Case Study 2 Shown the Door There follows an extract from a negotiation between Jessica, the customer, and Martin, the salesman at a local DIY superstore. Martin: So to clarify, you want to order eight Paloma white internal doors? That's a total of 480. Jessica: Yes, is there a discount for ordering that many? Martin: No, but if you order two more we can give you 10 per cent off. Jessica: I don't need two more, I only have eight doors to replace! When can you deliver them? I need them by Friday. Martin: We can arrange delivery within the next five days. That will be an extra 30. Jessica: An extra 30? Can't you give me free delivery for spending so much? Martin: I'm sorry, madam. It's not up to me. You can always take them home yourself. Jessica: That's not possible, they are too big. OK, I'll pay for the delivery. Martin: OK, that's great. Now, have you decided what handles and hinges you want with the doors? We have a lovely range in aisle 4, if you want to pick them now. I can have them delivered at the same time, no extra charge. Jessica: Oh, I hadn't realised I had to buy those separately. On your display they have them fitted. Martin: Those are for display purposes only, to let you see how they look when fitted. ... [10 minutes later] ... Jessica: I have decided on the Tunis range, in chrome. Martin: A great choice, they will go very well with the doors. That will be an additional 115. However, I know you were looking for an offer, so if you were interested in taking the Tunis II range, which is slightly better quality in a polished chrome, instead of 135 I could do those for 120. That offer is only available today, though - if you come back tomorrow I can't give you the same offer. What do you think? Jessica: Oh, that does sound like a good deal. OK, I will take them. So that's 630? Martin: Yes, that's right. So far, 630. Now, can I show you our range of paint finishes for the doors? They can make all the difference. After all, if you are spending 600 on them, you want them to look at their best for as long as possible, don't you? Jessica: Of course, but don't they come 'finished'? Martin: For 60 a door? Oh no, but it won't take you long to paint them. We can sell you all you need for the job - brushes, tape, paint, covers, etc. 4 Jessica: I just don't have time for that, never mind the extra cost! Martin: Oh, I totally understand. Perhaps I can show you a different range of doors that come pre-painted and ready to hang? Jessica: Oh, that would be marvellous, thank you. Martin: Of course, they are a little more expensive than the Paloma range, but you will be making a huge saving in terms of time, and so on, and of course, they are all quality finished. Jessica: Well, when you put it like that, it makes sense that they would be more expensive, but how much more expensive? Martin: They are 78, so only an extra 18 per door. Jessica: Hmmm, OK. I suppose I don't really have much choice and it's only 18. Martin: Great, shall I put this through the till then? Jessica: Yes, please. Any discount for cash? Martin: No, but if you use your credit card there will be a 2 per cent surcharge. Jessica: I'll stick to cash. Martin: That will be 774, then. Jessica: 774? I only have 650 in cash. Here is my credit card ... 1. Identify and discuss the 3 ploys being used by Martin in this case. 2. Why do people use manipulative ploys in a negotiation? 3. Explain why Martin's use of Ploys is weak. (12 marks)