Reference no: EM133247803

There are two distinct ways in which salespeople sell products and services. In the first method, the salesperson talks 'at' the customer. They tell the customer all about the company and the products they think the customer should buy. In the second method, the salesperson asks the customer questions and then matches products to the customer's needs.

Read off the following script aloud with your partner.

SCENARIO 1

Salesperson: Hello sir/madam, how are you today? Thank you for stopping by the bank today. The Canada Bank is the largest, most profitable bank in Canada. We have branches all over Winnipeg and around the world. It is a great company to work for. You will be happy you made the choice to open an account with us today.

Customer: Well I .....

Salesperson: (Cutting them off) We have an excellent choice of accounts and the best one I am offering you today has very low checking fees and no minimum fee balance. I know customers are very concerned with banking fees these days.

Customer: Well I.....

Salesperson: (Cutting them off) If you are concerned about the banking fees, I do have an account that has a minimum account balance requirement. With this minimum account balance you avoid the transactions fees. Let's write up the application form for that account shall we?

SCENARIO 2

Now switch roles and read off the following script aloud with your partner.

Salesperson: Hello. How are you today?

Customer: I am doing fine. The weather is a bit cold though. I am actually hoping to get away for a winter holiday.

Salesperson: Excellent, where are you going?

Customer : Down to the states. We go there often.

Salesperson: Where do you like to go?

Customer: We go down to Phoenix for a couple of weeks.

Salesperson: What is the best thing about being in Phoenix?

Customer: Just being there with the family and enjoying the warm weather.

Salesperson: Sounds like a lot of fun. How can I help you today?

Customer: I need to open an account.

Salesperson: We have a variety of accounts that meet the needs of different types of customers. What types of activities will you need this account for?

Customer: I would use it for cash purchases like groceries, coffee and gas. Probably 5 to 10 purchases per day.

Salesperson: Why do you want to use a bank account for these purchases instead of a credit card?

Customer: I have run into some credit issues in the past so I prefer to use cash.

Salesperson: If you are short of cash from time to time, overdraft protection may be important to you. Have you had overdraft protection in the past?

Customer: No. Does it cost a lot extra?

Salesperson: How overdraft protection works is that when you run out of money, you can dip into the overdraft. The interest rate on the overdraft protection is Prime plus one. When your paycheck comes in, we can automatically set up repayment to minimize the interest charges. Does this sound like the type of account you require?

Customer: Yes it does.

Salesperson: Excellent. Now you also mentioned that you go to the USA a lot. We also offer a US Dollar Chequing Account. This account could save you a lot of money, because you can buy US dollars when the rate is high and put them into your account ........

Please fill in the following questions with your partner and post individually to the Dropbox folder in the Week 1 tab.

Question 1. In which scenario do you feel the salesperson is most successful? Why?

Question 2. In which scenario would you prefer to be the customer? Why?

Question 3. Have you recently had an experience like the first scenario? How did it go?

Question 4. Have you had an experience like the one demonstrated in the second scenario? How did it go?