Case Study

CASE STUDY REPORT


INTRODUCTION

This report seeks to analyse and answer specific questions that allow us to understand the importance of establishing excellent relationships with the customers based on trust and respect, that allow both parts, the customer and the salesperson achieve the objectives. In this report we analyse the first meeting between Sharon Stone salesrepresentative from Plastico, Inc; and her first customer David Kline, materials purchasing manager from a small refrigerator manufacturer looking for determine some of the most relevant aspects that have to be attended in the first meet with the customer.


CASE

Plastico, Inc, is a manufacturer recognized for producing high quality products. Sharon Stone a sales person from thecompany was been assigned to the central Michigan territory, it was her first sales job but she felt confident and eager to start. She had been taking sales course and also completed the company’s training program.

Sharon Stone set up an appointment in her first call; it was with David Kline the materials purchasing manager from a small refrigerator manufacturer at 9:00am the next day. Themorning of the meeting the alarm did not work and Stone was running late and did not arrive for her appointment until 9:10am. Therefore when she arrived, the receptionist told her that Mr Kline was in another meet.

However he did agree to see Stone after his meet. Stone was upset Kline would not wait 10 minutes for her. After all while Stone was introducing herself to Kline she noticedthe office was filled with University of Michigan memorabilia.

Trying to build rapport with Kline how she learned in the training, Stone asked Kline if he went to University of Michigan. He was more than happy to talk about his admiration of the basketball and football teams from the university. After about 25 minutes Stone figured it was time to back talk about business. Stone started todiscusses the benefits of her product, talk about the material compounds, and the process as well. She explained the customizing process, and other features and benefits of the product.

Stone finally asked Kline if he had any questions. He asked her if she had any product samples with her. But because Stone was rushed at morning she left it at home. Then Kline asked about the time fromorder to delivery and knowing it was closer to five weeks, she told him it was about four weeks.

When Kline asked about price, Stone could not explain clearly why her product was slightly higher than the competition. Thereupon Kline thanked her for coming by and told her he would consider her offer. Stone thanked him for his time and departed.



DISCUSSION

Knowingthat to be success in selling depend on the majority of as the salesperson establish, manage, building and keep interpersonal relationship with the customer, could affirm that “Sharon began with the wrong feet”, in her eagerness to begin Sharon forgotten “the primary goal of the relationship strategy that is create rapport, trust, and mutual respect which ensures a long-term partnership”, tofollow the correct “steps” to develop a relationship are fundamentally in the sell world.

“All of us make entrances throughout our business day as we enter offices, conference rooms, or meeting halls. And every time we do, someone is watching us, appraising us, sizing us up, and gauging our appearance, even our intelligence, often, within the space of a few seconds”.

To be on time always,but more important the first time, is one of the most important points in business, because it let the customer see how important is this meet to the salesperson and if the person know how to manage the time, the business and the situation, the customer can be sure and can trust that this salesperson have everything under control, to Kline that Sharon arrived ten minutes late could be an...