Chapter $4.$ Case: Cyberware Solutions and Baker Biggs, LLC

Background

This case involves you, the business development manager for St$.$ Louis$-$based CyberWare Solutions $($an industry leader in end$-$to$-$end digital technology and networking projects for worldwide clients$)$ and Brianne Jackson, IT director for Baker Biggs, LLC $($a prominent Houston$-$based national law firm specializing in financial security litigation$).$ Baker Biggs is in the planning stages for a move to new and larger facilities across town. Coinciding with this move, Baker Biggs wants to completely replace and update their digital technology across the new offices, conference rooms, Zoom rooms, teamwork areas, and mobile platforms. CyberWare Solutions has established itself as a major player in the digital business technology and networking marketspace specializing in customized, value$-$added systems solutions for business and government entities nationwide. Over the past year, St$.$ Louis$-$based CyberWare has added sales and support centers in Dallas and Houston, Texas.

Current Situation

The Baker Biggs technology replacement project is a major and complex undertaking which includes turn$-$key computers, telecom, and information technology systems including laptop$/$desktop$/$mobile combinations for each of their $28$ attorneys, desktop systems for their $35$ staff members, along with archive data and e$-$mail servers. CyberWare specializes in this type of turn$-$key network and you will be coordinating a sales and service team dedicated to this project comprised of CyberWare$$s own in$-$house engineering, audio$-$visual, programming, and systems group along with a specialized network of hardware and software providers.

In preparation for an initial meeting with Brianne Jackson, IT director for Baker Biggs, you$$as CyberWare$$s business development manager$$are outlining your information needs and developing a draft set of needs discovery questions. These needs discovery questions will be the focus of the meeting with Brianne Jackson and enable the CyberWare team to better identify and confirm Baker Bigg$$s actual needs, desires, and expectations in relation to new and expanded computer and information technology capabilities.

Questions

What information do you$$CyberWare$$s business development manager$$need in order to fully understand the technology needs of Baker Biggs?

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.