Assignment 3 - Skaggs Manufacturing CaseStudy
CASE 5.1
Skaggs Manufacturing
John Andrews arrived promptly for his 10 am meeting with MarthaGillespie, the buyer for Skaggs Manufacturing. At 10:15, when shehadn't arrived, John asked her secretary if she was out of theoffice for the morning. The secretary smiled and said, \"She'llprobably be a few minutes late.\" John resented this delay and wasconvinced that Martha had forgotten the appointment.
Finally, at 10:20, Martha entered her office, walked over toJohn, said hello, and promptly excused herself to talk to thesecretary about a tennis game scheduled for that afternoon. Tenminutes later, Martha led John into her office. At the same time, acompeting salesperson entered the office for a 10:30 appointment.With the door open, Martha asked John, \"What's new today?\" As Johnbegan to talk, Martha began reading letters on her desk and signingthem. Shortly after that, the telephone began to ring, whereuponMartha talked to her husband for 10 minutes.
As she hung up, Martha looked at John and suddenly realized hisfrustration. She promptly buzzed her secretary and said, \"Hold allcalls.\" She got up and shut the door. John again began hispresentation when Martha leaned backward in her chair, pulled hergolf shoes out of a desk drawer, and began to brush them.
About that time, the secretary entered the office and said,\"Martha, your 10:30 appointment is about to leave. What should Itell him\" \"Tell him to wait; I need to see him.\" Then she said,\"John, I wish we had more time. Look, I think I have enough of yourproduct to last until your next visit. I'll see you then. Thanksfor coming by.\"
John quickly rose to his feet, did not shake hands, said \"OK,\"and left.
Review case 4-1 on page 129.
- List a minimum of 5 nonverbal cues that John Alvez experiencedduring this meeting.
- For each of these actions, how should John have responded andwhy?
- How could John have reduced his stress when he found out theclient was running late?
- Based on the client's behaviour, which communication barriersdo you think were present?
- Determine if the client showed Caution or Disagreement signals.Describe the attributes and logic of your choice and the keys stepsfor overcoming this problem.
- Explain how John could have used empathy in this situation andwhy empathy is important in sales success.
- Find an image that represents John's feelings during thismeeting. Include Image Citation.
