1. © 2009 South-Western, Cengage LearningMARKETING 1 CHAPTER 1 Marketing Management Series Event Description The Marketing Management Series Event consists of a 100-question multiple-choice comprehensive exam and role-plays. The role-play portion of the event requires participants to accomplish a task by translating what they have learned into effective, efficient, and spontaneous action. (continued on the next slide)

2. © 2009 South-Western, Cengage LearningMARKETING 2 CHAPTER 1 Marketing Management Series Event Description Students have ten minutes to prepare their strategy for the role-play and another ten minutes to explain it to the judge. The judge has five minutes to ask questions related to the presentation. (continued from the previous slide)

3. © 2009 South-Western, Cengage LearningMARKETING 3 CHAPTER 1 Marketing Management Series Event Scenario Solid Trust Homes has called upon you to help stop the unfavorable publicity. You must outline a strategy that includes steps to overcome all of the negative publicity that Solid Trust Homes has received. The goal is to create satisfied customers who, through word of mouth, will share positive comments with prospective customers.

4. © 2009 South-Western, Cengage LearningMARKETING 4 CHAPTER 1 Marketing Management Series Event Performance Indicators Evaluated Explain the nature of positive customer/client relations. Demonstrate a customer-service mindset. Explain management’s role in customer relations. Explain warranties and guarantees. Evaluate customers’ experiences.