LG MBA 9120 User's Manual
Contents
1. NEGOLATIONS a a E TE are Stas eE ineton 17 CUSTOMER S CONCERN si a a a a a a a a a 17 TYPE OF CONC R Nerdeen n a a a a a a a a a a a a a a a Lt ts 17 POSSIBLE RESPONSE P E A A EE ida 17 O D OAY I EEIEIE ETA EEEE A ESEESE A DEEA EAEE AE 19 CLOSINE CLUE PROSPECTA p E T IS A 19 KOSINE i E E 0 DE PEER A E E A A A EE A E EA AE 19 CLOSING STATEMENT SALESPERSON a piieis ies aaisa a a da tati 19 SERVICING THE SALE lt a is 21 WHAT WILL I SAY OR DO FOR THE CUSTOMER cccsssseececcccccccessssscecccccessuuesssceccescessusessnseccsseseeuauaeseecesseeeea 21 POST SALE COURTESY CONTACTS FREQUENCY ITEMS TO DISCUSS NEW OFFERINGS ccccsessceeessseeeees 21 METHOD OF ADDING VALUE c cscececcccccccsssssscecccccessssssesesccsccecsuusasssecessceseuuessscececcsessuuusssseccsseeeeuueasneeceeseeaea 21 SUBIENDO dla 21 E ESAN A A a E TEET 21 O 21 VEIO O o PEE E EAE S T A EE 21 PRODUCT SERVICE INFORMATION Company Name LG Elelectronics Product Name Internet Refrigerator Product or Service Description This internet refrigerator is the latest in technological and ergonomic design The fridge combines TV internet radio messaging cookbook features and more into a revolutionary new interactive product Company Description The following description is from their website LG Electronics LGE has sales of over 5 6 billion and is a division of LG Group which is headquartered in Seoul Korea LG Electronics began manufacturing2. Furthermore the salesperson will get permission from the client before any emails are sent or phone calls are made regarding any contact A thank you card will be sent via mail to each and every customer explaining that the seller will always answer any question the client has or can direct that client to the proper person Attitude of Salesperson Attitude is often described as being everything And in a realistic sense it is very true Attitude can have an effect on a person or number of persons long after the first meeting has ended This effect can be positive or negative or at times neutral In every meeting one would hope for the positive outcome however all too often human beings let negativity settle into their attitude statements and actions This ultimately leads to poor performance and a less than expected customer service function The salesperson must know the clientele and must recognize that first and foremost every human being is equal do not feel unworthy and do not put on false heirs just be professional and let your knowledge efficiency and belief in the product shine through This is often my first point If you do not like love or believe in the product do not try to sell it to someone else This action will surely come through as being false and not genuine to most keen observers Appearance The typical appearance will vary with the outlet and with the client For example if the outlet has a
3. it is okay to use their name when contacting the referrals
4. nationwide on really a combination of the Buyer Action and April 11 The initial amount of units sold in the Buyer Resolution theories However why and a a oak biases a ee 20 when should 1 buy would or could fall out of the process usa it would indicate a need he HQ regarding e sales and Larger markers not too many people need an 8K unit People on tight schedules People who are always on the go Families whose kitchen is the hub of action in the house People who are interested in having the very latest technologies integrated into their lives People who want the very best regardless of cost People who want to have many features and products combined and condensed all in one rs People who are interested in having music TV and or the Internet in the kitchen 11 BUSINESS CONTACT Company Name LG Electronics Product Name Internet refrigerator IR Presentation Objectives To Individual and or personal group Create interest in product by communicating the technological advances in both the functional product design and the interactive features Further interest by demonstrating how the integration of technologies is useful practical and efficient Explain the exceptional warranty and provide customer with a brief or lengthy history of the company which ever is requested or needed Typical Sales Cycle A refrigerator is considered a necessity and is therefore shopped when the need arises o
