Futrell, ABC’s of Relationship Selling through Service, 7th Canadian

Edition

ROLE PLAY – Reinforcing FAB

Sales Knowledge: Customers, Products, Technologies - Chapter 5

Wave World

Overview

You are a salesperson employed at Wave World, a factory and warehouse

operation specializing in pools and backyard accessories and spas and spa
accessories.

Wave World carries the Ramsha line of spas. Your specialty is selling the four
models in the line directly to the customer through Wave World’s retail outlet.

Wave World promotes the lowest prices in town because the spas are sold from
the factory to the homeowner.
Product Fact Sheet
Product
The Ramsha Line of Spas – 4 models available

Market
For those who like “hot tubbing”. It is an excellent way for the whole family to
relax. It’s healthy and fun.

The Product Line

Models Portable Permanently
Installed

The Compact– seats 3-4 people X

The Sunrise – seats 4-6 people X
The Oasis – seats 6-8 people X
The Legend – seats 8-12 people X

Product Features Advantages

 Elegantly sculptured Comfortable and beautiful
 Practical as well as beautiful Sets industry standards in performance
 Expertly engineered with quality and elegance
materials
 Durable fibreglass shells Resists scratching, scraping or cracking
 Sturdy frame Resists water or chemical erosion
 Well insulated Suitable for use in winter
 Blower air channel Provides continuous bubbling and extra
massaging action
 Quality electronics, valves, Increased performance through the use
gauges and material of fine materials
 Choice of 12 colours Can be easily matched to all kinds of
fixtures
________________________________________________________________

Benefits
Historians say that the first natural hot water cave originated in Spa, Belgium, but
it was the Romans who popularized “hot tubbing”. Because of our growing leisure
time and our search for a healthy lifestyle, “hot tubbing” has grown into a form or
recreation which also has therapeutic benefits. Some of the benefits Wave
World’s spas offer are:
 decreased stress and tension
 improved blood circulation
 relaxation
 refreshment
Customer 1 Role

You are a landlord and the owner of an
old but well-maintained house close to the
University of Calgary. For the past
three years you have been renting the
house to visiting professors who usually
stay for 6 to 12 months. Things have
worked out well since word of mouth has
always resulted in another professor taking
over the place whenever a tenant leaves.
You heard about Wave World
from a friend who said that they
sell a good quality product.
Although you aren’t planning to
install a spa for another six months
you enter Wave World hoping to
get an education about what’s
available and how installation is
handled.

You are considering the purchase of a

spa. You would like to install it in the sun
room looking out onto the backyard, You
feel that this would be extremely attractive
to your tenants and would allow you raise
the rent.
Customer 2 Role

You are a purchasing agent for a building contractor who will be constructing the
following 50 houses this summer:

 16 three-bedroom bungalows
 20 three-bedroom split level cottages
 14 four-bedroom two-storey houses

You are looking for a subcontractor who can supply and install the following:

 a four-person spa for each bungalow

 a six-person spa for each split level
 an eight-person spa for each two-storey
house

You plan to make your decision on quality, price and guaranteed installation
according to the project schedule.
Customer 3 Role

You are about to build a new house this summer. You have just had the plans
approved and have started to shop around for materials.

You were driving by when you noticed Wave World with a sign advertising
“Quality Spas – Low Prices”.

You hadn’t considered a spa but it sure would be nice. It would be perfect either
built into the patio deck or permanently installed upstairs.
Sales Performance Checklist (Observers Checklist)

Yes No Comments
Professional Approach

Professional attitude towards

customer(s). _____________________

Honest and ethical _____________________

Tries to solve problems _____________________

Approach

Made the customer feel

comfortable. _____________________

Communicated a win/win
approach through body
language, tone and words. _____________________

Briefly described the total

package in the opening
statement. _____________________

Used a: situational introductory complimentary referral

premium product curiosity opinion
shock customer benefit approach?

Questioning Techniques
Direct question _____________________
Open-ended question _____________________
Rephrasing question _____________________
Redirect question _____________________
Sales Performance Checklist (Observers Checklist)

Yes No Comments
Presentation
Presented:
Features _____________________
Advantages _____________________
Benefits _____________________

Presented the total package _____________________

Catered to rational and
emotional buying motives _____________________

Used a demonstration to:

Show a feature _____________________
Demonstrate a benefit _____________________