Mid-Town Office Products: Case Study
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1. A summary of the case including an analysis of the key facts and potential dilemma.
A. Identify the potential sources of concern that Ron is likely to encounter when he begins to make calls on his customers in downtown Los Angeles.
B. Pick one of the concerns you listed in the previous question and examine it in further detail with consideration given to the basic points of negotiating a win-win solution.
C. Assume you are Ron and a customer has expressed the following concern: "We don't want you delivering during banking hours. Bringing in big boxes of supplies will upset our operations and our customers who are here trying to conduct business. Our current supplier makes deliveries before 6:30 in the morning and I don't see any need to change." How to you respond?
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The response provides you a structured explanation of Mid-Town Office Products case study. It also gives you the relevant references.
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1.
Summary, key facts, and dilemma:
Ron Chambers has arrived at work after receiving training with Mid-Town Office Products. His work is to negotiate customer concerns. He anticipates preparing and rehearsing for his job. Mid-Town is a regional distributor of office supply products ranging from pens to fax machines. The product line has 11,000 catalogue items and operates a warehouse on the outskirts of Los Angeles. It provides value for money to customers and delivers the next day. The issue is that Mid town is competitive because of its large product line, reasonable pricing, volume discounts, usage history, and internet ordering. Ron had been working for eight years for a company selling copying machines to downtown business. Since a competitor purchase the previous employer Ron joined Mid-Town. He would have to respond to every objection of customers. The issue is that Ron has to anticipate the objections that customers may raise and address those concerns. The possible dilemma is that Ron will not be selling machines to higher level buyers ...
Education
- BSc , University of Calcutta
- MBA, Eastern Institute for Integrated Learning in Management
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