© 2009 South-Western, Cengage LearningMARKETING 1 CHAPTER 6 Automotive Services Marketing Individual Series Event Scenario Quick Stop is a busy gas station/ convenience store. You are the assistant manager for this popular service station. Your task is two-fold—you must convince the owner of the station to repair the gas pumps immediately, and you must create a special promotion to bring back customers to your service station.

© 2009 South-Western, Cengage LearningMARKETING 2 CHAPTER 6 Automotive Services Marketing Individual Series Event Description You will present your proposal to the owner of the service station. Description of the Proposal Write down the main points that you want to emphasize to the owner of the service station. (continued on the next slide)

© 2009 South-Western, Cengage LearningMARKETING 3 CHAPTER 6 Automotive Services Marketing Individual Series Event Description Description of Promotion Plan Outline your plan for a promotion to keep loyal customers coming to your service station. Remember, they are upset about high gas prices and problems with the “pay at the pump” service and inoperable gas pumps. Role-Play Translate what you have learned into effective, efficient, and spontaneous action, demonstrated in a role-play. (continued from the previous slide)

© 2009 South-Western, Cengage LearningMARKETING 4 CHAPTER 6 Automotive Services Marketing Individual Series Event Performance Indicators Evaluated Explain the nature and scope of the product/service management function. Identify routine activities for maintaining business facilities and equipment. Describe the product mix that will be used to meet customer expectations. Explain the nature of positive customer/client relations. Evaluate the customer experience.