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practice-36 - THE FEASIBILITY OF OFFERING A TOLL-FREE...

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THE FEASIBILITY OF OFFERING A TOLL-FREE TELEPHONE SERVICE Browning Machine Company By Jim Robbins In order to determine the feasibility of providing a toll-free telephone service to Browning Machine’s domestic spare-parts customers, the costs and benefits were evaluated. Incoming telephone call time usage was recorded during the week of November 12-17, 409 domestic customers were surveyed in October and November, and a telephone interview was conducted with an AT&T toll-free representative in October. The criteria used were the costs and benefits of a toll-free service, the value customers place on a toll-free service, and how to tell customers about a toll-free service. COST/BENEFIT ANALYSIS Browning Machine currently uses AT&T as its long-distance telephone carrier. The required toll-free telephone service and cost analysis are based on information from and a telephone interview with AT&T. According to Art Neumann, an AT&T Long-Distance Network Sales Specialist, the service recommended for Browning Machine is AT&T Readyline.
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