5. refrigerators in 1965 and air conditioners in 1968 Today LG Electronics has over 72 subsidiaries and 55 000 employees around the world LG Electronics is broken down into 4 major business units covering a multitude of consumer and business to business products PERSONAL SELLING PHILOSOPHY Company Name LG Electronics Product Name LG Internet Refrigerator My Personal Selling Philosophy Market Setting The overall market setting for the Internet refrigerator is a very limited market at this time due to the relatively high cost of the appliance Currently I would place this item in the realm of the upper middle income bracket families that are looking for ways to incorporate and integrate the latest technology in their household This refrigerator is just one of many household items that are being introduced into the market that would interconnect PCs the Internet and other digital sources in a common appliance This particular refrigerator has a fully functioning TV MP3 player calendar cookbook and other features like an automatic management system that allows it to self diagnose problems This system integrates several of the appliances typically found on the kitchen counters of many households and incorporates them together thereby eliminating clutter It is an item that is sold to consumers through a few retail outlets Personal Selling The personal selling commitment needed to sell this exclusive product is relativel
6. the unit as well as receiving the cooperation from the manufacturer regarding known problems and the like Since this product has relatively few outlets the need for a training center would not be feasible however PG may have a training facility at their HQs due to the wide variety of products sold I would think that an interactive DVD or some form of Internet training would work well If this particular method was not providing enough for the sellers to be truly informed and knowledgeable then perhaps one could be sent to the training center RELATIONSHIP STRATEGY Company Name LG Electronics Product Name LG Internet Refrigerator My Relationship Strategy Typical sales customer relationship The relationship that develops between the salesperson and the client should certainly be one of utmost professionalism The product being sold although it is a refrigerator is a very high end product and in reality one is actually selling a piece of the future to the limited individuals that can afford it in the present Long term relationships can definitely be an advantage to both the client and seller especially in the high end appliance markets Typically a person will develop a liking for the product and then outfit their entire residence or residences with the same product or brand in general terms The salesperson would acquire all the necessary information and any additional information the client is willing to give
7. 13 May I ask you a few questions about the functionality of your kitchen as it pertains to family and friends If you don t mind I would like to ask you a few questions about your daily household activities in order for me to get a better idea of what your needs are I am going to ask you a few questions about you and your family in order to assess how this unit will better serve you and your needs if you don t mind NEED DISCOVERY Company Name LG Electronics Product Name Internet refrigerator IR Preplanned Questions to Discover Buying Motives 1 How did you first learn of the IR 2 Have your purchased other LG products 3 Do you use a TV computer or radio in the kitchen 4 Are you looking to consolidate several optional non necessity items in your kitchen 5 Is your household very mobile where efficiency and ease of communication are vital 6 What is it that you do not or did not like about you current or previous unit 7 Are you constrained by any monetary limits 8 How many individuals are living in the household currently 9 What is the most important feature you are looking for 10 Is your need immediate or do you plan on purchasing a unit in the future Presentation Strategy Selection Customer Response I first saw the product at the Home in Garden show in Orlando Florida and then again in Miami I have not but my best friend suggested LG bec
8. LG Electronics Internet Refrigerator Sales Manual MBA 9120 Capella University May 16 2003 by David A Jecker Table of Contents PRODUCT SERVICE INFORMATION sccssssscssssssssssscsscsssssscssssscsscsscessessssssssssssesssssescessssssssssssessesees 4 PRODUCT OR SERVICE DESCRIPTION c ssssseccccccccssssssesccccccseussssescccccescuuussseececesessuuusssescesccsesuuuueascecessesaueaens 4 COMPANY DESCRIPTIONS dla la aie odia 4 PERSONAL SELLING PHIL OS OPE wossivcesvccsssccsscessesssassssed sescseicccssnvessvancsssateestecivs coos sodusasateeaseavsaeves 5 MY PERSONAL SELLING PHILOSOPHY ccccccccccccccssssssceccccccccusssssescccccecesuussesccccceseuuusesescecccsesuuesesssceceseseaueaens 5 M rket SOU a ahs esata Capen UNS 5 FELIU e oda E A tans 5 PLONE OI SERA ia 5 RELATIONSHIP STRATEGY 0000000000000socoosoosossossesossossesoosoesocsossssossosossoosossocsossssossosossocsossessossssossoss 6 MY RELATIONSHIP STRATEGY gh 100 rk aca a Ne el nl 6 Typical sales customer TE AO No 6 Attitude of Salesperson eii re a ta Noa tape ac E A Lada de a A ae aL ar eos 6 Appearances srna arae AA id 6 Relationship Strengthening MELIA A A AA a a 6 COW Comm nication stle A dd 7 PRODUCT AND FEATURE BENEFITS uu cccccccccscsscsssssssccsscecsssscsssssscssscecscescssscsscssscscscecscssssessssssesees 8 BRIEF COMPANY DESCRIPTION cscsceccccccccecssssseccccceccussssescecccsecaueusssececcesesseuuesssceccesessuuueusececcesseaeuueaensecee
