Chapter 4 Case.docx

Chapter 4 Case AMERICAN SEATING COMPANY AND THE SEATTLE MUSIC ARTS ASSOCIATION Preparation: 1. What information does the ASC salesperson need in order to fully understand the seating needs of the SMAA project?  The ASC salesperson need the following information: the quantity and types of seating desired, specification of materials and components that will be used in seating (s), designs and models of the seats, the budget and time allocated for the seats and also the actual needs, desires and expectations of the SMAA regarding the seats. In application of ADAPT methodology, the ASC salesperson need to assess questions, address the SMAA objectives and focus to factual information(s) about the customers current situation. Then the further details needed to fully develop, clarify and understand the nature of the SMAA problem. After that the salesperson could help the customers to discover the positive impact of solving the problems. Lastly, the transition of the transaction was going to be smooth since they have already provided or seek for the proposed solution. 2. Following the ADAPT methodology for needs discovery questioning, develop a series of salesperson questions and anticipated buyer responses that might apply to this selling situation. The following are the prepared series of sales person questions and anticipated buyer responses in selling situation.  Assessment Questions Salesperson: Good day Mr. Richards! We have informed regarding the remodeling of seats. How was it? Kay Richards: We already have the plan and funds for the said remodeling of seats. Salesperson: Who makes the decision regarding the remodeling project? Kay Richards: I make the decisions regarding the remodeling projects.  Discovery Questions Salesperson: Are you planning to replace all the seats with the new designs/model in the Seattle Metropolitan Auditorium? Kay Richards: Yes. As I said before, we do have plan and that is to replace all the seats. Salesperson: I understand. Did you already estimate the overall seats that have to be replaced?

Kay Richards: I assumed that it will be thousands in quantity.  Activation Questions Salesperson: What will be the effect if you have an expert in this field on your operation? Kay Richards: It will make the decisions and the production easily done. Salesperson: If you will be undecided in several things regarding the seating(s), how does it affect the production/operation? Kay Richards: It will slow the production thus operating costs go up and the replacement will be delayed resulting to unsatisfied needs of the customers.  Projection Questions Salesperson: If the manufacturer helped you meet your expectations, what impact would you have on your business? Kay Richards: It would increase our customer satisfaction and create a good reputation to the business.  Transition Questions Salesperson: So having a manufacturer who is professional and specialized in this field is important to you. Kay Richards: Yes it is Salesperson: If we provide your actual needs, desires and expectations…Would you be interested in exploring how it could work for you? Kay Richard: Yes. If I’m convinced in your actual performance, why not? Salesperson: Thank you Mr. Richards. We are looking forward working with you. *shake hands as the end of conversation*

Prepared by: Case study leader: Mirador, Eunice Reporting leader: Leonardo, Charisse Dianne

Group 4 members Jumawan, Jade T.

Olid, Cristy M.

Lugtu, Claudine S.

Puti, Ma. Clea Dinia C.

Mendoza, Kaye Anne

Rafon, Jaynie Rose S.

Mirabueno, Mariel L.

Reyes, Chille Kimberly Joy S.