SELL4

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Quiz 4 :

Communication Skills

Quiz 4 :

Communication Skills

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TECH SOLUTIONS AND BARTLETT ASSOCIATES Background This case involves a salesperson representing the institutional sales division of Tech Solutions, a leading reseller of technology hard­ware and software and Gage Waits, Director of Technology for Bartlett Associates, a prominent, Dallas-based law firm specializing in corporate litiga­tion. Bartlett Associates is preparing to move to larger facilities and want to update their computer technology in the new facilities. Chicago-based Tech Solutions has established itself as a major competitor in the technol­ogy marketplace specializing in value added systems solutions for business institutions and government enti­ties nationwide. This past year, Tech Solutions has added sales and distribution centers in Burlington, New York, Los Angeles, California, and Dallas, Texas. Current Situation As an integral part of their move to new and larger facilities, Bartlett Associates want to replace their computers and information technology systems including laptop/desktop combinations for each of their 21 attorneys, desktop systems for their 10 staff members, along with archive and e-mail servers. Tech Solutions specializes in this type of systems selling and uses their network of hardware and software providers in combination with their own in-house engineering, programming, and systems group to consistently provide higher value solutions than the competition. In preparation for an initial meeting with Gage Waits, the Tech Solutions sales representative is outlining his/her information needs and developing a draft set of needs discovery questions. These needs discovery questions will be the focus of the meeting with Gage Waits and enable Tech Solutions to better identify and confirm the actual needs, desires, and expectations of Bartlett Associates in relation to new and expanded computer and information technology capabilities. What information does the Tech Solutions salesperson need in order to fully understand the technology needs of Bartlett Associates?
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The type of information that the Tech Team requires in order to understand the client's needs should be comprehensively gathered. This ensures better satisfaction in the sales process and longer client engagement with the organization. The various facets of information that the marketer would need in order to better serve the consumers' needs are mentioned below.
• Budget related information : This information would enable a marketer offer service by maximizing the utility within the budget range.
• Technical specifications : The various technical requirements that the company processes require is important information for the marketer. This information enables a marketer minimize the occurrence of potential customer dissatisfaction in the future.
• Time of delivery : Timeliness of delivery of a service is very important information based on which a marketer should make realistic claims about the time of delivery. It is important to know the extent of time in which service is needed to the customer as it allows the service provider prepare the service or product.
• After sales expectations : After sales expectations are very important as it enables the marketer charge a price that is appropriate and justified as per consumer's requirements.
• Purpose of use : The information about the purpose of use would enable the marketer to suggest the best possible product or service that would serve best the consumer's needs.

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TECH SOLUTIONS AND BARTLETT ASSOCIATES Background This case involves a salesperson representing the institutional sales division of Tech Solutions, a leading reseller of technology hard­ware and software and Gage Waits, Director of Technology for Bartlett Associates, a prominent, Dallas-based law firm specializing in corporate litiga­tion. Bartlett Associates is preparing to move to larger facilities and want to update their computer technology in the new facilities. Chicago-based Tech Solutions has established itself as a major competitor in the technol­ogy marketplace specializing in value added systems solutions for business institutions and government enti­ties nationwide. This past year, Tech Solutions has added sales and distribution centers in Burlington, New York, Los Angeles, California, and Dallas, Texas. Current Situation As an integral part of their move to new and larger facilities, Bartlett Associates want to replace their computers and information technology systems including laptop/desktop combinations for each of their 21 attorneys, desktop systems for their 10 staff members, along with archive and e-mail servers. Tech Solutions specializes in this type of systems selling and uses their network of hardware and software providers in combination with their own in-house engineering, programming, and systems group to consistently provide higher value solutions than the competition. In preparation for an initial meeting with Gage Waits, the Tech Solutions sales representative is outlining his/her information needs and developing a draft set of needs discovery questions. These needs discovery questions will be the focus of the meeting with Gage Waits and enable Tech Solutions to better identify and confirm the actual needs, desires, and expectations of Bartlett Associates in relation to new and expanded computer and information technology capabilities. 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.
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Answer:

Answer:

ADAPT methodology of framing the questionnaires ensures that extensive information about the client's needs is made available to the marketer. The category of questions as per the ADAPT methodology are as follows.
Assessment questions
These questions would be aimed at eliciting the basic details of customer business and requirements. This is done by posing basic questions in an indirect manner. The various assessment questions that should be asked in this case are mentioned below.
• Size of the company?
• Growth Rate in terms of employees?
• Budget allocation for the infrastructure development?
• Software and other applications to be used over the computers?
Discovery questions
These questions are aimed at gathering relevant data elicited from the first phase. In this scenario, certain discovery questions are mentioned below.
• How much of the budget allocated for infrastructure expansion would be used for this process?
• How many employees should the new IT system support keeping in mind the expansion in coming 2 years?
• How many hours of usage of computers and Laptops is expected?
Activation questions
These questions are aimed at understanding any inhibitions that are bound to arise at the customer's end. Also, these questions are aimed at activating the customer interest. The various activation questions that should be asked in this case are mentioned below.
• Would the company mind incurring extra expenses on highly secure software?
• If the maintenance and support is offered for 2 years at a higher price, would that be acceptable?
• How stringent are the time deadlines?
Projection questions
These questions are based at predicting the likely reaction of the customer in various scenarios. The various projection questions that should be asked in this case are mentioned below.
• Installed software might not be compatible with upcoming version of operating systems. Does the company want our organization to be responsible for that?
• If the hardware gets damaged after a year, who would be held responsible by the company?
Transition questions
These questions are aimed at confirming that the buyer is in agreement with the offering. The various transition questions that should be asked in this case are mentioned below.
• A charge of xxx would be levied for the service provided. Is the company in agreement?
• The company would provide guarantee for hardware and software damage till x years. Is that acceptable?
• After x years, the company would charge at xxx per year for annual maintenance and repairs. Is that acceptable?
Based on the above questions, a marketer can comprehensively gauge the buyers' opinion and interest. Making a sales deal on the basis of this would ensure maximum possible satisfaction for the customer.

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