Ensuring Compliance and Managing Customer Complaints in British Gas
Added on 2019-09-24
11 Pages2606 Words168 Views
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Table of ContentsIntroduction................................................................................................................................2The Legal, Regulatory and Social Requirements Pertaining to the Sales Function...................2Managing the Sales Function in compliance with Legislation..................................................5Dealing with non-compliance....................................................................................................7Conclusion..................................................................................................................................8References.............................................................................................................................9
Managing Responsible SellingIntroductionSelling is one of the important functions of the organization. Responsible selling is one method through which organizations are improving the satisfaction level of the customers. The policies and procedures guiding them help to build the trust and confidence required by the customers of the industry. The company which has been chosen here for analysis is British Gas. By analysing the sales function in the company we would be able to appreciate the importance of adherence to the policies and legal requirements guiding sales.The Legal, Regulatory and Social Requirements Pertaining to the Sales Function.AC 1.1 The sector which has been chosen here is Energy Supply Market. The sales related legal and regulatory requirements and Codes of practice in this industry are as follows:The organization should ensure that only the suitable sales agents should be engaged.The organization should ensure that the sales agent receive the training as indicated inEnergySure (Thomas, 2014).All the sales agents should be registered must be registered on EnergySure Database.All the sale support material used by the sales agents should not give any misleading information.The sales agents should make calls only between 9am and 8 pm. The sales agents must comply with all the license and legislative obligations.The sales agents should explain the provisions of supply so that they understand what they are committing to.These code provide a clear guidance for the members to conduct the sales activities. They also help to improve the confidence of the consumers (Bagnoli & Watts, 2002). The company under review is British Gas. It provides energy supply services to its customers.The sales team of the company performs to this code and follow high standards of adherence.Some of the important codes of the company include:All the sales agents of the company must follow high levels of ethics and integrity while dealing with the customers.
The sales agents of the company cannot make any false promises for pushing the sales.There is no targets for sales which the sales agent need to fulfil.The sales agents of the company must follow the values and culture of the organization.They need to report all the breach to their managers and senior managers for immediate action.AC 1.2 It is important for the sales people to understand the principles of Contract Law as it indicates about keeping the promises without the effect that there is something in writing. The verbal contract in which British Gas enters with its customers is about the quality of its products. The company indicate verbally to its customers, that the oil and gas as supplied by the company is of superior quality. This verbal contract of the company confirm with the principles outlined above as the products of the company is of superior quality. Thus the company do not make any misrepresentation, or false claims to the customers (Brown, 2007). It also adheres to the principle of contract law as the customer receive goods as described by the company.The verbal contract of the company is taken seriously and the quality of the products are improved in a manner which is one of the best in the industry. In this way the company maintains high standards and compliance with the Contract Law.This part is fine, except it requires more elaboration.AC 1.3 The meaning of ‘misrepresentation’ while selling, is the intended misrepresentation made by the seller in order to enter into the contract with the buyer. Thus false statements are made to attract the buyers.SWOT Analysis of British GasStrengthsThe company is one of the leader organizations in its sector.WeaknessThe company is facing issues with the source of gas as the reserves are depleting around the world.
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