Sales & Customer Experience: Apple Dialogue Writing Role Play Task

This assignment presents a role-play scenario involving a dialogue between an Apple salesperson and a potential distributor, focusing on the launch of the new iPhone XS. The dialogue covers various aspects of Apple's business strategy, including its commitment to innovation, marketing approaches, and customer satisfaction. The salesperson aims to convince the distributor of the product's potential success, addressing concerns about sales declines and customer expectations. The conversation highlights the importance of quality, pricing, and meeting diverse customer needs. The distributor expresses interest but seeks more time to make a final decision, showcasing a realistic sales interaction. The document includes bibliography to support the claims made in the dialogue. This role play demonstrates the application of sales and customer experience principles in a real-world business context.

Running Head: DIALOGUE WRITING
Dialogue Writing
Name of the Student
Name of the University
Author Note

1DIALOGUE WRITING
Sales Person: Hello Gentleman, Good Morning
Distributor: Hello, Good Morning, nice to meet you.
Sales Person: I hope I did no spoil your morning (with a smile)
Distributor: Oh! Not at all, I was eagerly waiting for your arrival. I hope your journey was
good.
Sales Person: Yeah for sure.
Distributor: May I know your name Gentleman?
Sales Person: Indeed! Let me introduce myself properly.
Distributor: Sure. Please go ahead
Sales Person: My name is Diwakar Singh and I am currently employed at apple store as a
sales person. I am 25 years old and an Indian by birth
Distributor: Excellent! And I am Harmandeep Mittal, an old distributor of mobile
telecommunication products and also a North Indian by birth. I have asked you to come to my
office to discuss the information regarding the release date of the next iPhone, which is one of
the hallmarked lines of products and comprises one of the biggest sources of revenues for the
company. Our meeting today will be beneficial for me to decide upon whether to start a
distributorship of the Apple company products. I need some insight on the company operations
and the products it is going to launch in the coming years.

2DIALOGUE WRITING
Sales Person: Of course you are correct. The Apple company is actually planning to launch
another revolutionary flagship product for the new generation. It will be named as iPhone XS. As
known around the entire world, the Apple, Inc. is one of the most successful retails in the
telecommunication industry. The company has reached this position by their most effective
strategy that is endless innovation. The reason behind the public appeal and the craze for the
Apple products even after the expensive nature of the brand, is only quality and innovation at the
same time. The unique features that the Apple products hold are surprising and irresistible for the
tech-savvy people. The previous groundbreaking innovations of the company include iPhone X,
Air Pods, Apple watch 3, Home pod and many others and each innovation equally glorifies he
name of the first innovator Steve Jobs since the year 1976. The aims of the company are to hold
the legacy of innovation through the coming years and quench the different tastes of the
customers.
Distributor: Thank You for the vivid description. Just like other people I am also equally
fascinated towards the quality products the company serves. I have an experience of more than
34 years in this field and have remained the primary distributor of many mobile
telecommunication companies such as Samsung company, Nokia but all other manufacturers are
considered to be secondary because they do not stand up equal to the standards of Apple
company.
Sales Person: I think you can blindly trust the brand and definitely act on your plans to get
associated with the biggest mobile telecommunication company. Should I complete the paper
works?

3DIALOGUE WRITING
Distributor: Actually if you do not mind before taking any further step I would like to know
more about the new product the company is going to launch. I need to know its features
elaborately to get an idea whether it will meet the customer demands and prove to be a success or
not.
Sales Person: I solely agree with you and further would like to add that the demand level of
products like iPhone XS has recently exceeded the production level. Since the pre-order booking
is the latest contribution of the modern industry, the trait is booming the sales. The Apple
company has recently unveiled the news of the new iPhone XS that is a water resistance piece
with ultra –modified processor A12 Chip. It will do faster performance, with the storage space
up to 512 GB. It has an improved display system that represents color in a better way. The dual
camera has also been improved with the gold –color. Although Apple iPhone all generations are
famous for their small screen but the company is breaking the tradition for the first time and
launching 4 inch display and 3.5inch screen. The camera is 326 pixels per inch that was also a
feature of the predecessor iPhone 4 and 4S.
Distributor: I think the information is detailed enough. However, I have gone through a news
few days ago that recently Apple is going through a decline in the sales of iPhones. The sales
have slowed down especially for the June quarter and the company has somehow missed the
estimated sales and the user base has also flattened through some times. What do you say about
it?
Sales Person: I think this is the reason why the company is upgrading itself and the temporary
sales decline which often happens in any kind of business has stimulated the Apple company to
come back with the bang. The company by launching iPhone XS, is giving evidence that they are

