LG MBA 9120 - Manual (Page 6)

6
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:
Hon esty 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.