FACE-TO-FACE, p



FACE-TO-FACE, p. 82

You are a three-year member of LKM and are now a senior graphics account manager. Your job details require that you to visit the clients assigned to your region. During those visits you are to answer questions, delivery orders, verify customer satisfaction, collect feedback data, and look for new orders.

Recently, you learned from a friend that the Brickman Bakery’s new office manager, Sylvia Greco, is considering changing suppliers and moving her business over to one of your competitors, with whom she had an earlier relationship while in another organization. Consequently, she wants to maintain that relationship and drop your company. You have also heard that she prefers to work with the competitor’s account manager.

As you know, you have no real verification that any of the above is accurate, since it came to you from a friend who works at Brickman. However, knowing this friend, there is a good likelihood that the information is correct.

Instructor Note 32:

Activity: Divide the class into equal-sized groups, have them read the Face to Face scenario, and then discuss and answer the questions at the end. After 30 minutes, bring the class back together to discuss their views.

Possible Answers to Face to Face

1. Since you don’t have a relationship with Sylvia, what will you do to get off to a solid start during your visit?

Since there is no one answer on how to deal with people, you might try several things. After small talk, you should directly ask if there are any concerns about the current arrangement and what you can do better to serve Brickman’s. If she indicates possible change, suggest she try a grace period before making a final decision, when she can “experience” working with you and your organization. You might even offer different pricing or discounts where possible and appropriate.

2. How should you approach Sylvia verbally and nonverbally?

Be open, friendly, and follow her lead. Use small talk, ask non-threatening, open-ended questions, and communicate assertively. You should provide examples of successful projects that you have completed for Brickman’s in the past.

3. What strategies among the ones discussed in this chapter can you use to determine where you and LKM stand in Sylvia’s mind?

You can use a similar approach as stated above in # 2.

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