You are a full-time student at PSU working part-time at the Best Buy Store located at Cascade Station. The manager of your store wants you to identify potential customers on campus and sell Dell laptop computers to those who have a need for this product.

Salesperson Profile

You started working at the Best Buy Store after graduating from high school. The store manager was impressed with your computer expertise and your friendly manner. Although you are able to sell any type of computer, you tend to specialize in laptop computers, which are ideal for college students who have mobile computing needs. Your personal computer is a new Dell laptop, which replaced your old desktop computer, and you love it!

Customer Profile

Melissa Torres is a full-time commuter student who lives with her parents and shares one computer with her mom. Each morning she drives about 20 miles to PSU (one way) and spends most of the day attending classes, working in the library, and visiting with friends. She currently spends about two hours each evening on the computer at home.

Product

You sell several different laptop computers that vary in price from $499 to $1,299. Each laptop is equipped with specific, easily accessible ports to interact with a variety of external components. All of your notebooks offer both productivity and entertainment applications. Services offered by Dell include helpful assistance via telephone or online tutorials at www.support.dell.com. Dell's warranty also provides for service and support to be handled by the Geek Squad which is located in the store.

Instructions

For this role-play activity, you will meet with Melissa Torres and determine her interest in and need for a laptop or notebook computer. Prior to meeting with Ms. Torres, outline your strategies below. Include at least two things you will either do, say or focus on in each of the four strategy boxes below. Practice the role-play with a student in the breakout session. Share with the class how things went.

Relationship: How you will build trust & rapport

Product: The value your products provide

Customer: How you will determine needs

Presentation: How you will approach Ms. Torres

Answer rating: 100% (QA)

Relationship How you will build trust rapport 1 Greet Melissa with a warm and friendly smile and int... View the full answer