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mkt610 GDB 20 Marks 20 dec last date need solution 




In the ensuing paragraphs, three different scenarios for three different customers have been discussed. You are required to go through the three scenarios and answer the discussion questions.

Customer 1: “Oh my mobile phone broke down… It broke down in its warranty period. But I have lost its warranty card… Now I have to pay for its repair…… What is the use? I might as well buy a new one.”

Customer 2: “These knives have not worked at all…… never worked the way as the advertisements have claimed…. I should better get them returned…. But I have lost its receipt”

Customer3: At one of a big departmental store, a young woman was frantically searching her purse for the receipt of a kitchen machine that she was trying to return. She went through several pieces of paper and finally admitted to the sales clerk that she had lost the receipt. Before she could utter the next sentence the sales clerk replied “Don’t worry. We have saved the date of your purchase and other relevant details which will suffice in case you loose the receipt.”

Discussion Question:

Which customer in your view will turn out to be a loyal customer of the company or store from where he has purchased the item? Substantiate your answer with adequate reasoning. Also point out the customers who have chances to be defected?

Topic: Customer loyalty; Customer complaint Handling; Customer Defection

Important Instructions:

1. Your discussion must be based on logical facts.

2. Your comments on the topic should not exceed 500 words.

3. The GDB will remain open for 2 working days/ 48 hours. (Change if more days are allowed)

4. Do not copy or exchange your answer with other students. Two identical / copied comments will be marked Zero (0) and may damage your grade in the course.

5. Obnoxious or ignoble answer should be strictly avoided.

6. Questions / queries related to the content of the GDB, which may be posted by the students on MDB or via e-mail, will not be replied till the due date of GDB is over.

For Detailed Instructions please see the GDB Announcement

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Replies to This Discussion

Please Discuss here about this GDB.Thanks

kindly aj juldi share ker dana gdb ka solution last time kisi ny ni kia or ub light ka b problem start ho gea hai juldi ker dian

yr koi tu upload kr doo solved gdb aj last date hai???

Yar koi to upload ker dy??????????????

Customer no 3 will be a loyal customer due to good response

Customer no 2 will be defective customer due to dissatisfaction through product quality.

MKT610 GDB # 2 solution_Dec 2011 

MKT610 GDB # 2 solution 

Customer no 3 will be a loyal customer due to good response

AND customer no 2 will be defective customer due to miss satisfaction through product quality taht was promised.

tariq sb plz upload karain solution


Customer no 3 will be a loyal customer because his complaint is handled by the staff and he has been given good response as promised and he will not become a defective customer instead he will be a loyal and satisfied customer.Customer no 1 will be angray and he will be defective customer because promises were made to him but not fullfilled when he practically adopted and used the product

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