Background Roberta Thomas has seen the good life. Her compary is paying high bonuses to bring in new customers. Thomas has earned more than $100,000 per year over the past three years. Thomas has been given increasingly higher quotas during the past two years to reach her bonus. She feels thas her compary is purting her in an awkward position. She wants to continue to reach her quota, but in doing 50 , she will spend more than 90 percert of her time trying to bring in new business. Just over two years aga, she spent half of her time keeping har present customers satisfied. Her custorners have been complaining about how little attention they receive. Thomas knows that she is not spending enough time with them. She brought her dilemma to her boss, Betty Barnett, who seemed less than sympathetic. Current Sltuation Their conversation follows: Thomos: I arn really having a problern with the quota I have been assigned this year. Barrett: Is that so? What is the problem? Thomos: I think it is too high. I have to spend way too much time going after new business. Borrett: That is what we pay you to do;your job is to bring in new business. Thomos: It was not that way many years ago when I spent at laast half of my time keeping my present customers happy. I enjoyed following up with them and building strong relationships. Borrett: Times change, you know. We have to bring in new business or face the chance of laying some of you off. Thomas: You can look over some of these phone messages I have received. These are some of our best customers, and they do not think we are taking very good care of thern. Barrett: Poberta, we have a big contest going on, and I do not intend to lose it. You had better bring in your share of the new business to win or you will ler down your entire branch. Thomas could see she was not getting arrywere and changed the subject. Questions 1. What would you do if you were Thomas? 2. What would you do if you were Barrett? Questions 1. What would you do if you were Thomas? 2. Wha would you do if you were Barrett? Role Play Situation: Read Case Whatever it Takes to Get the Order Characters: Thomas; Barrett Scene: Location-Barrett's office. Action-Continuation of Poberta and Petty's conversaion. Pole ply Thoms not changing the subject and pursuing her concerrs. After completing the role ploy, address the following questions: 1. Thomas is not getting anywhere with Bareet; should she go to Barrert's boss? 2. Why can Thomas not go back to her old way of doing things and spend the time with her existing customers like she wants to