Case Study: Fields Auto Group

Project Description: Read about Fields Auto Group of your textbook and also online. 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.

Instructions for Journal Entries:

Part I: Describe a key event, decision, responsibility, challenge, or issue that occurred during your work week 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 of the week.

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.

• Reference Chapter 4, pages 131-139,and list three strategies you can use to communicate verbally or non-verbally with your customers.

IMPORTANT: Please provide as much detail as possible. You will not be given credit if your answers are incomplete. You should make it a point throughout your work week to take notes so that it will be easier for you to write your journal entries.