Journal of Applied Business Research (JABR)

Running head: ROLE PLAY IN RELATIONSHIP SELLING
ROLE PLAY IN RELATIONSHIP SELLING
Name of the student:
Name of the university:
Author Note:

1ROLE PLAY IN RELATIONSHIP SELLING
Me: Hello Mr. Adam. Hello Mrs. Smith. Welcome to our CAMI Automotive Motor showroom.
I am the customer sales executive in this branch, looking over the business to customer relationship
transactions in this company. I am here to communicate with you regarding your product needs.
Adam and Mrs. Smith: Okay.
Me: Sir you must have come from a long way with Mam, why don’t both of you have a seat first and we can
comfortably talk. Please make yourselves comfortable, I am ordering coffee for both of you.
Adam: Thank you.
Me: So, Sir we are having new models which came previous month in the showroom having great features for
the car lovers. What are your preferences and needs Sir?
Adam: See, we both would like to have a car which can be comfortable and new technologies fit in it because I
am a tech savvy person in these features. It is our first car, and I need this comfort factor primarily especially
for my wife. She drives too.
Mrs. Smith: Yes, I like to drive too, and I prefer the high advanced features in the company’s car model too
which will benefit me to ride myself in my trimester period.
Me: Sure Sir and Mam. Can I ask that especially what kind of technological features you both want in the
product model?
Adam: We want a less expensive model with smooth mileage and easy gearing features, as the car will be
mostly for my wife. There should be less jerking or sudden breaks which may lead to accidents. We prefer
within the budget these technical features. Do you have any?
Me: Of course Sir, we do have models that you prefer for. You can see our new model, Chevrolet Equinox
which has been currently launched in the market. Let me guide you Sir and Mam about its features. This model
has primarily the important features of smooth mileage, with a low carbon standard of emission in a moderate
budget. It will help you mam to use its easy gearing feature with driver assistance support reducing any sort of
risks like accidents and sudden jerks in road.

2ROLE PLAY IN RELATIONSHIP SELLING
Mrs. Smith: That is very impressive. We would like to take a test drive.
Me: Sure Mam. Our company always provide test drive facility to our customers. We believe in transparency
and visibility of our service along with physical reliability to our customers test with our products. Please Mam
and Sir, take the key and have a good test drive. Let me guide you to the location.
Mr & Mrs. Smith: Thank you.
Me: This is our model. We want you to seat and have a good test of our product.
After 20 minutes
Me: So, Sir and Mam how was the test drive?
Mr. Smith: Yes, it was good. However the driver assistance features are not that good as with the other
company models like Hyundai.
Me: We are extremely sorry Sir and Mam, for the issue of driver assistance feature due to which both have to
go for a bad experience with our model. The driver assistance feature as per our company’s model is the top 5
listed feature. We took a note of your inconvenience. However Sir, we have better smooth mileage features
with risk coverage car insurance than Hyundai and other companies in the market.
Mr. Smith: But if we are quite disappointed at first instance with your driver assistance feature. Because we are
looking for comfort and easy riding factors more, in that part the model is not that good for my wife, as she
will be facing difficulties later, if we buy the model.
Me: Sir, I understand your point of view and also the concern for your wife. Our company has just launched
this model and lot of customers have taken a test drive, however the driver assistance issue was reported. But
we can assure you Sir that our operations team can handle this malfunction and both of you for reliability can
take another test drive of the model.
Mrs. Smith: We don’t have that much time to go for another test drive. It is very embarrassing to make your
customers wait and see what is wrong in the product and then asking us for test drive.
Me: Mam, the time period you will wait, we will see to it that you get the best service with comfort. We pledge