LG Electronics MBA 9120 manual My Relationship Strategy

RELATIONSHIP STRATEGY

Company Name: LG Electronics_______

Product Name: LG Internet Refrigerator

My Relationship Strategy

Typical sales-customer relationship:

The relationship that develops between the salesperson and the client should certainly be one of utmost professionalism. The product being sold, although it is a refrigerator, is a very high-end product and, in reality, one is actually selling a piece of the future—to the limited individuals that can afford it in the present. Long-term relationships can definitely be an advantage to both the client and seller especially in the high-end appliance markets. Typically a person will develop a liking for the product and then outfit their entire residence, or residences, with the same product or brand, in general terms. The salesperson would acquire all the necessary information and any additional information the client is willing to give. Furthermore, the salesperson will get permission from the client before any emails are sent or phone calls are made regarding any contact. A “thank you” card will be sent via mail to each and every customer explaining that the seller will always answer any question the client has, or can direct that client to the proper person.

Attitude of Salesperson:

Attitude is often described as being “everything”. And, in a realistic sense, it is very true. Attitude can have an effect on a person, or number of persons, long after the first meeting has ended. This effect can be positive or negative or, at times, neutral. In every meeting one would hope for the positive outcome; however, all too often human beings let negativity settle into their attitude, statements, and actions. This ultimately leads to poor performance and a less- than-expected customer service function. The salesperson must know the clientele and must recognize that first and foremost every human being is equal; do not feel unworthy and do not put on false heirs, just be professional and let your knowledge, efficiency, and belief in the product shine through. This is often my first point: “If you do not like, love or believe in the product, do not try to sell it to someone else.” This action will surely come through as being false and not genuine to most keen observers.

Appearance:

The typical appearance will vary with the outlet and with the client. For example, if the outlet has a policy of wearing an embroidered oxford or polo, then that is what will be worn by the salesperson. If the store contains all exclusive items and the dress code is varied, I would suggest an oxford and tie. If one has a meeting with a large contractor who builds exclusive homes and wants information regarding this product, then, perhaps, a suit would do. Be flexible, but be yourself. A positive, knowledgeable salesperson in a polo shirt could outsell a negative salesperson in a fine suit—for the most part.

Relationship Strengthening Methods:

Honesty and integrity can be a key strengthening method used by not only salespeople, but also by anyone who wishes to be a person of good character. The ability to follow through on promises made verbally or contractually (in written form) will cement the efforts made—at least on the seller’s behalf, for no one can guarantee someone else’s behavior. As the text states in our most recent chapter, there are many ways to use conversation to strengthen, or “enhance”, relationships that include the following:

Become genuinely interested in other people

Be a good listener. Encourage others to talk about themselves—always a good one. Talk in terms of the other person’s interest.

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