9. Yes Mrs Winston Would you like for me to inform you when I receive the applicable date Well Mr Horticulture throughout our discussions and all through the demonstration you commented on the ease of use and practicality of the unit The price includes the convenience of an all in one unit the future technology of tomorrow literally here and now today in this unit and the reliability and backing of our company But even more so the integration of this product into your daily routine can improve efficiency and productivity Mrs Garovnia we are so sure that you will love this unit and find yourself using its features everyday A couple takes a minute and gives a noticeable smile and show of excitement Assumption 20 we give you a 14 day trial period in which you can return the product to us for any reason Your money will be refunded with no questions asked If you like 1 can check the availability of delivery to your area as well as get the financing approved or did you say you were ing to pay cash SERVICING THE SALE Company Name LG Electronics Product Name Internet refrigerator IR Method of Adding Value Suggestion Selling Suggest other products offered by LG Electronics Cross Selling Offer other products to customer Follow Through Phone call Follow Up Card What Will I Say or Do for the Customer LG Electronics does offer a microwave that
10. ae cotta rra scan 12 WHAT WILE YOU SAY eiun eda cbehceds choses 34s a e a dusai dah Sec sedduas sbeheads ck aaa a a aaa 12 1 Product Demonstration cccccceceeeeesesesessssssssssssssscecscscscscssscsesesesssesesesesesesesesesesesssesesesesesesesesesees 12 2 EustomenBeEnclticto cai o TR 12 ROOT EN o Y EIE ITEE EEA RIE da sted 13 O O OTT oP ey me EET ea 13 a a E o al acl 13 NEED DISCOVER V lt li 14 PREPLANNED QUESTIONS TO DISCOVER BUYING MOTIVEG ccssccssssecseeecssececseceecesccecseceeceeeeecseececeeeeeeseees 14 CUSTOMER RESPONSE tia a E A A ee a 14 PRESENTATION STRATEGY SELECTION ccscsssceccccccccsssssscsccsccecceussesesccsccsssuueaseecceccessuaussgesccsseeseuueaeeeeceeseeaea 14 DEMONSTRATION lt a idos 15 WHAT I WILL SAY INCLUDE BENEFIT sa A 15 WHAT I OR THE CUSTOMER WILL DO uo se ceeecececcccccccssesssceccccceccussssscsceccceccssuussececcescesuaueasececceseseesueneneecessseaea 15 FEATURE TO BE DEMONSTRATED nireset nenea a r ie a aaa daaa iae e ead eaaa a hih 15 IRAE TCM A A AE NAE A ANAE AEEA A A AE A AA 15 Gliro guleton aa O N a EO a etre 15 O a cae O a aaa a a a a cies a Tere Aa ees 15 TEV AE TE VAE AR S EET E 15 Tnlernel atan E te O a a e ed a a a ea aa 15 Cook BOOKS sce ans ac and TONE ca as To ON abad tate Tas adn stan e A A A T 15 COLAS ASE ALS A A tt dex Maes 16 MES are ada da aid 16 PHOTO ALDO MS ua art bla tala imitado to tstial baracca ds 16 DEF CUD ONOSTIOS iS AN teesebeh tubs E E EAA 16
11. ause they are known for their technological features and reliability Yes we have all of those and a few more that clutter up the kitchen and take up valuable counter space Yes I want to have as much counter space available in the kitchen Yes it seems that the only time we do get together is after we schedule an appointment to do so Therefore an effective communications center that is readily available to all members would be beneficial Obviously it did not have any of the interactive features this unit offers and it did not provide adequate cooling in all areas of the fridge The only constraint we have is that we cannot afford to make a cash payment up front We are able to make just about any monthly payment under 250 Currently there are 4 but once the other one returns home for the summer the count will be 5 Besides a fully integrated operations center I am looking for quality build and true functionality We are currently having a house built and wired for all purposes so we would need it installed in approximately 2 montlhs The Presentation strategy needed for the successful sale of an 8000 refrigerator would appropriately be the persuasive presentation strategy The need is there for most people to have a refrigerator however one is able to spend less than 1500 if all they are interested in is a basic 14 cold box Company Name LG Electr
