SCENARIO 3 You are part of the sales team in a field of your

SCENARIO 3: You are part of the sales team in a field of your choice for a large company. A customer calls you to complain about how a product she purchased from your company doesn\'t work properly. During the call, you need to figure out what the problem with the product is and how to solve the problem for the customer. Make sure not to end the phone call until the customer is satisfied. Role play the conversation you will have with the customer. (One of you will be the employee, and one of you will be the customer, but it is up to both of you to come up with appropriate strategies to lead to success.)

Solution

SALES MEN: GOOD MORNING, my name is Robert, talking from lenovo service centre, HOW CAN I HELP YOU?

CUSTOMER: HI, I’D LIKE TO MAKE A COMPLAINT ABOUT A DEFECTIVE LAPTOP I BOUGHT LAST MONTH.

SALES MEN: DO YOU HAVE YOUR STORE RECEIPT WITH YOU?

CUSTOMER: YES, I DO.

SALES MEN:- tell me invoice number please.

Costomer: yeah its 97894

SALES MEN: THERE’S A ONE-YEAR STORE WARRANTY ON THIS COMPUTER. WE’LL BE ABLE TO TAKE A LOOK AT IT. IF WE CAN’T FIND THE PROBLEM. WE WILL EXCHANGE IT FOR A NEW ONE.

CUSTOMER:-THANK YOU. I’D APPRECIATE THAT.

SALES MEN: WHAT SEEMS TO BE THE PROBLEM?

CUSTOMER: I THINK IT’S OVERHEATING. IT GETS SO HOT WHENEVER I USE IT.

SALES MEN: THAT IS STRANGE FOR SUCH A NEW COMPUTER. PERHAPS THERE’S SOMETHING WRONG WITH THE COOLING FAN.

CUSTOMER:  May be.

SALES MEN:   I would like to ASK you A FEW QUESTIONS?

CUSTOMER: YES, OF COURSE.

SALES MEN: HOW LONG TO YOU USE IT FOR BEFORE IT OVERHEATS?

CUSTOMER: IT USUALLY FEELS VERY HOT AFTER ONE OR TWO HOURS.

SALES MEN:  WHEN IT OVERHEATS, DO YOU NOTICE ANY LOSS OF FUNCTION? DOES WINDOWS RUN SLOWER?

CUSTOMER: I HAVE NOTICED THAT THE TOUCHPAD BECOMES LESS SENSITIVE TO MY TOUCH, ACTUALLY.

SALES MEN: WHAT DO YOU USUALLY DO ON THE LAPTOP?

CUSTOMER: I USE IT TO CHECK MY EMAILS AND WRITE ARTICLES FOR MY BLOG.

SALES MEN:  THAT SHOULDN’T CAUSE IT TO OVERHEAT. THE INTERNAL FAN SHOULD BE ABLE TO HANDLE THAT.

CUSTOMER:  CAN YOU TELL ME WHAT’S WRONG WITH IT THEN?

SALES MEN: THERE COULD BE SOMETHING WRONG WITH ONE OF THE COMPONENTS. PERHAPS THE BATTERY, OR THE HARD DRIVE. LET ME HAVE A LOOK.

CUSTOMER: OK.

SALES MEN: I’VE JUST FINISHED RUNNING HARDWARE DIAGNOSTICS ON THE LAPTOP. EVERYTHING LOOKS FINE. THE GOOD NEWS IS THAT THE MEMORY PROCESSOR, BIOS, MAINBOARD, AND BATTERY ARE ALL WORKING PROPERLY. THERE DOESN’T SEEM TO BE ANY DAMAGE OR DEFECTS WITH ANY OF THE HARDWARE.

CUSTOMER: SO, WHAT COULD THE PROBLEM BE?

SALES MEN: THAT DEPENDS. IS THE AREA WHERE YOU USE THE LAPTOP EXPOSED TO DIRECT SUNLIGHT OR HEAT?

CUSTOMER: NOT AT ALL. I USE IT IN THE BEDROOM AT NIGHT.

SALES MEN: DO YOU SIT ON THE BED WHEN USING THE LAPTOP?

CUSTOMER: YES, IT’S USUALLY ON TOP OF THE COVERS ON MY LAP. WHY?

SALES MEN: THAT’S PROBABLY WHY IT’S OVERHEATING. THE COVERS PREVENT THE VENTILATION SYSTEM FROM WORKING PROPERLY. THE CLOTH BLOCKS THE BOTTOM AND SIDE VENTS.

CUSTOMER: THAT MAKES SENSE. SO, IF I DON’T USE THE LAPTOP ON MY BED, WILL IT BE OK?

SALES MEN: IT SHOULD BE PERFECTLY FINE. JUST REMEMBER WHEREVER YOU USE IT TO ALLOW AIR FLOW FREELY THROUGH THOSE VENTS.

CUSTOMER: THANK YOU, I WILL.