MGM Automotive Group is one of Cubasleading automotive company comprising of the world's finest automobile brands and Approved Pre-Owned Cars from state-of-the-art showrooms in Kingston and Montego Bay. Employing over 300 people, MGM Automotive centers boast fully equipped service facilities offering a wide range of specialist services. The company's financial services provides financing for purchasers, provides assistance in getting titles, insurance policies. The company basically offers a one stop shopping experience for prospective customers

Being able to offer everything under one roof and walk the customers through each steps of the entire car-buying process makes their car-buying experience a very comfortable one.

Jennelle Frater is a senior sales representative with the company for over ten (10) years and one of the top performers for the company. She assist in training and orientation of new recruits and at times act as Sales Manager.

Jennelle's general approach to new customers who enter the store is to first welcome them and build rapport. To help the customers she would ask a series of questions such as the intended use of the vehicle, preference for size, color, amount of money the customer is willing to spend, type of financing etc. These questions help to guide buyers through the variety of different vehicles available ranging from 3 million dollars to above 20 million dollars. Jenelle then provide details of the types of vehicles, costs, financing options and suggest the type of vehicle that best fits the customers. According to Jennelle, this approach has worked well for her over the years, particularly with customers who want to purchase but are not exactly sure what they want.

Jennelle concedes however that selling to businesses can be a bit challenging and requires a completely different approach than selling to individual consumers. It gets even more challenging when she tries to sell high-end, expensive vehicles to businesses. According to Ms. Frater very well prepared persuasive presentations and effective closing skill must be mastered by the sales team in orders to close these sales.

Ms Frater spoke about the many opportunities that are presented daily to the sales representatives to act unethically as another challenge. In many cases these unethical behaviors present great financial opportunities for those who wish to indulge. She believes however that one of the reasons she has been able to build long term successful, profitable relationships for herself and the company is due to her adherence to management policies, developing a positive self- image and her own values where ethics are concerned.

As the senior sales representative one of Jenelle's responsibility is to coach young, inexperienced recruits and to help to them to understand the importance of developing customer and product strategies.

QUESTION NO.1

1. Using the Strategic Consultative Selling Model defend Jennelle's approach to selling that she claims worked well for her over the years

1. Choose with explanation which type of customer Jennelle would apply the consultative selling approach to.

1. Defend the position taken by Ms Frater that a long term successful relationship in sales depends on the sales representative developing a positive self- image

1. Outline an approach that you think Jennelle should adopt when she is negotiating price in the selling of high -end vehicles to businesses customers.

1. A sales representative complained to Ms Frater how disappointed and demotivated he was because he was not successful is securing an order he thought he would have gotten. Advise Ms Frater on the best approach to help her sales representatives when the buyer says no.