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Author Question: Matt was so excited He finally had the chance to demonstrate the Capstone Capital Cooker to the ... (Read 31 times)

ARLKQ

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on: Jun 29, 2018
Matt was so excited He finally had the chance to demonstrate the Capstone Capital Cooker to the president and CEO of a large corporation. The presentation was going well (Matt had practiced it many times), and the president and CEO appeared to be very interested. Matt plugged the cooker in, set the chicken on the grill, and said, I sure hope everyone's hungry. You won't be able to resist this dish after I've finished
 
  As Matt continued to review the benefits of the product, he noticed the grill was taking longer than usual to heat up. He commented on the weather while he checked the electrical outlet. It was then that he noticed sparks and smoke coming from inside the electric grill mechanism.
 
  Matt was taken completely by surprisehe had never anticipated that the product might fail. He wondered to himself, What in the world should I do now?
 
  How should Matt address the customer's concern about the product quality?

Question 2

Matt was so excited He finally had the chance to demonstrate the Capstone Capital Cooker to the president and CEO of a large corporation. The presentation was going well (Matt had practiced it many times), and the president and CEO appeared to be very interested. Matt plugged the cooker in, set the chicken on the grill, and said, I sure hope everyone's hungry. You won't be able to resist this dish after I've finished
 
  As Matt continued to review the benefits of the product, he noticed the grill was taking longer than usual to heat up. He commented on the weather while he checked the electrical outlet. It was then that he noticed sparks and smoke coming from inside the electric grill mechanism.
 
  Matt was taken completely by surprisehe had never anticipated that the product might fail. He wondered to himself, What in the world should I do now?
 
  Is there anything Matt could have done prior to his sales presentation that might have averted the product malfunction?


wtf444

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Reply #1 on: Jun 29, 2018
Answer to Question 1

This might be a tricky issue and may require additional time and sales calls. Matt might want to refer to the company's quality control experts (maybe even bring them in on the sales call) and discuss the unlikelihood of product failure and the measures that are in place to prevent similar mishaps. He also may want to offer the CEO a product sample to take home and try on a regular basis as a way of reassuring him that the product malfunction was an exceptional incident. While the incident is unfortunate and embarrassing, in reality, nothing is perfect and things happenPower Point slides malfunction, weather delays important shipments, and products occasionally don't work as expected. A sense of humor and humility will probably go a long way in this case.

Answer to Question 2

Matt probably should have arrived in enough time to test the product and confirm that everything was working correctly. He could have even cooked food during the test and offered it as hors d'oeuvres while he was making the sales pitch.

In addition, Matt probably should always keep a spare product available just in case of product malfunctions.


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