12. contains some impressive features Would you like for me to show you a few models now We offer some of the most advanced washers and dryers as well as combination units if space is critical I would love to show you these very impressive machines at any time of your convenience Call customer to make sure that the delivery and installation process was timely and cooperative Send card thanking the customer for their purchase and include a few business cards for them to pass around Make sure to include the website address 21 Post sale Courtesy Contacts Frequency Items to discuss New offerings Send customer a thank you card or email and let them know of any special offers or new products Reassure them that if they have any questions and or concerns they can contact me Keep the customer informed of any and all non related products we offer if it coordinates with the customer s data that we obtained throughout the entire process May also want to get an update from the customer because their preferences and or circumstances may have changed Call should be made on the day that the unit was being installed Time of call depends on time of scheduled delivery and the customer s schedule Thank you card need only be sent once but other reminder cards can be sent when new products are released Include a survey and or a form asking if any one they know is interested in LG s products and make sure
13. ct however stretches beyond actual need and lands in the want column Questions such as the following would have to be asked by the salesperson to ensure a reliable sale Is the kitchen a major gathering point in the household Do the customers have a computer for browsing the Internet in the kitchen If yes then does it take up valuable counter space If no then would they like to be able to have the capability Do the customers have a television and or radio in the kitchen If yes then does it take up valuable counter space If no then would they like to be able to have the capability What if any are the main problems with their current unit Not cooling space out of style not user friendly etc Is the household busy with the comings and goings of the family to where notes are often left out of place or they are forgotten How will the customer pay If the answer is cash or a major credit card then there is no problem If the answer is I need to finance through this store then the question of annual income will come into play This is important because if the annual income is only around 30K then purchasing an 8K refrigerator may not be the correct choice then again it may Why does the customer want the unit Is the customer familiar with our company and our other products The typical prospect is an individual and it could also be noted that they have a higher than average income The following are some exampl
14. dge ourselves in a quest for betterment that we truly can shed much of what we have been told and find what we truly believe This is easier said than done but it is possible A mentoring figure at work or an author or a relative can be someone we admire and emulate however this is only really constructive if we incorporate ourselves in the largest part of the mix We cannot become someone else but they can help us become better communicators in this instance There are many classrooms books and interactive DVDs that aim to teach better communication skills Some people try to analyze each and every movement of someone eye s voice etc and I find this to be de constructive If you are always searching to apply meaning to everything you are not really listening The key fact to remember is that communication takes place between two or more people and it is not one sided nor does it the interpretation always have only one meaning PRODUCT and FEATURE BENEFITS Brief Company description Beginning with LG Chemicals in 1947 and LG Electronics in 1958 LG currently consists of 47 affiliated companies in four business fields Chemicals amp Energy Electronics and Telecommunications Finance and Service with 300 worldwide offices and subsidiaries and 130 000 employees Since establishing its first overseas manufacturing subsidiary in the United States in 1982 LG has pursued international expansion and today is a global company with regi
