Case: Making an Appointment

Analyze the following telephone conversation and determine how the salesperson could improve future calls:

Salesperson: Good morning, I wonder if I might speak to Mr. Hermann?
Receptionist: Which Mr. Hermann? M.R. Hermann or T.J. Hermann?
Salesperson: Which one is in charge of Purchasing?
Receptionist: That's T.J. Hermann. I'll connect you.
Salesperson: Mr. Hermann, my name is Bob Smith, I wonder if I might make an appointment to see you?
Mr. Hermann: What about?
Salesperson: I'd like to explain our new cleaning services that are now available to businesses in the area.
Mr. Hermann: We already have a cleaning service that handles our warehouse.
Salesperson: That may be, Mr. Hermann, but our company guarantees satisfaction at the lowest cost.
Mr. Hermann: How much do you charge?
Salesperson: We charge $10 for our services.
Mr. Hermann: Our present cleaners charge $8 per hour.
Salesperson: We offer guaranteed quality.
Mr. Hermann: That may well be, but we're not interested in changing at this time. But call back next year. You never know. (hangs up)

1. What is this call's objectives(s).

2. Consider the prospect's social style - what is it? What is your's. What possible problems could result as a combination of your style with the prospects? (Answer for each team member).

3. What type of approach was used? Is it appropriate? Why or why not? What approach would you recommend? Why?

4. Did he establish rapport? What topics would you use to establish rapport. Why?

5. What are the qualifying elements? Did the sale person qualify the prospect? If so, please identify the qualifying questions. If not, incorporate 4 qualifying questions into your dialogue.

6. Are there any other problems with this call? How would you have handled things differently?

7. Rewrite the conversation as you would recommend the salesperson should have handled the call. Incorporate the steps in the approach and qualifying questions.