this is a sales call, just want to know if I am in the right track, please
1/7/2016 MKTG 3010: Critical Thinking Skills: FedEx Office Exercise I. The purpose of this exercise is to help you develop and understand your empirical and quantitative skills, your critical thinking skills, and your business writing skills. To those ends, aspects of the exercise tap your abilities in the following areas: 1. Your ability to discern relevant facts or data. 2. Your ability to evaluate (process, synthesize, or manipulate) relevant facts or data. 3. Your ability to deduce conclusions (interpret) or contextual information from relevant facts or data. 4. Your ability to identify a primary problem or need from a situation or set of information. 5. Your ability to interpret data, needs, problems, and parameters associated with a situation. 6. Your ability to elucidate assumptions you make as well as to identify contextual characteristics and limitations associated with the data you used to evaluate the situation. 7. Your ability to construct a presentation that advocates a solution to a key problem or need. 8. Your ability to project the implications of your suggested solution—its effects on parties involved over the long run. II. How the FedEx Office Exercise works: Read the case study carefully before you begin this exercise. You will be given a case to read. The case will specify your role; who your client is; and contain data as to the situation your client faces. Be sure to read through the exercise carefully— taking as much time as you believe is necessary. Then you will be asked to ferret out what seem to be the relevant facts or data from the description of the situation. Drawing from the facts you have selected, you will be asked to specify problems those facts or situational items pose to your client, its employees, or to your client’s customers. Taking into account the facts or situational parameters you selected and the problems you have deduced from those facts or situational parameters, you will estimate implications or conclusions associated with the problems the client presently faces. After completing the FedEx Office exercise, you will be using your analysis to prepare your SPIN questions for the upcoming sales call role play. Do not create SPIN questions for this exercise but wait until your instructor presents in class the FedEx Office sales call role play. 1. Relevant facts - specify all of the relevant facts associated with the situation as outlined in the case study. Include facts for both the seller (FedEx Office) and the buyer (ProTrain). The first part of your exercise, related above, is to help you develop your skills in evaluating a situation faced by another. It corresponds to abilities one through five listed above. You will specify the relevant data associated with the situation. As you determine the relevancy of the data, start to evaluate the impact of the data or situational parameters on parties involved and consider the potential outcomes of the problems on the parties involved (client, client’s employees, customers, and others). 2. Identified problems - identify and evaluate a minimum of four problems that the seller can solve. 3. Implications of the problems - specify and analyze a minimum of four implications related to the four problems. 4. Potential seller solutions to the buyer's problems - present and explain a minimum of four solutions that the seller can offer to solve the buyer's problems.
1/7/2016 5. Benefits of the potential solutions - Identify and explain a minimum of four benefits that the buyer will experience as a result of implementing the seller's solutions. 6. Assumptions - list any assumptions. The second part of your exercise is intended to help you develop your ability to amass, consolidate, and present a solution to a complex set of problems or situation. It relates to abilities six through eight listed above. Using the data gleaned from the exercise, you will develop potential solutions to the problems. To support the solutions, you will need to specify and support what is the primary problem and attendant sub problems. To underpin the problem and sub problems, you will need to relate relevant data and specify implications of those facts, data, or situational parameters. Essentially, you are stating and justifying your interpretation of the situation—drawn from the data presented or evident. Now it is also important that you list any assumptions you are making (implied or unstated facts). For example, it is reasonable you assume that a client seeks to grow revenue and profit. Okay. Take a breath. Keep in mind that you are simply trying to help your client and your client’s customers achieve their goals. Rather than simply blurting out random ideas, you are going through a thought driven regimen. Chances are good that you have done such things with personal problems or those of friends. Maybe you do this type of thing at work. Finally, you will need to propose solutions to the problems and attendant sub problems you identified. You will have to organize the solutions. You may want to lay out your solutions along the following lines: Situation Facts or Parameters; Primary Problem and Sub Problems; Implications or Effects Associated with Problems; Needs the Client Other Parties Have Based on Problems; Solution Offered; Justification for Solution; Implications of Solution. Your written submission is an internal report to be used as an internal report and should be written as professional business document with clear narrative that analyzes the facts from the case. The format should have clearly identified sections and headings for each of the required evaluation areas. The required file format is Word (.docx) or PDF (.pdf) and the file must be uploaded to the Blackboard assignment. Do not email the file to your instructor. It must be uploaded to Blackboard to be graded. Okay. Given your assignment, go ahead and read carefully through the data presented in the following section. Take your time. Read through the situation several times. You will glean different bits of information each time. Then, initiate the analytical structure related in the previous paragraph. III. CASE STUDY Your Employer – FedEx Office You are an account representative with FedEx Office. Your job is to secure relationships with client organizations. Your company melds the parcel moving capabilities of FedEx with printing and data capabilities. Your customers are businesses that need to distribute information to their clients or internal users (e.g., training information, product information, manuals). Unlike main line UPS or FedEx, your employer does not move parcels or freight. Instead, your company helps clients disseminate data to users. In most cases, the data and information disseminated are non-routine (i.e. specific to a certain product, project, or program). An example would be copying, packaging, and shipping training materials and operating manuals to sixty-four hospitals and other facilities owned by Trinity Health group.
Student Name: _____________________________ ________ Date: ________________ Sales Call Worksheet - FedEx Office Preliminaries Greet prospect – seller's name Greet prospect – seller's company An account representative with FedEx Office. Establish prospect credentials – prospect's name DeFore CEO Establish prospect credentials – prospect's title/position Reason for visit Looking to secure relationship with your organization Verify amount of time for visit Do you have a quick minute? I respect your time and will be brief. Provide brief overview of FedEx Office Our company melds the parcel moving capabilities of FedEx with printing data capabilities. Our customers are business that need to distribute information to their clients or internal users.( training information, product information and manual) Describe FedEx Office available products and services Can print, store disseminate data, package and prepare document. FedEx has 4000 locations that offers all these capabilities. They can ship all over the US and Canada. They can prepared and handle non- routine, yet detailed and accurate project. Ask about timing to make a decision and/or change Do you have a time frame in mind to make a purchase decision Establish reason for timing (urgency)
SPIN Situation question #1 : Could you tell me the process you use for producing and shipping your material? How does you clients contact you? Anticipated answer to Situation #1: Via telephone or email. Based on the clients need a training plan is devised and a bid is generated Situation question #2 How many seminars do you provide to your clients each year? Anticipated answer to Situation #2: ProTrain carried 9000 seminars. Each location dispatches 6 seminars per week. Base price for any seminar is $5000. Situation question #3 How many employees do you have working with and what are they average age? Anticipated answer to Situation #3: 17 employees. 7 full time in Dallas, 5 at Stanford office and 5 fulltime at los angels. 200 contractors Situation question #4
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