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A structured role play simulation designed to
emphasis the importance of establishing good relationships with potential customers.
The exercise demonstrates how effective listening can be used to build trust and
goodwill which will enhance the chances of securing orders in the future. The
playing teams attend a number of interviews in which they are deemed to have achieved
one of three levels of skill. They collect tokens (letters of the alphabet) according
to their performance. If their performance allows them to collect enough tokens
- and the right ones - they are able to display a message on a notice board back
at their base. The exercise is designed for groups of between 4-6 members and
between 3-6 teams with the proviso that for each team there is a role playing
buyer. The exercise needs about ninety minutes.
OBJECTIVE
To emphasise the importance of establishing a good relationship with potential
customers so that trust and goodwill make orders more likely. The exercise will:
- show participants, by direct experience, what
is meant by discovering customer needs and why it is so important;
- convince those who rely upon product knowledge
that other qualities are also needed;
- through comment offered by the buyers after the
game - provide participants with feedback about the impression they typically
create at sales interviews.
HOW IT WORKS
The tutor introduces the game and gives each team a schedule stating when they
should call on a potential buyer. The purpose of each interview is for the sales
person to get to know the customer and understand his/her requirements. At the
interview the buyer judges the teams skill at empathising with his/her situation,
good; bad; poor, and gives the team a packet of letters. Teams conducting good
interviews throughout will acquire letters enabling them to fill in the blanks
in a pre-prepared message. Those conducting poor interviews will end up with a
stock of Q’s, X’s and Z’s. The collect and display feature has
no learning content of its own but is a device of proven success in building a
climate of enjoyment and high motivation.
WHAT PARTICIPANTS WILL BE DOING
Role-playing interviews as a result of which participants collect letters of the
alphabet on small cards. Trying to make a message with the letters they have accumulated.
FOR WHAT LEVELS IS IT APPROPRIATE?
All those who wish to improve their listening and communicative skills. Especially
relevant to students and practitioners in sales and marketing.
INCLUDED
Tutor manual; Briefing documents and examples. The materials (letters etc) can
be made up by the user or purchased by negotiation.
COST
£230 plus Vat and delivery
CONSULTANCY VERSION
Includes a copy of the packaged game, tutor backup on the first day the exercise
is run and a customised message costs £630 plus VAT and expenses. More
details
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