERS and deal with SALES RESISTANCE. 35
Wrote a one page Employee Manual section entitles “Handling Difficult 40
Situations” which describes procedures for dealing with UPSET
CUSTOMERS and SALES RESISTANCE.
Overall content has clarity and adequate supporting details 10
Minimum 2 charts and 1 page 5
Project was submitted by due date 10
TOTAL 100

YOUR SCORE: ________

Instructor Comments: