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Salesperson training: three scenarios with problem customers and problem resolution

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You've been informed that a new, less seasoned salesperson is joining the team. You and the other salespeople need to train the new salesperson.

Group Portion

Use the Small Group Discussion Board to specify at least three different scenarios with three different types of problem customers.

Individual Portion

Individually, choose one of the problem customers and write a short training presentation detailing how you would resolve the situation. Include the 7 Problem Resolution and Recovery Procedures.

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TRAINING PROGRAM

The very first thing which is most important and a Sales Trainee should keep in his/her mind that every thing on this earth is saleable, if approach is correct. The selling approach can be different in different scenarios.

Before selling any product, Sales Trainee must possess good knowledge about his product and the areas in which his product is better than the competitor's one. And should have faith and must be confident about his product.

GROUP PORTION

I would be covering 3 different scenarios with 3 different types of problems.

They are:

• SCENARIO OF CAR MARKET
• SCENARIO OF TELECOMMUNICATION MARKET
• SCENARIO OF INSURANCE MARKET

SCENARIO OF CAR MARKET

In this scenario of car market, there are only few no. of sellers in any country. But these Organizations have launched many different products in almost all the segments:-like middle class, average class, executive class, royal class and sports class.

In this scenario customer don't get confuse in deciding a product which he wants to buy. This time a customer is emphasizing more on the services providing by the Organizations in comparison to competitor.

A Sales Trainee should always try to emphasize on those services and features of the product which are either not available in competitor's product or better than the competitor's product.

Customer might not know about the best use of that product and services of that product. Therefore, a Sales Trainee should always try to innovate some more usage and services which a customer can enjoy, if he/she opts to buy that product.

Sales Trainee should always try to give every customer, a feeling of pride and honor, especially at the time of handing over the keys of his/her car. Sales Trainee should always try to give a Royal treatment to the customer to make him/her feel that, he is not just buying a product, but getting an honor to be a part of that ...

Solution Summary

This solution provides an explanation detailing how to properly train a new sales associate. The expert provides three scenarios with potential problem customers, and also provides solutions on how to overcome these problems.

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Personal Selling and Customer Focus

Scenario:

Cavalier Products sells office equipment though out the state. Its many customers include government offices, non-profit institutions, schools and businesses. There is a lot of competition for copiers, printers, scanners, monitors and computer systems. Today, Cavalier employs 100+ people which include four sales teams of 10 salespeople each, service teams, several customer trainers, supply salespeople and office administrative support personnel. Some of the larger companies such as Nabisco, Best Buy, LandAmerica, Ameritrade, Exxon, and Ford are among their customers. At times some of the service support work is outsourced for geographically spread companies. Cavalier has been in business for over 10 years and is known for its expertise and good customer service.

Many times salespeople and act as equipment trainers and sell supplies, which may take them away from bringing in new business. This has been a frustration for the sales people. They are paid sales commissions, but are not paid for other activities. The trainers and supply people also get frustrated when this happens, because they end up receiving direction from a sales person instead of their manager.

To expand, the company's business, the owners decided to improve sales. You, as an experienced senior salesperson, will continue your duties of prospecting for new business and closing deals. More emphasis is to be put on keeping existing clients informed of new products and listening to their feedback--generating more repeat business. Company salespeople will also participate in cold-calling programs, including networking at business and trade events, to generate more prospects for new business opportunities. In addition, four new salespeople are going to be hired. As an experienced salesperson and long-time employee, you will provide some mentoring and training.

Problem:

Cavalier Product's sales force makes multiple calls on general business, small and large; to find new prospects, make presentations, even product demonstrations. B2B selling is a process rather than simply order-taking.

- What suggestions do you have to improve the selling process?
- How does the buying-decision process compare with the steps the seller goes through?

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