1.

Carmen did not try to understand the problems customer is facing with
their existing solution, and could have tried to tailor the demonstration to
showcase features that addressed their specific problems
2. Carman did not try to find about the decision maker at Quick & Reilly.
3. When the customer replied to Carmens question about how many
users? he could not catch their response. Should have been more alert
while listening
4. Failed to get a clear idea about the budget
5. Carmen did not try to know the alternatives that Quick & railly have been
considering.
6. Failed to understand the market forces that Quick & Reilly could be
acquired by Fleetboston.
7. Delay in the process
8. Failed to understand size and timing of the opportunity
9. Thought to offer discounts/refunds to quick & reilly, which could create
a opposite image that product is not good.

10. Carmens decision to take the matters in his hands and close the deal with Quick &
Reilly instead of escalating it to higher authorities.