The Disgruntled Customer It was 8:30 a.m. Friday morning when Brenda received the voice mail. It was Susan Swanson, owner of a small architecture firm, who Brenda had acquired as a customer nearly three months ago. "I'm finished with you all," she barked. "Come get my copier. I want my money back! This blasted machine you sold me keeps jamming, I was billed for extra toner that I never received. You promised me training, and I have yet to see any. And this machine is much slower than I thought it would be. I don't see how your company stays in business. I knew I should have gone with Xerox!" It's true, Brenda had told Susan that she would provide training on how to use some of the advanced features of the copier. She had neglected to get back to Susan and since she had not heard from Susan she assumed Susan no longer desired the training. As for the paper jams, Brenda found this to be unusual. NCC carried high-quality copiers and she could not imagine what might be wrong. She was sure she had told Susan the specific type of paper to use for her application. However, using the wrong paper could lead to more frequent paper jams. But why hadn't Susan said anything to her about this sooner? As for the extra toner, Brenda recalls that Susan did order it and later contacted her to let her know that she had not received it. Brenda then contacted NCC's shipping department who said they would ship Susan the product. Brenda just assumed that it had been shipped. As for the speed of the machine, Brenda was certain its output was per specifications as equipment at NCC must pass strict quality control measures. Perhaps Susan simply misunderstood the machine's capabilities. Wow, Brenda thought, now what am I going to do? QUESTIONS 1. Referring to Exhibit 8.2 (`Types of Sales Resistance') in Chapter # 8 and slide # 7 in the Chapter # 8 PowerPoint, which both name the five (5) types of sales objections, specifically identify by name and explain by giving the direct quote of the objection from the case study, every objection that Brenda is getting from the client? (20 Marks) 2. What could Brenda have done previously to have avoided this situation in the first place? (10 Marks) 3. What steps can Brenda take to do a better job of maintaining open (two way) communication with Susan? (10 Marks) 4. How should Brenda handle the complaints that Susan has? (10 Marks)
Subject- Principles of sales
The Disgruntled Customer It was 8:30a.m. Friday moming when Brenda recelved the voice mai, It wis Susen Swanson, owner of a small architecture firm, who Brenda had acquired as a customer rearly three months ago. "Im finished with you all," she barked. "Come get my copier. I want my money back! This blasted machinc you sold me keeps jamming I vias billed for extra tcner that I never recelved. You promised me training, arid I have yet to see dryy- And this machine is much slower than I chought it would be, dont see low your compary stays in business, 'knew' stould have gone with Xerox!" It's true, Brenda had told susan that she would provide training on how to use sorre cf the aovanced featurcs of the copier. She had ringlected to gei back to Susari and since she has not heard trom Susan she assuined Susan no longer deslred the training. As for the paper jams, Brenda found this to be unusual. NCC carricd high-quality copars and she could not magine what inight be wrong. She was sure she had told Susan the speciff type of papar to ase for her epp ication. However, using the wrong paper could lead to more frequent pape' jams. But why hadr't Susan said anything to ter aboat this sooner? As for the extra toner, Brenda recalls that Susan did order it and later contacted ier to ics her know that ste han not received it. Brenda then contacted NCC's shipping deparment who sa d they would stip Susar the product. Brenda jusl assumed that it has been shipoed. As for the speed of the marhire, Brenda was cercain its ouccut was per specifications as equipment at NCC m:ust pass srict quality control mcasu'es. Pernaps Sisan simply misuuderstood the machine's capabilities. Wow, Brenda though, now what am igoing tods? QUESTIONS 1. Referring to Exhibit 8.2 ('Types of Sales Resistance') in Chapter \# 8 and slide \# 7 in the Chapter \# 8 PowerPoint, which both name the five {5 ) types of sales objections, specifically identify by name and explain by giving the direct quote of the objection from the case study, every objection that Brenda is getting from the client? (20 Marks) 2. What could Brenda have done previously to have avoided this situation in the first place? (10 Marks) 3. What steps can Brenda take to do a better job of maintaining open (two way) communication with Susan? (10 Marks) 4. How should Brenda handle the complaints that Susan has? (10 Marks) Five (5)Types of Objections - 'Sell' Textbook The Disgruntled Customer It was 8:30a.m. Friday moming when Brenda recelved the voice mai, It wis Susen Swanson, owner of a small architecture firm, who Brenda had acquired as a customer rearly three months ago. "Im finished with you all," she barked. "Come get my copier. I want my money back! This blasted machinc you sold me keeps jamming I vias billed for extra tcner that I never recelved. You promised me training, arid I have yet to see dryy- And this machine is much slower than I chought it would be, dont see low your compary stays in business, 'knew' stould have gone with Xerox!" It's true, Brenda had told susan that she would provide training on how to use sorre cf the aovanced featurcs of the copier. She had ringlected to gei back to Susari and since she has not heard trom Susan she assuined Susan no longer deslred the training. As for the paper jams, Brenda found this to be unusual. NCC carricd high-quality copars and she could not magine what inight be wrong. She was sure she had told Susan the speciff type of papar to ase for her epp ication. However, using the wrong paper could lead to more frequent pape' jams. But why hadr't Susan said anything to ter aboat this sooner? As for the extra toner, Brenda recalls that Susan did order it and later contacted ier to ics her know that ste han not received it. Brenda then contacted NCC's shipping deparment who sa d they would stip Susar the product. Brenda jusl assumed that it has been shipoed. As for the speed of the marhire, Brenda was cercain its ouccut was per specifications as equipment at NCC m:ust pass srict quality control mcasu'es. Pernaps Sisan simply misuuderstood the machine's capabilities. Wow, Brenda though, now what am igoing tods? QUESTIONS 1. Referring to Exhibit 8.2 ('Types of Sales Resistance') in Chapter \# 8 and slide \# 7 in the Chapter \# 8 PowerPoint, which both name the five {5 ) types of sales objections, specifically identify by name and explain by giving the direct quote of the objection from the case study, every objection that Brenda is getting from the client? (20 Marks) 2. What could Brenda have done previously to have avoided this situation in the first place? (10 Marks) 3. What steps can Brenda take to do a better job of maintaining open (two way) communication with Susan? (10 Marks) 4. How should Brenda handle the complaints that Susan has? (10 Marks) Five (5)Types of Objections - 'Sell' Textbook
