Audio Role Play Scripts
to Accompany Futrell/Valvasori, ABC’s of Relationship Selling Through Service,4th
Edition
SELLING TIPS, Page 344
Can Someone Please Help Me?
Multiply this conversation by the millions of times it happens each year, and you have the biggest deterrent to sales in North America.
Customer: May I speak to Alain, please? I want to reorder.
Supplier: Alain isn’t with us anymore. May someone else help you?
Customer: What happened to Alain? He has all my specs; I didn’t keep a record.
Supplier: Let me give you Roger; he’s taken over Alain’s accounts.
Customer: Roger, you don’t know me, but maybe Alain filled you in. I want to reorder.
Salesperson: You want to reorder what?
Customer: I want to repeat the last order, but increase your number 067 to 48.
Salesperson: What else was in the order?
Customer: Alain had a record of it. It’s got to be in his file.
Salesperson: Alain isn’t here anymore, and I don’t have his records.
Customer: Who does?
Salesperson: I don’t know. I’m new here, so you’ll have to fill me in on your requirements. Are you a new customer?
Customer: Does four years make me new?
Salesperson: Well, sir, you are new to me. How long ago did you place your order?
Customer: Last month.
Salesperson: What day last month?
Customer: I don’t remember; Alain always kept track of it. Maybe I could speak to the sales manager?
Salesperson: You mean Mort?
Customer: No, I think his name is Enzo.
Salesperson: Enzo left us about the same time as Alain. I can ask Mort to call you, but I’m sure he doesn’t have your file either.
Customer: Roger, have you ever heard that your best prospect is your present customer?
Salesperson: Is that true?
Customer: I don’t think so.