As our Synthetic Sunshine star sales rep, you might be faced with different types of clients with different

strategies to negotiate and get what they want no matter what. Tell us what you would do if you were in
the following positions and what strategy you think the client is using. Remember, our aim is to defuse
conflict and focus on value.

Situation 1.
You have been in contact with a large client for the past month, you have already had 3 meetings,
discussed characteristics of our products, needs, possible solutions and even budget and price. Your
relationship with the client has been very friendly from the beginning. You are at a meeting now and the
client has asked for pilot run for all their 150 users for 6 months, company policy is that pilot runs are
available to 5% of the users for 1 month. Your client is now telling you that if they do not get all 150
users involved in the pilot, they are not sure they will buy. They are now saying that they don’t really
know Synthetic Sunshine and they have no idea what our software can do, nor do they know anyone
who uses our products. They claim that the warranty we offer (money back) will not cover the costs of
an unsuccessful deployment. They just said that all their other service providers always give pilots for
the whole team. Furthermore, they told you that it you could “make” a small pilot work, but it doesn’t
mean you can handle the full load or that it really works.

Situation 2.
This client already has 2 of our products, and we are trying to cross-sell. It was actually the client who
called asking for this new product. You have been working with them before, but this is the first time
you are dealing with the logistics area. The person in charge has not given you a meeting in person,
everything has been over the phone or email. You have sent all information and cleared doubts. Finally,
they asked you to meet. They state the following position: “We will only buy if you give us a fixed price
in Mexican Peso, at today’s exchange rate, a 15% discount on cost, 2 free administrator licenses and we
will pay 30% in 2 months and the rest in 8 months.” Your company non-negotiable policies are: quotes
and invoices are always issued in USD at an exchange rate calculated at closing date, payment is 60%
(give or take 5%) upon signing the contract and the remainder in no more than 3 to 6 months. You are
allowed to offer as much as an 18% discount. There is no problem with offering the 2 free licenses. You
may offer discount upon renewal of up to 1.5-month of license fees.