4DIALOGUE WRITING
now more focused on serving supreme quality product with better safety features and attractive
price range.
Distributor: Here I agree with you to some extents that price of the product affects the buyer
decisions and can also drive them from one brand to another. Also another factor is that people
get bored of a particular gazette after over using it and if they do not find something different and
innovative, they get driven by the substitutes. How would I rely on the fact that the next
launching iPhone version will satisfy the customers and overshoot the company sales?
Sales Person: I believe the marketing strategy of a company matters a lot to determine how
people will hold views of the company. The sales of a company are ensured when it addresses
each and every expectation of the customers. According to my views, Apple has the best
marketing strategy because it is designed concentrating on the customer demands and their
feedbacks. The company has faced unparalleled growth and generated astounding revenues that
is $180 billion.
Distribution: Of course that is true but it is also true that with great position the
responsibilities also increases as well as the customer expectations. How Apple manages to
respond to all the customer needs?
Sales Person: Your query is completely justified and it is the query of every buyer. The aim of
the company is not only making a lot of money or selling a lot of products. Apple tales care of
each of its customers from every customer segments. The demands and preferences of customers
changes according to their demography, psychography and others. The operation management of
Apple company prioritizes their difference.

5DIALOGUE WRITING
Distributor: I think this variety of segments is the reason behind their long range of
innovative products that keeps in view all the customers. Do you think the new product will
satisfy people? How much?
Sales Person: Sir, I would like to share my views not as a sales person of the company but as
a customer or buyer of the Apple iPhone. This new launching product is actually going to
dominate the market. I think, the best factor about the company is that, it is not in any
competition or price wars. It has maintained its price standards that suits the value proposition of
the company. The company is highly confident about the quality of the product and not in any
race of pricing strategy to attract customers. From the perspectives of a customer, I would say
that people want a kind of phone that lasts long with minimum faults and which can serve all the
purpose of an ultra –modern device. They want a phone which looks standard, with sufficient
battery backup and extra storage. The next iPhone XS is going to be a revolution in the history of
Apple iPhones. The outer look of the handset is outstanding and completely exceptional from
other contemporary handsets.
Distributor: Well! I see that you are a knowledgeable person apart from your role as a sales
person of the company. Today our discussion was useful enough that will help me to come to a
strong decision.
Sales Person: Thank You Sir. It was a nice experience with you. I have also come to know a
lot about marketing and customer satisfaction from such an experienced person like you. I hope
this is not the last time we are meeting. On the behalf of Apple .Inc, I would like to say that it
will be a pleasant association with you in future if you hold the distributorship. May I know Sir
what your decision is?

6DIALOGUE WRITING
Distributor: It was a great meeting and I am convinced so far, but I need some more time to
make up my mind. I will surely let you know tomorrow what I have decided. Please do visit
again. Thank You!
Sales Person: Thank You Sir. Have a good day.
Bibliography
Agnihotri, R., Dingus, R., Hu, M. Y., & Krush, M. T. (2016). Social media: Influencing
customer satisfaction in B2B sales. Industrial Marketing Management, 53, 172-180.
Chen, C. M., & Ann, B. Y. (2016). Efficiencies vs. importance-performance analysis for the
leading smartphone brands of Apple, Samsung and HTC. Total Quality Management &
Business Excellence, 27(3-4), 227-249.
Chiarini, A., & Douglas, A. (2015). The impact of logistics solutions on customer satisfaction: an
exploratory qualitative study of manufacturing companies. Sinergie, 97(May-Aug).
Clarke, T., & Boersma, M. (2017). The governance of global value chains: Unresolved human
rights, environmental and ethical dilemmas in the apple supply chain. Journal of
Business Ethics, 143(1), 111-131.
Hill, N., & Brierley, J. (2017). How to measure customer satisfaction. Routledge.
Khan, U. A., Alam, M. N., & Alam, S. (2015). A critical analysis of internal and external
environment of Apple Inc. International Journal of Economics, Commerce and
Management, 3(6), 955-961.

7DIALOGUE WRITING
Minakov, V. F., Minakova, T. E., Galstyan, A. S., & Shiyanova, A. A. (2015). Time constant of
innovation effects doubling. Mediterranean Journal of Social Sciences, 6(3 S6), 307.
Rashid, K. T. (2017). An Analytical Study to Measure the Efficiency of Advertising on Sale
Apple Product as Case Study. International Journal of Social Sciences & Educational
Studies, 3(4), 165-173.
Saeidi, S. P., Sofian, S., Saeidi, P., Saeidi, S. P., & Saaeidi, S. A. (2015). How does corporate
social responsibility contribute to firm financial performance? The mediating role of
competitive advantage, reputation, and customer satisfaction. Journal of business
research, 68(2), 341-350.
TIAN, S. B., & Da, C. H. E. N. (2016). “Hunger Marketing” Strategy and Its Application
Research—Based on Apple Products. DEStech Transactions on Economics, Business
and Management, (icem).