15. es of buyers People on tight schedules People who are always on the go Families whose kitchen is the hub of action in the house People who are interested in having music TV and or the Internet in the kitchen People who are interested in having the very latest technologies integrated into their lives People who want the very best regardless of cost People who want to have many features and products combined and condensed all in one rs These prospects for the most part would be found through personal buyers the prospect hires or having them come into the store in person Another way to find more prospects would be to for a relationship with upscale builders Tools for managing and tracking progress with customer relationships and prospects CRM ACT etc I believe that overall because the clientele is relatively small and the base is made up of mostly individuals that a very basic CRM could enhance the seller customer relationship It would be a good tool to have in order to send thank you cards when appropriate and or contact the buyer regarding new products It could also be a good tool to track certain characteristics of the buyers so one could better target other prospects 10 List of Prospects amp Decision making method Potential Sales Volume used I believe that the overall pattern of the The product was released to limited sellers in decision making process of this product is October of 2002 and just went
16. ften making the sale ASAP however there are those individual circumstances when the prospect just wants a change or some other reason which would make the time period more lengthy Social Contact Methods After the professional and knowledgeable sales staff has determined through communication and dialog that the IR is one of interest to the prospect the salesperson can mention the fact the IR has obtained the Good Housekeeping Seal of Approval This achievement is a recognition of quality reliability and durability Another conversational piece could be the fact that Chef Bobby Flay has teamed up with LG in order to show how innovation in the kitchen can improve daily living Business Contact Methods The transitional path from social contact to business contact must be supported positively from both an objective and subjective point of view in order to enhance and strengthen the sellers position Method of Approach What Will You Say 1 Product Demonstration Interactive features As you can see the front panel contains the touch screen where with just a touch of the finger the capabilities come alive If you open the door and look closely you will see that the shelves all have ample storage capacity The operating system of the unit s interactive feature is Microsoft Windows 2 Customer Benefit This IR will not only keep your food cooled at the desired temperature but will also act as an operations cen
17. hould ever arise in which you want to show a guest some pictures while you are working in the kitchen the photo album will allow you to carry on with socializing while making dinner The smart on board self diagnostic feature allows the unit to tell you what is wrong when and if something ever does go wrong before the results are dramatic 16 Walk them through the various functions Have the prospect leave a video and voice message to show the ease of use The prospect will not only view items in the photo album they will also import some other photos from another networked main household computer Use a simulation to demonstrate how this feature works Company Name LG Electronics NEGOTIATIONS Product Name Internet refrigerator IR Customer s Concern Type of Concern Possible Response Price is too high I am not too familiar with computers and I am a little concerned about learning how to use it Have not heard too much about LG Electronics I don t want to have to get up to change the channel on the TV Metallic finishes usually show fingerprints XYZ company has always provided good service We don t have a LAN connection We want all of our appliances from the same vendor Source Product Product Price Source Product 17 The price includes the ability to have many functional household appliances built into the most technologically advanced kitchen prod
18. kbook Unit contains a self management system If any function appears to be out of sync the self diagnostic function will detect this and display a read out if necessary saving you the guesswork 8 Has a stored food function for tracking expiration dates Customer can safely store food in the fridge or freezer for a set time period with safety Finger proof Titanium finish Allows for less time cleaning finger prints and for more time enjoying the futuristic elegance and functionality of this unparalleled Has the latest technological door design and incorporates Cooling the large door items no longer consists of rotating the Multi Air Flow System them throughout the fridge or placing them on the lowest level Dispenses filtered water and ice on the freezer door directly from one source The touch screen feature and remote feature are included features for the entire family 26 ft This huge fridge can accommodate a large family Door alarm Alarm will sound if door is left open allowing you to save on energy consumption and also allowing you to save your food products CUSTOMER STRATEGY Typical buying motives of prospect The primary motive for this type of product namely a refrigerator is one of need There are very few households or businesses today that do not have a refrigerator I have seen a fully equipped house with wealthy inhabitants that would eat out everyday and had no refrigerator This produ
