SALES AND DISTRIBUTION MANAGEMENT

Scripting and Analysis of the video Based on the personal communication

skills -
Video link - https://youtu.be/MvejWB9mlFA
Scripting ascertained from the video –
DAY 1 (SITUATION 1) –
SR of DEL is played by Anisha Soni
Sales manager of DEL is played by Aayush.
CAPEX manager of PPP is played by Abhiday
Whereas, receptionist is played by Aditya Khanna
Here comes the script –
SR – Good morning, I am SR from Del Ltd, I have an appointment with capex purchase
manager.
Receptionist – Please wait in the conference room, the concerned manager will be here
shortly.
(Capex manager enters into room with Engineering manager)
SR – Hello sir, GM, I am SR of Del and we have seen your query to fetch the requirement of
Popcorn making machines.
CAPEX Of PPP – Well, we are looking for popcorn processing machine with peculiar
specifications matching to our quality standards.
SR – Well, that is good to know. We are equipped with the products that you are looking for
and our specs include 35 food processing original equipment manufacturers, with process
speed of 100 – 120 bushels of corn per hour and with more than 10000 hours mean time
failure.
(SR share the catalogue of popcorn processing machine)
SR – We meet all the standards of food processing Equipment plus certifications as well and
we have also received number of awards with a reliability index of more than 99 percent
making it efficient and compatible for your company’s requirement.
CAPEX MANAGER – Well, that was good to know and I think the machines meets our
requirements and now please tell us about the quotation do you propose.
Sales manager -Sir. Our popcorn processing machine is priced at 1 MILLION $.
CAPEX manager – Well, this is too high price to consider, I can procure it at somewhere
980k $. Moreover, other quotations that are provided by competing companies are further
lower than yours.
SALES manager – So, this is the standard price of machine, we also sell the same machine to
other food processing companies as well and they also procure at same price and they are also
satisfied. However, since you are going to be our new customer and we believe in building
relations, hence we can quote you 990k $.
CAPEX Manager – Well, I have to relook. Apart from this tell me about installation and
warranty and training for smooth operation of the machine.
Sales manager – Sir, as per the company’s norms, we do send our service manager to install
machine, he provides training and demonstration. Every Six months servicing will be
provided by us with 3 - year warranty period.
CAPEX MANAGER – That’s sound convincing, well let me go through this offer and we
will get back to you.
Day 2 (Situation 2)
Here, SR of DEL is played by Anisha, Purchase manager is played by another
girl(anonymous) and moreover receptionist is played by Aditya.
SR – I have an appointment with purchase manager of PDI
Purchase manager – Hello, how are you
SR – Hello sir, so we are the manufacturers of spare parts for popcorn processing machine
which are air filters and oscillating screens. And for the better understanding please share the
requirements of the product from your end.
Purchase manager – Sure but let me told you, we don’t want to compromise with the quality
and can you brief us about the price related to the offer.
SR – We are offering the price at 115 $ per unit and we also provide the best quality in the
market.
Purchase manager – We certainly liked your product, but the price that you are offering is
beyond our reach and we cannot afford that.
SR – May, I know your price range sir.
Purchase manager – How about we close the deal at 85 $ per unit.
SR – Sir, as you need quality, we never compromise with our quality and that’s representing
our efforts and the products are compatible with all the popcorn processing machines and you
might know that nobody in the market could offer that quality product at this price. So after
reconsidering we have decided to offer you 105 $ per unit.
Purchase manager – Let us agree at 93 $ per unit.
SR – Sir, the final price at which we can make the deal is 99 $ per unit and that will be final.
Purchase manager – Okay, at 99 $ we agree to the deal and let us sign the agreement and get
the documentation and other formalities done.
SR – Sure sir.
Day 3 – [Situation 3]
We have, SR of Paramount is played by Anisha, MRO of PPP is Abhiuday.
SR – Hi sir, how are you.
MRO – Hey, I am good, so what have you got for us this time.
SR – Sir, since as you are facing difficulties with current air filters and oscillating screens.
We would like to introduce you to our new air filters and oscillating screen at 130 $ per unit.
MRO – Alright, how can we be sure about the product. Since our last batch of these products
which the company received were pathetic and for which we have received some poor
feedbacks as well.
SR – Sir, we can never compromise with our quality and this time we have a contact with a
new vendor named DEL and I am quite sure that you must be knowing about them.
MRO – Yeah, I know and that’s great.
SR – So, should I consider the order?
MRO – Yes, kindly share the purchase order and I will confirm the amount of quantity
required through mail.
SR – Sure sir, Thank you.

CRITIQUING –
Starting with the communication skills, it implies the ability and expertise which are
necessary for the selling process, moreover possessing good vocabulary and expressing
themselves intelligently to the customer is highly important.
However, by watching the current video it is understood that personal communication skills
interpret customers verbal and non - verbal clues which is necessary as it will help in
answering the customer’s objection and finding out their purchase intention. In the video,
DEL identifies requirements of popcorn making machines by the PPP and moreover makes
the deal with the PPP.
Body movements, voice intonations and expressions of emotions such as laughter and
surprise also constitute the communication process which was missing in the video. Such
tools can be used during sales presentation in order to grab the attention of the buyer more
appropriately.
Moreover, under Situation 1 at [1:00] during presentation of the specifications of the
machine, SR’s body language which implies gestures should be more delicate as these are
usually oral communications which arouses buyer to purchase the product. \
Also, during catalogue presentation at [1:25], the certification and reliability index claims of
99 percent which were made by SR should be supported by utmost eye contact as these
claims are much more evident when eye contacts and facial expressions are in line with the
claims.
Under scenario second, when Purchase manager focused on the quality part, where he
emphasises that they cannot compromise on the quality of the machine. And at [4:40] we can
ascertain that SR has used spell of silence, where SR focuses to garner new points and ideas
regarding customer reactions. SR eventually targeted and stressed upon quality and
compatibility of the product in order to directly satisfy and cater the needs of the purchasing
manager.
Under scenario Third, we can identify various points where SR can use the listening skill that
implies using of empathetic or active listening, where listener allows speaker to vent his
emotions. At time stamp of [5:38] SR of Paramount can understand speaker’s needs,
demands and moreover the feelings, where MRO of PPP can vent his emotions and tell SR
about the difficulties he faces with current air filter and oscillating screens and eventually SR
can hit the bulls eye by being the empathetic listener.
Lastly at [6:30] When MRO of PPO initiates towards the purchase order and tells about the
confirmation of quantity required through E – Mail, he basically represents use of electronic
communication, that ultimately depicts Non personal type of sales communication.
REVIEW - Moreover, the most common issue I found in the video was the type of oral and
personal communication that the characters lack during presentation, it should be more
professional and to the point, and irrespective of mentioning the not required points.

SUBMITTED TO,
PROF SR SINGHVI

SUBMITTED BY,
NIPUN MAHESHWARI