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    Chapter 4 Case

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    Charisse Leonardo
    The document discusses a sales conversation between an ASC salesperson and Kay Richards of the Seattle Music Arts Association regarding replacing thousands of seats at the Seattle Metropolitan Auditorium. The salesperson asks questions following the ADAPT methodology to understand SMAA's needs, budget, timelines, and decision process. Richards indicates replacement is already planned and will impact customer satisfaction. The salesperson offers to ensure ASC meets SMAA's expectations to gain the project. Richards is interested if ASC can deliver as discussed.

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    Chapter 4 Case

    Uploaded by

    Charisse Leonardo
    1K views2 pages
    The document discusses a sales conversation between an ASC salesperson and Kay Richards of the Seattle Music Arts Association regarding replacing thousands of seats at the Seattle Metropolitan Auditorium. The salesperson asks questions following the ADAPT methodology to understand SMAA's needs, budget, timelines, and decision process. Richards indicates replacement is already planned and will impact customer satisfaction. The salesperson offers to ensure ASC meets SMAA's expectations to gain the project. Richards is interested if ASC can deliver as discussed.

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    The document discusses a sales conversation between an ASC salesperson and Kay Richards of the Seattle Music Arts Association regarding replacing thousands of seats at the Seattle Metropolitan Auditorium. The salesperson asks questions following the ADAPT methodology to understand SMAA's needs, budget, timelines, and decision process. Richards indicates replacement is already planned and will impact customer satisfaction. The salesperson offers to ensure ASC meets SMAA's expectations to gain the project. Richards is interested if ASC can deliver as discussed.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    1K views2 pages

    Chapter 4 Case

    Uploaded by

    Charisse Leonardo
    The document discusses a sales conversation between an ASC salesperson and Kay Richards of the Seattle Music Arts Association regarding replacing thousands of seats at the Seattle Metropolitan Auditorium. The salesperson asks questions following the ADAPT methodology to understand SMAA's needs, budget, timelines, and decision process. Richards indicates replacement is already planned and will impact customer satisfaction. The salesperson offers to ensure ASC meets SMAA's expectations to gain the project. Richards is interested if ASC can deliver as discussed.

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    © All Rights Reserved
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    Download as docx, pdf, or txt
    of 2

    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.

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