1. In delivering a sales presentation, you are asked to deliver a follow-up sales letter which summarizes your presentation. Would this be a persuasive letter? Why?

One of the best ways to follow up a sales call or meeting is to write your prospect the next day and thank him or her for their time. This is one of the simplest and most effective ways to stand out from your competition and reconfirm your interest in the relationship you’re building.

The purpose of this letter in my opinion is to thank your prospective client for the meeting and to reinforce the potential relationship with you a valuable partner. The follow up letter is only to reinforce the relationship and the spirit of cooperation, I do not believe the letter should be an attempt to close with your prospect. Speak in terms of possibilities of a successful partnership and plans for a follow up meetings where you pour on the charm and persuasiveness to close the sale.

2. You are a Marketing Specialist who deals with clients on a daily basis. You have just received the following email: “Bob- We have just found out that the Accounting Department has overcharged
Client ABC $12,023 in May 2008. Please contact Sue Smith in Accounting to figure out what the ramifications are, which other clients might be affected, and what the best way to resolve this issue would be. Regards,
Tom Smith, President” You have Sue Smith’s email address, desk location, and office number. Decide which method of communication (email, written memo, etc) would be best.
Why?

Because of the seriousness of the situation I feel the best first step method of communication would be a face to face conversation with Sue Smith at her desk. Face to face communication has many positive advantages such as allowing you to be persuasive and you are less likely to be misunderstood. “In conflict resolution, you can reach a solution more efficiently and cooperate to create greater levels of mutual benefit when communicating face to face” (Ch11 pg.308)

After having an initial face to face conversation with Sue Smith I would follow up our conversation with an email summarizing the conversation and next steps to resolution and would request a follow up meeting to audit each our clients’ accounts to identify and other accounting discrepancies.

3. In the example above, how would you cushion the blow when delivering the message? Justify your answer.

I believe the direct approach would be the best method of communication to resolve the accounting issue.

Direct approach process:
1. Directly state the bad news.
2. Provide supporting facts/reasons for current state.
3. Close the message on a positive note perhaps offering alternative solutions.

I feel step three is where you would provide cushion and reiterate support and a willingness to assist. This is where I would create a positive spin and summarize the accounting errors as a learning experience that we will work through together.

4. Does the fact that the email came from the President, have any bearing on your course of action? Why?

Yes, the fact the email came from the President of the company does play a role in the sense of urgency to resolve the issue as quickly as possible. This issue has apparently gained a lot of visibility at the executive level and with it I imagine a lot of negative feedback from the client.

If clients were to speak amongst each other about issues related to money and accounting errors then confidence levels will surely be in question as well as future business deals. It would be in our company’s best interests to resolve this accounting issue as quickly as possible.

Although this is a very serious issue needing an all hands on deck approach to resolve, cooler heads always prevail. Being a team player by being supportive to your peers is of utmost importance to not add additional unnecessary stress while working through this issue.