CHAPTER INDEX
APPENDIX 3 Questionnaire
APPENDIX 3
How to complete the questionnaire:
You can mark each response with across using a pen (not a pencil) or by filling in the required words or numbers.
Section One
In this section you will find a list of demographic criteria. Please mark the appropriate answer with an X.
1.Job Titleor Position.
(1) (2) (3) (4) (5) (6) Specify:
General New Automark Service Parts Other
Manager Vehicle Manager Centre Dept
Sales Manager Manager
Manager 2. Please state your age?
I Years
I
3. What is your gender?
I
(1) Male:4. What is your highest qualification?
(2) Female:
(1) (2) (3) (4) (5)
High/Secondary Senior Post Gr 12/ 3 year Post graduate School Certificate StiO Diploma or qualification (Below Gr 12 (Gr 12 St Certificate Degree
St 10) 10)
5. How many years have you been employedin the motor industry?
I
YearsI
6. In which dealershipare you based?
(1) (2) (3) (4) (5) (6) Specify:
Bloemfontein Welkom Kroonstad Klerksdorp Kimberley Other
7. DId you achIeve your first quarter (Endmg Sept. 2006) sales performance targets?
I
Yes I_N_O _Section Two
In this section you will find a list of documents that serves as evidence of certain management activities. Please indicate how often you consult or update the following sources of information in your daily marketing decision-making. Please mark the appropriate answer with an X.
(1) (2) (3) (4) (5)
Never Once Per Every Every Weekly
year Six month / Daily
Months 8.
Mission, vision and value statements
9.
Competitor and market analysis or reports.
10.
Marketing and sales strategies and action plans
11.
Staff performance appraisals, training, development and
succession planning
12.
Flowcharts for main customer and inter departmental
processes 13.
Minutes of customer focus group meetings
14.
CRM / Database marketing schedules
Section Three
Listed in this section are managerial principles that describe certain marketing
management activities. Indicatehow often you use the relevant managerial principle in your daily managerial activity. Please mark the appropriate answer with an X.
(1) (2) (3) (4) (5)
Never Once Every Every Weekly
Per year Six month /Daily Months
15.
Gather information from customer groups on what their product and service needs and wants are.
CO/MKI
16.
Establish customers judgements on our products and services according to credibility, relevance,
uniqueness and superiority
CO/BE2
17.
Determine customer feelings and preferences and what excites them about the service and product
offering
cO/RJ
18.
Determine how customers want the relationship to be managed.
SRfMK4
19.
Determine what satisfies, dissatisfies and builds their loyalty to the firm
SRJBE5
20.
Creating, building and maintaining strategic supply chain relationships.
SRfSR6
(1) (2) (3) (4) (5)
Never Once Every Every Weekly
Per year Six month !Daily Months
21.
Stimulate innovation and creativity in order to create new value components for the customers.
LlMKlO
22.
Involved with corporate citizenship, community support and managing public concerns.
LlBEll
23.
Leading staff by creating opportunities for them and facilitating dialogue with them.
LlRl2
24.
Assessing performance against operational goals.
FNMK13
25.
Determining the usage frequency, buying behaviour patterns and user profiles of every market segment.
FA/BEl4
26.
Communicating business performance with key supply chain partners.
FA/Rl5
27.
Use business information to re-align and redirect resources or to re adjust performance expectations.
S/MKl6
28.
Develop new marketing action plans and timelines and allocate marketing resources where needed.
SIBEl7
29.
Communicate plans to staff, ask ideas and find out in which way plans affect them.
SlRlS
(1) (2) (3) (4) (5)
Never Once Every Every Weekly
Per year Six month !Daily Months
30.
Develop marketing knowledge through formal learning, reading, studying or attending seminars,
presentations or group discussions.
EMlMK19
31.
Arranging market presence, awareness and exposure through sales force activities.
EMlBE20
32.
Improving the quality of staff by giving feedback, counselling and recognition.
EMJR21
33.
Managing and analysing main and supportive customer's processes.
PMlMK25
34.
Managing the marketing process of sales, advertising, publicity and promotions according to efficiency, effectiveness, frequency and consistency.
PMlBE26
35.
Maintaining customer relations by managing follow up disciplines, contact intervals and loyalty building
interactions.
PMJR27
Section Four
In this section focuses on 7 management principles. A short definition of each is provided explain their full meaning. We need to know two things:
a) How important would you rate each management principle as a business management tool used to influence your marketing decision making.
b) How satisfied you are with your current effectiveness in that particular field.
Please mark the appropriate answer with an X.
IMPORTANCE RATING SATISACTION RATING
Leadership Style 36 37
Analyse information, identify
vision &values, share power I 2 3 4 5 1 2 3 4 5
with employees, develop people, and manage corporate
citizenship.
Factual analysis: 38 39
Gather info, analyse and
interpret, create new criteria, 1 2 3 4 5 1 2 3 4 5
communicate finding to all stakeholders
Strategic Planning: 40 41
Use employee input and
business data to establish new 1 2 3 4 5 1 2 3 4 5
challenges and relocate resources and focus
Employee management: 42 43
Promote cooperation, initiative,
innovation skills team 1 2 3 4 5 1 2 3 4 5
development training education feedback, compensation
recognition
Process management: 44 45
Defined processes, analyse
operational efficiency and 1 2 3 4 5 1 2 3 4 5
effectiveness apply better methods tests, actions, audits,
inspections and controls
Customer focus: 46 47
Use research tools customer
segmentation competitor 1 2 3 4 5 1 2 3 4 5
analysis understand customer value accommodate changing customer needs, expectations demands customer complaints
Strategic relationships: 48 49
Obtain positive referrals obtain
feedback from all business 1 2 3 4 5 1 2 3 4 5
partners have in and out bound communication visibility, good public relations and relationship
maintenance
Section 5.
50. What are your managerial developments needs?
List these aspects and elaborate on them shortly, continue on back of page if necessary.
1
2
3
4
5
Thank you for taking the time to complete the questionnaire. Your participation is highly valued. your time to fill in this questionnaire and to participate in this research.