19. livery fee is the cost of the setup All of our people have the capability and are certified to install the unit We also offer the 1 year on P L however we offer 7 years on the sealed portions If you give us the name of the contractor we can make arrangements for the proper delivery date CLOSING Company Name LG Electronics Product Name Internet refrigerator IR Closing Clue Prospect Closing Method What kind of financing do you Multiple option offer I would like this unit installed in my house ASAP I would like you to send the bill to my contractor and make arrangements for the installation to take place when the time is appropriate I would like to have this unit Assumption but I am not sure the price is justified What if I find that I don t need Special Concession or use these features when I get it home Closing Statement Salesperson Currently we have several options available We have a seasonal event that allows you to make no payments until 8 months from now and the APR is 18 from that point We also have our balloon payment plan which allows you to have a small payment in the beginning and a larger payment towards the end The APR works out to be about 12 15 We also have our traditional financing which is set at 10 over 3 years That sounds great I will check with my delivery manager and let you know what the first available date will be
20. onal headquarters in key locations around the world LG is headquartered in Seoul Korea LG Electronics is the largest company within the LG family with revenues of 13 billion US and 64 000 employees working in 72 international subsidiaries LG Electronics products are marketed in more than 180 countries LG Electronics is comprised of four separate companies Digital Display amp Media Company Digital Appliance Company Mobile Handsets Company and Information amp Communications Systems Company The LG Electronics Digital Appliance Company LGE DAC produces laundry products refrigerators microwave ovens vacuum cleaners and air conditioning systems the Internet refrigerator falls into this category Product or created product solution The Internet refrigerator is much more than that of an additional monitor for your home computer in fact it is a fully functioning self contained unit that is designed for the family that is continuously mobile and or for the family that gathers in the kitchen for socializing The IR is a TV audio player Internet portal device photo album message center calendar cook book food storage indicator and has a self management system that indicates troubles These features in addition to the ample storage space within the unit and the latest technological cooling specifics make this the beginning of the future in home appliances Technical expertise needed Not too many technical details to remember if
21. one is familiar with the technology in today s world however it would be appropriate to get to learn all the programs that operate on this system One does need to have the newer and improved cooling designs and properties in mind because they are important to some customers and the product itself Life Cycle This product is relatively new and on the cutting edge of home computer integration as far as appliances are concerned I would place the concept of the integration in the emerging stages of evolution Pricing The pricing may be a little far out of reach for the ordinary middle income household with the base price of 7 999 Using a value added strategy is a very good approach to use for this product a product that is the way of the future and the benefits obtained in this early stage will no less be the very ordinary benefits of what will be expected co Feature gt Corresponding Benefit LG Electronics has revenues over US 13 billion annually Customer has assurance and backing of large successful company The TV Audio and Internet capabilities are on board You can use existing connections to download video systems audio recipes or to watch TV immediately also saving valuable counter space System has a built in microphone and camera This incredible feature allows you to not only leave complete voice messages but also allows you to leave photos Other linked features include a calendar photo album and coo
