First, fully answer the recall questions and then apply the concepts to theIntegrated Systems Inc (ISI), mini case role play question.

1. Who are the individuals within the organization that salespeople are likely to team with, and how could such a team be advantageous to the salesperson?

2. What are the six teamwork skills? Explain why they are important for success in developing interpersonal relationships.

3. Mini Case - Integrated Systems Inc.

Background

As a business development specialist for Integrated Systems Inc (ISI), you are responsible for acquiring new accounts and working with existing accounts to develop strong relationships so as to increase the share of accounts and sales revenues. After you make the initial sale to an account, much of the continuing service, reordering, and account maintenance is performed by a team of three customer service representatives who work with customers through the phone and Internet. Due to a combination of rapid growth in sales and two of the customer service representatives being relatively new to the job, the resulting level of service provided by the customer service team has become unpredictable and all too often below the level, you have promised to deliver to your customers.

As a result of problems with the customer service team, you are finding that you are having to spend time trying to patch over service shortcomings and working to win back accounts that have left ISI to go with a competitor. Not only are you losing business, but your reputationand that of ISIis beginning to suffer.

Role Play

In discussing these problems with your sales manager, it was decided that you would meet with the team of customer service representatives in order to discuss and address the problems...

How you would approach and initiate a positive and collaborative relationship with the customer service team members that might generate positive outcomes for your customers, ISI, and everyone involved?