Ron Is Likely to Encounter When He

¶ … Ron is likely to encounter when he begins to make calls on his customers in downtown Los Angeles?

There are a plethora of potential concerns that future customers are likely to confront Ron with when he contacts them. Some of the possible concerns include questions about the quality of products, warrantee information, customer service capabilities, what items are offered, prices, reliability, reputation, delivery availability, usage reports, and undoubtedly many others. It is also reasonable to believe a large percentage of questions will revolve around price and overall value. Another top question is likely to be the level of convenience offered for orders and service issues. Although this list represents some of the most common concerns that potential customers are likely to make it is by no means comprehensive and Ron should expect to be asked questions that he doesn't have an answer rehearsed already.

Pick one concern you listed in the previous question and examine it in further detail with consideration given to the basic points of negotiating a win-win solution.

One concern that Ron might face is the level of convenience that his organization can provide the customer in terms of ordering and service related issues. Each customer may have unique concerns in which a solution to overcome those concerns will take some creative thinking. For example, say a potential customer is worried that if they switch office supply providers they might not be able to keep up with the stock levels as well as they could under the previous order system. Ron will need to have a good understanding of his organizations capabilities to build solutions on. However, if he is familiar with all of the different options he can possibly provide then it is likely that he can figure out a new system that can meet or exceed the reliability of the previous one. Ron may also have to take time to familiarize himself with the previous system so that he can put together a new system with the same requirements.

3. Assume you are Ron and a customer has expressed the following concern: "we don't want you delivering during banking hours. Bringing in big boxes of supplies will upset our operations and our customers who are here trying to conduct business. Our current supplier makes deliveries before 6:30 in the morning and I don't see any need to change." How do you respond?