22. onics the knowledge to the prospect Feature to Be Demonstrated Ultra quiet KK THE FOLLOWING COULD BE COMPLETED BY THE DEMO PROGRAM LOADED ONTO THE DEMO UNIT EXPLAINING IN AN INTERACTIVE FORMAT THE VARIOUS PROGRAMS HOWEVER I WILL ACT AS IF THE UNIT HAS NOT HAD ITS DEMO PROGRAM LOADED MUCH WILL BE THE SAME Internet Cook Book DEMONSTRATION Product Name Internet refrigerator IR Selling tools to be used The best selling tool to use is the unit itself Since most sales will be made in house the physical product along with its built in tutorial and any additional print communications will be extremely helpful The premium tool is the salesperson s knowledge and the ability to communicate What I Will Sa Include What I or the Customer Will Benefit Do This unit has the latest touch screen technology which allows the user to easily navigate through screens without having to pull out the keyboard We have isolated this in order for you to hear or actually not hear the typical sounds of the unit as it functions Next to it is another common fridge from IOU corporation You can hear how much more quiet our unit is compared to the other one I want to now show you the many features of this exceptional unit The 15 1 LCD screen offers crystal clear reception with a wide 160 degree viewing angle It also has a remote control for ease of use The internet feature allows you
23. policy of wearing an embroidered oxford or polo then that is what will be worn by the salesperson If the store contains all exclusive items and the dress code is varied I would suggest an oxford and tie If one has a meeting with a large contractor who builds exclusive homes and wants information regarding this product then perhaps a suit would do Be flexible but be yourself A positive knowledgeable salesperson in a polo shirt could outsell a negative salesperson in a fine suit for the most part Relationship Strengthening Methods Honesty and integrity can be a key strengthening method used by not only salespeople but also by anyone who wishes to be a person of good character The ability to follow through on promises made verbally or contractually in written form will cement the efforts made at least on the seller s behalf for no one can guarantee someone else s behavior As the text states in our most recent chapter there are many ways to use conversation to strengthen or enhance relationships that include the following Become genuinely interested in other people Be a good listener Encourage others to talk about themselves always a good one Talk in terms of the other person s interest Own Communication style Everyone must develop their own communication style As we grow over the years we are encouraged or discouraged in ways in which to communicate It is only when we are able to objectively ju
24. seeeea 8 PRODUCT OR CREATED PRODUCT SOLUTION ccscsessssssssscssssssssssssssssssssssnssssstsssnsssasssssssassssssssssssstsnssssssananaea 8 TECHNICAL EXPERTISE NEEDED iascosd s AEA EE dite este cS EEEE ETETA EE E TEE EEES O 8 TIRE CY O Di D EE S T E A S A NEE A ATE E tamuebenedteabene 8 PRICINGS ad tobe eee ee a T A TUR A O TAS 8 PEA TURE 0 EIE EAEE AA EET E E EE A EA E E AE EE ET 8 EORRESPONDING BENEFITS E S E E E EAEE E EE E dan 8 CUSTOMER STRATEGY meaa ia 10 TYPICAL BUYING MOTIVES OF PROSPECT cssssesssccecceccusssssesccccccccuussessccccceceuueussescecceseseusueaescecceseesuanensssescs 10 QUESTIONS SUCH AS THE FOLLOWING WOULD HAVE TO BE ASKED BY THE SALESPERSON TO ENSURE A RELIABLE SALE A I A Lucite Dobe teat AL EE os Mat NS Eee Sy 10 THE TYPICAL PROSPECT AS AN INDIVIDUAL AND AS A COMPANY REPRESENTATIVE IF APPROPRIATE 10 TOOLS FOR MANAGING AND TRACKING PROGRESS WITH CUSTOMER RELATIONSHIPS AND PROSPECTS CRM PRCT BUC A E a aaia aT 10 LIST OF PROSPECTS amp DECISION MAKING METHOD USED cccssssseseccccccccusssscecccccessusesssescccsceseuaunssescesceeeea 11 POTENTIATE SALES VOLUME A A ts aS E A e nae Paso 11 BUSINESS CONTA Cr ES 12 PRESENTATION OBJECTIVES 2 Deba en 12 TYPICAL SATES OCEAN A A A A TA 12 SOCIAL CONTACT METHODS 0d A A da EET 12 BUSINESS CONTACT METHODS ccccccccccscsssscscccccccsensssscsccsccecseussssesceseccesenssssescesccsseesesssescescssesuausssesceseceaea 12 METODOS ABER OAC ani e
25. ter for the entire family The 3 large sliding shelves will make it easy for the smallest member of the family to access the items without taking other items out You will no longer have multiple units on the countertops taking up space instead your TV computer radio and other beneficial features will be built into the unit 12 3 Referral Entertainment Business Personal Personal u Chef Bobby Flay s producer Mrs Diana Goldfinger was so impressed with the features of our IR that she suggested setting up a meeting with you in order to discuss how this technology could also benefit you and your clients fictional name Mr Jolly was so excited with our IR that he insisted that I personally give you a call and invite you over for a personal review of our latest most technologically advanced unit The Jones recently purchased our IR and suggested that I call you to let you know that if you want to be on the in you must purchase one of these fabulous units PTA o G OE Are you looking for a new unit based on necessity or just want to replace an older one Do you have many members of the family who use the kitchen for uses other than just eating Are you looking for integration in order to incorporate technology without sacrificing counter space Is there a specific feature that you are looking for in the new unit So swe BB l Generic Personal
