Answered: Will other customers react as this one…

Understanding Business

12th Edition

ISBN:9781259929434

Author:William Nickels

Publisher:William Nickels

Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment

Section: Chapter Questions

Problem 1CE

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"How to Handle Rumors" One of your salespeople tells you about an interesting conversation he had this morning with a long-time customer about a competitor's salesperson who used to work for you, but was dis charged for underperforming. The sales rep had criticized your company and you, as a sales manager. He told the customer that the quality of your company's products had diminished sig nificantly in recent years and that consequently your salespeople were having a hard time sell ing to prospects and are relying on past reputations to sell to current customers. He also added that your make-quota-or-leave mentality is forcing reps to push products that customers don't really need, such as updates of new parts before old parts are worn out. Your salesperson indi cated that this particular long-time customer was unmoved by the competitor's accusations and, in fact, thought that his approach was in bad taste. She also was insulted by the suggestion that she's one of the customers being duped by your company, which implies that she isn't doing her job properly. After thanking your salesperson for telling you about this, you head back to your office to consider what to do with this information. Will other customers react as this one has? What about prospects-how will they react? Have other customers heard this story and not told your salespeople? What, if anything, should you do now? In addition, should you say anything at your next Monday morning sales meeting with your sales team? If so, what will you say?

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