Futrell/Valvasori, ABC’s of Relationship Selling through Service, Fifth Canadian Edition

ROLE PLAY – Reinforcing FAB

Chapter 5

Wave World

Overview

You are a salesperson employed at Wave World, a factory and warehouse operation specializing in pools and backyard accessories and spas and spa accessories.

Wave World carries the Ramsha line of spas. Your specialty is selling the four models in the line directly to the customer through Wave World’s retail outlet.

Wave World promotes the lowest prices in town because the spas are sold from the factory to the homeowner.

Product Fact Sheet

Product

The Ramsha Line of Spas – 4 models available

Market

For those who like “hot tubbing”. It is an excellent way for the whole family to relax. It’s healthy and fun.

The Product Line

ModelsPortablePermanently

Installed

The Compact– seats 3-4 peopleX

The Sunrise – seats 4-6 people X

The Oasis – seats 6-8 peopleX

The Legend – seats 8-12 peopleX

Product FeaturesAdvantages

 Elegantly sculpturedComfortable and beautiful

 Practical as well as beautifulSets industry standards in performance

 Expertly engineered with quality and elegance

materials

 Durable fibreglass shellsResists scratching, scraping or cracking

 Sturdy frameResists water or chemical erosion

 Well insulatedSuitable for use in winter

 Blower air channelProvides continuous bubbling and extra

massaging action

 Quality electronics, valves, Increased performance through the use

gauges and materialof fine materials

 Choice of 12 coloursCan be easily matched to all kinds of

fixtures

______

Benefits

Historians say that the first natural hot water cave originated in Spa, Belgium, but it was the Romans who popularized “hot tubbing”. Because of our growing leisure time and our search for a healthy lifestyle, “hot tubbing” has grown into a form or recreation which also has therapeutic benefits. Some of the benefits Wave World’s spas offer are:

 decreased stress and tension

 improved circulation

 relaxation

 refreshment

Customer 1 Role

You are a landlord and the owner of an You heard about Wave World

old but well-maintained house close to the from a friend who said that they

University of Calgary. For the past sell a good quality product.

three years you have been renting theAlthough you aren’t planning to

house to visiting professors who usuallyinstall a spa for another six months

stay for 6 to 12 months. Things have you enter Wave World hoping to

worked out well since word of mouth has get an education about what’s

always resulted in another professor takingavailable and how installation is

over the place whenever a tenant leaves.handled.

You are considering the purchase of a

spa. You would like to install it in the sun

room looking out onto the backyard, You

feel that this would be extremely attractive

to your tenants and would allow you raise

the rent.

Customer 2 Role

You are a purchasing agent for a building contractor who will be constructing the

following 50 houses this summer:

 16 three-bedroom bungalows

 20 three-bedroom split level cottages

 14 four-bedroom two-storey houses

You are looking for a subcontractor who can supply and install the following:

 a four-person spa for each bungalow

 a six-person spa for each split level

 an eight-person spa for each two-storey

house

You plan to make your decision on quality, price and guaranteed installation according to the project schedule.

Customer 3 Role

You are about to build a new house this summer. You have just had the plans approved and have started to shop around for materials.

You were driving by when you noticed Wave World with a sign advertising “Quality Spas – Low Prices”.

You hadn’t considered a spa but it sure would be nice. It would be perfect either built into the patio deck or permanently installed upstairs.

Sales Performance Checklist (Observers Checklist)

YesNoComments

Professional Approach

Professional attitude towards

customer(s).______

Honest and ethical______

Tries to solve problems ______

Approach

Made the customer feel

comfortable.______

Communicated a win/win

approach through body

language, tone and words.______

Briefly described the total

package in the opening

statement.______

Used a: situational introductory complimentary referral

premiumproduct curiosity opinion

shock customer benefit approach?

Questioning Techniques

Direct question______

Open-ended question______

Rephrasing question______

Redirect question______

Sales Performance Checklist (Observers Checklist)

YesNoComments

Presentation

Presented:

Features______

Advantages______

Benefits______

Presented the total package______

Catered to rational and

emotional buying motives______

Used a demonstration to:

Show a feature______

Demonstrate a benefit______