PERSONAL SELLING LAB ASSIGNMENT

CASE 10.2 The Copy Corporation

Submitted By,
Ujjal Gogoi
MBA Marketing 3
UID: 2019-2707-0001-0006
ANSWER TO QUESTION 1
The salesperson was correct to do the research, as before every
approach a salesperson makes, it is very important to do some
homework and gather some insights about their clients and their
needs. Therefore, in this case the salesperson did some research to gain
insight on the company’s expansion and products they could potentially
need. But as for a salesperson for an existing customer it was incorrect
to never follow up after a sale. Because it is very necessary for any good
salesperson to know whether his customers are satisfied with the
service or not. In this situation the salesperson was unaware of the
customer’s dissatisfaction with the current product and due to
unawareness, he decides to offer the same product for the company’s
expansion. This lack of awareness can also cause that salesperson to
lose a client.
ANSWER TO QUESTION 2
Instead of automatically assuming that that the purchasing agent
wanted to expand with the salesperson’s copiers, he could he could
have asked about his satisfaction with the current copiers. This is when
he could have become aware of the issues experienced and offered a
solution to fix the situation. He could have possibly offered a free
upgrade for the broken machine or free maintenance or repairs to help
rebuild that customer satisfaction and should have tried to build a trust
with the client. Then after ensuring the customer is satisfied and the
issue is properly resolved the salesperson could have asked them
whether they would need copiers from him to help him in expanding
the business and should try to convince him with any new modification
or upgrades on their service. The sales person should also ensure them
with the follow up calls and encourage them to reach out to him with
any further issue if they face in the future.