Assignment Overview

Your Role at Salesforce

You are a team of sales representatives working for Salesforce, which is the world leader in on-demand customer relationship management (CRM) services. One of the benefits of on-demand CRM services is that customers incur neither up-front capital investments nor on-site administration costs.

Your company also offers solutions that are customized to specific customer needs, such as creating different interfaces for different departments and work groups and providing limited access to data for specifically authorized work groups.

Your Customer: Rename Clothing Company

Your team met with Jesse Golden, the marketing director at Rename Clothing Company. A family-owned business. The company currently has a sales force of 20 people and outsources its selling activities for overseas operations to local firms. Each salesperson is responsible for three to four customers. Rename works closely with its suppliers in more than five countries.

At present, the in-house salespeople use spreadsheets for almost all of their selling activities, such as recording sales calls, reporting to sales managers, and tracking the delivery of orders. The new owner of Rename has realized that the current system showed clear signs of overload. Mistakes have started to occur more often, and the company has received quite a few complaints about shipment delays, wrong labelling on products and wrong packaging.

In your meeting with Jesse Golden, you hope to convince him that Salesforce is the right CRM solution for Rename.

Needs of Rename Clothing Company

1. This is the first time Rename has bought a CRM system; it does not want to invest too much money upfront.

2. The CRM solution needs to have a standardized format but, at the same time, offers ample flexibility that allows salespeople to input data specific to their needs.

3. The solution must be able to allow for shipment tracking.

4. Training on how to use CRM technology must be offered free of charge.

Objections to Salesforce

They are concerned about the downtime in switching over to CRM.

You will be assessed on your achievement of the following course learning outcomes:

Apply problem-solving techniques to maintain client relationships.

DELIVERABLE:

Working in your assigned teams, your task is to analyze the objections using problem-solving strategies and techniques to present to your customer, Rename Clothing Company.

Ensure you justify your solutions using all of the steps in solving the problems.

You will use the Problem Solving worksheet to assist you in determining the best solution to each of the objections listed above.

Thanks.