The Copy Corporation Case Study

Kyla Williams

3740-03 Professional Selling

Case 9.2 (p. 283) Q 1-2

10/29/18

The Copy Corporation

1. Describe the situation, commenting on what the salesperson did correctly and did incorrectly.

The salesperson was correct to do research and gain insight on the company’s expansion and products they could potentially need. As a salesperson for an existing customer it was incorrect for the salesperson to never follow up after a sale. In this situation, the sales person was unaware of the customer’s dissatisfaction with the current product and due to unawareness, he decides to offer that same product for the company’s expansion. This lack of awareness also caused that salesperson to lose a client.

1. Develop another approach the salesperson could use to uncover the problems experienced by the purchasing agent.

Instead of automatically assuming that the purchasing agent wanted to expand with the salesperson’s copiers, he could have asked about her satisfaction with the current copiers. This is when he would have become aware of the issues experienced and offered a solution to fix the situation. He could have possibly offered a free upgrade for that broken machine or free maintenance/repairs to help rebuild that customer satisfaction. Then after ensuring the customer is satisfied and the issue is properly resolved I would have asked if she would consider expanding the company with our copiers. I would recommend the most updated copier we have to hopefully prevent immediate replacement. I would also ensure follow up calls and encourage the purchasing agent to reach out with any concerns.