26. to surf the web as you normally would do on your PC This feature can let you do many things beyond searching the web it can let you check emails and search the net for various recipes In addition to searching the web for recipes you could also import and save your favorites within the on board cook book I will show the customer the screen At this point they will do nothing I will ask them if they want me to show them how this feature along with the onboard programs can add value to their lives Have the prospect listen to the difference in ambient noise Have the prospect watch and listen as I explain the main menu and its features Have the customer look at the screen from various angles to show clarity Also have the customer change channels via remote The customer would now be fully involved with the demonstration I would just be walking them through various programs I would have them logon and visit the LGE website Have the prospect open the cookbook and pull up several recipes Calendar Messages Photo Album Self diagnostics In today s world the need for your family to stay somewhat organized and synchronized is very important With the calendar different family members can keep up with one another s immediate or future plans In building upon the necessity to stay connected and updated the message features allow for text video and voice messaging If the need s
27. uct available on the market The unit users MS Windows and is very user friendly The programs are all accessible via touch screen and the main and sub menu is very intuitive LG Electronics LGE currently has sales of over 5 6 billion and is a division of LG Group which is headquartered in Seoul Korea LG Electronics began manufacturing refrigerators in 1965 Today LG Electronics has over 72 subsidiaries and 55 000 employees around the world and is known for their use of technology in integrating that technology into useful products The system comes with a fully functioning remote We have developed a finish that is extremely easy to clean however the finish is very resistant to showing marks left from normal use We take pride in both our product and our warranty and will back it up with equal or better customer service A LAN connection is definitely recommended but not a necessity Your cable company or telephone company could install a connection when you are ready to upgrade We do offer a great number of appliances and will continue to expand to meet our client base I would need someone to set Time Product Price up the unit at my house XYZ always provided a Product Source warranty of 1 yr parts and labor and 3 years on the other sealed portions We don t need or want the unit Time today because we are having a house built 18 Included in the de
28. y high more so in the customer service area The seller must be aware that the price tag of this refrigerator attracts a higher income class of people who want good service with the product The seller must know all of the technological features of the basic unit as well as well as the Internet features well enough to explain how this unit will benefit the customer Those who are interested in this product however will expect to be fully informed on the use of the different features This may require that the sales person take time to demonstrate the features or be available if questions do arise at a later date The simplicity of the product allows all members of the family to use the beneficial features in order to communicate with each other or via email to anyone Personal selling in this case is more concentrated on the futuristic capabilities than on the basic refrigeration techniques used however both are important features that must be identified to the consumer Problem solving Training Training involved in this product must represent two distinct fields One field which we are less concerned with for this project is the repairing of systems that any refrigerator operate that is the technical wiring refrigeration etc The second is the knowledge and experience of the seller to recognize how the different systems within the unit operate and which systems may cause errors This must be gotten through experience in using the software on
Download Pdf Manuals
Related Search