CRM and Selling Sales Dialogue: Assignment Solution and Analysis

This assignment presents a sales dialogue between Mr. Wilkins from Boeing Company and Jackton Kephas from Flying Cabin Company, demonstrating CRM and selling techniques. The dialogue covers rapport building, company introductions, and needs discovery, focusing on the challenges of late material deliveries faced by Flying Cabin Company. The solution includes a detailed discussion on the importance of timely delivery, quality production, and quick feedback. The assignment presents a presentation of a system that addresses the supply chain issues by improving communication and feedback mechanisms. The Boeing Company's background and its product features and benefits are also described. The assignment brief also provides an overview of the company, its product, features, industry, and company policies.

Running head: CRM AND SELLING 1
CRM and Selling
Institution’s Name:
Student’s Name:
Sales Dialogue

CRM AND SELLING 2
Seller: Mr. Wilkins
Position: Operation Director
Company: The Boeing Company
Buyer: Jackton Kephas
Position: Sales Representative
Company: Flying Cabin Company
Introduction
Mr Wikins: How are you Mr. Jackton?
Jackton: Am ok, thank you.
Mr. Wilkins: I am Jackton, the Sales representative from the Boeing Company
Jackton: Ooh, nice to meet you today.
Rapport building
Jackton: So Mr. Wilkins how is your day today?
Mr. Wilkins: Am ok sir, how about you?
Jackton: Am ok. How did your weekend go down?
Mr. Wilkins: It was fun since I had gone for a vacation with the family in Australia. What about you sir?
Jackton:
Mr. Wilkins: It was quite busy since I had to attend some business meetings. I also attended some
business exhibitions. I also had to chair the board meeting to set some strategies which will be used to
improve the functioning of the Company. Generally, my weekend was very busy but I thank God because
everything went down well as planned.
Mr Wilkins: Oh! That was a busy weekend for you!
Jackton: However, I was supposed to have some time with my family but it did not happen since the
weekend was very busy. I only spent time with them during the evening hours.
Mr. Wilkins: Business is everything but also the family is the greatest thing. However one can always
become pre-occupied with business in that he or she hardly finds time for the family but it’s normal.
Jackton: Sometimes we have no option but to bear with the situation.

CRM AND SELLING 3
Introducing the Company
Mr. Wilkins: Very quickly I will give the background of the Company. I will also give a brief description
of what the company deals with. The company is a multinational organization which is located in
America. We manufacture aircrafts. The aircrafts are then sold to other airline companies. Our company
is among the largest company in the whole world. On top of that, the company is among the “Fortune
Global 500” companies. As the company, we manufacture a lot of products for our customers. For
instance, the products are transferred between the producer and the distributor plus the distributer and the
retailer. The company also offers business to business set whereby the airplanes are vended to those
companies that are for airlines. These airline companies usually provide for the air travel services to the
customers. The products we manufacture are very unique; the products are largely known and only few
companies manufacture the product. The commodity is of high quality and does not have the substitute.
The company has different policies that help in governing and running the activities and programs of the
company. The first policy is that of pricing strategy. The company uses premium pricing for the products
that it manufactures. This is in relation to the quality plus design of the products. The company also uses
the strategy of offering discounts. This is whereby the airline companies that buy airplanes in large
quantity are offered bulky discounts. The company also uses the strategy for transportation charges. This
is whereby the delivery charges are catered by the company. When the customers buy the aircrafts, they
are delivered to their place of destination freely without any charges. The other strategy that the company
uses is that of invoicing. This involves contract invoicing. The airplanes are designed in relation to the
customer requirements. The invoices are then generated as a requirement to the product that is
manufactured.
Jackton: That sounds quite good to me! Thank you very much.
Mr. Wilkins: You are welcomed very much.
Needs Discovery
Mr. Wilkins: Is the business ok?
Jackton: The business is ok. The year started pretty well. However in the last three months, the business
has been on its peak since there has been a lot of improvements and the smooth running of activities
within the company.
Mr. Wilkins: Congratulations! It sounds good. Keep it up.
Jackton: As a company, we are also thinking of starting branches for the company. We are also thinking
of hiring more employees. We also have plans to improve our production sector by increasing the
customer supply base. Generally, we have plans for the company before the year ends. With focus
and hard work we will achieve that in a very short time. As the top management, we are also
monitoring closely the progress of the employees.
Mr. Wilkins: Before we continue I would suggest that I ask some questions in regard to your business
Jackton: Go on.
Mr. Wilkins: What does your company deal with?

CRM AND SELLING 4
Jackton: Our Company deals with the manufacture of materials that are used to manufacture aircrafts. It
also manufactures steel and metal.
Jackton: What does your regular customers look at?
Mr. Wilkins: The customers always aspire for timely delivery, quality production and quick feedback.
The customers also look at their satisfaction in relation to the commodity or product they have
bought.
Jackton: Have you always achieved that?
Mr. Wilkins: We are at a point we cannot determine if we have satisfied them or not. Generally, we are
trying our level best to achieve customer satisfaction. However, we have always received
negative feedbacks from some clients in regard to the services or products we have delivered to
them.
Confirming the needs
Jackton: We are a bigger company that deals with the manufacturing of materials that are used in the
construction of aircrafts. We also deal with the issue of maintaining quality in that we have a
system in place which helps to respond to the customer’s needs quickly. We also put more focus
on the needs of the customer, sustainability and diversity. This in turn creates the value for our
customers and the stakeholders. If I may ask, which type of services do you intend to provide to
your customers?
Mr. Wilkins: Our mission and vision is to provide quality services and products to our clients in a quick
and easier way. However, as a company we are facing the supply problem hence late delivery of
orders to the customers.
Jackton: Does supply affect your operating efficiency?
Mr. Wilkins: Yes. The problem lies on our suppliers who deliver the materials needed for production.
They deliver the materials late hence slowing down the production.
Jackton: Having understood your problem, I will show you the system that can help to solve the
problems. The system works in a way that the customer’s feedbacks are received faster and the
supply of materials for production is done in a faster way. The system is designed in such a way
that it can both place the order for the materials and at the same time get the feedback from the
customers on the commodities that have been delivered to them.
Presentation of the product.
Jackton: This system works in such a way that if the customers give their feedback, the feedback is sent
directly to the production department and then if there is any need for the supply, the system
sends a signal to the suppliers. Therefore, the system is self-explanatory. It has guidelines that
guide the user on how to use it. Therefore, I hope the system will help to solve your problems as a
company.
Mr. Wilkins: Thank you for your time and hope to come back with the positive feedback in relation to the
system performance.

CRM AND SELLING 5