Royal Sales Corporation

Group 7

Question 1

What three products/services are sold by the RCC?

Who is the decision maker for each of these product/services?

Products/Service Sold By RCCCorporate Copy Center

• Customer Centric Printing “Solution”• Customized Equipment • Well trained RCC personnel• Reproduction Contract• Guaranteed output

Functions• Microfilming• Sorting and Collating• Binding and Covering• Color Copying• High Volume Copying

Decision Makers

• Strategic : High level Management, requires significant financial investment

• Operations : People who know the technicalities and requirements

• Finance : Depending on how much the customized solution costs

Products/Service Sold By RCCRoyal Reproduction Centre

• High quality, quick turnaround copying• Duplicating, printing• Provided as a service

• Contract for reproduction and Specified Time• Specified Output and Externally Provided

• Sales reps sold Royal 750 colour copier and CCC program• Sales organisation: Generalist specialisation

Functions

• Routine Reproduction Jobs• Duplicating Engineering documents• Microfilming• Colour copying• Overhead transparencies

Decision Makers • Department needs may be different, Low price, Short Tenure Low and Mid Level Employees across functions

Products/Service Sold By RCC

Royal 750 Colour Copier•Specialized machinery for color copying•Not very successful but high in quality •Specialized final consumer•Low Volumes

Functions•Presentations of advertising and marketing plans•Quick copying•Enlargement, reduction•Straight duplication

Decision Makers •User/person who understand the technical expertise and can communicate its relevance to higher management

Question 2

What are the benefits to the user of each of these three product/services?

Benefits To The UserParticulars CCC RC 750 Colour

CopierRRC

Equipment Customised Standard Equipment

Contractual

Supplies and Paper

Included in Contract

Client Purchase Included

Labor Expense Included Borne by Client Included

Benefits of the program

Guaranteed output, qualified operators

Allows for quick copying and experimentation with copies

Short turnaround time for high volume orders

Question 3

Examine Mary Jones’ efforts at Acme Computers, Bickford Publishing and General Hospital.

What are the similarities of each of these situations?

AcmeMary’s efforts•Customized solution and effort

Acme’s Concern•Concerned with external operator at the workplace•Concerned with high capital investment

Prospecting

Pre approach

Approach

Needs Identification

Presentation

Handling Objections

Closing the sale

Implementation & follow up

Acme Computers

• Did not pursue the client for 6 months• Successful in scheduling a meeting• Opening statement was on target

Poor•No questioning• Just focused on cost

Did not get an opportunity

PoorDid not address the concerns of• Cost being high in the first 2 yrs• Concentrated on product features rather than concerns• Outsider working in the company’s premises

Needs Identification

Presentation

Handling Objections

Closing the sale

Acme Computers

Bickford Publishing

Prospecting

Pre approach

Approach

Needs Identification

Presentation

Handling Objections

Closing the sale

Implementation & follow up

Jones knew a lot about Bickford primarily because it was a long time client.

•Scheduled a meeting with Smith• Planning to meet Tony Perry- VP Corp. Ser

No opportunity. Dropped the CCC Info earlier and again pushing for it

Failed to identify objections & concerns of Bickford. They had concerns like :• CCC was not cost effective• CCC was inappropriate as a current purchase for Bickford

Prospecting

Pre approach

Approach

Needs Identification

Presentation

Handling Objections

Closing the sale

Implementation & follow up

General Hospital was a good prospect as they had:•M oney to buy,•A uthority to buy•D esire to buy

Not too good. Jones was Surprised to find 3 executives in the meeting. However presentation was good

Had knowledge about General Hospital’s requirements. Had prepared a ppt to show cost savings

No questioning, identificationOr pre commitment

Client agreed to the merits/demerits And the financial savings thru CCC

Did not handle the objections of• Hiring an outsider • Firing the internal employees

General Hospital

Question 4

Should Mary Jones directly contact Tom Perry of Bickford Publishing? Why or why not?

Mary Jones should contact Perry:Smith already against CCC

Perry was interested, and if the approach is well executed he may show interest

Perry higher in authority and can understand the strategic advantage and benefit

Perry can negate Smiths decision

Question 5

Evaluate the General Hospital proposal

Cost Saving CalculationHence, the cost saving figure of $30,995 is incorrect as the costs have not been discounted in the time frame considered.

Question 6

What could Mary Jones have done differently to sell the CCC to General Hospital?

ObjectionHandling

Objections•Firing of Experienced employees

Her response•Emphasized on efficiency and cost benefit

Question 7

What actions should Tom Stein (Mary’s Sales Manager) take regarding Mary Jones?

Voluntarily chosen mentor

Should not exert too much pressure - hamper her morale

Suggest higher management about her performance evaluation

If possible, Provide her flexibility on the product