HA - 400
ROLE-PLAY COURSE PACK
"FLOW" CHART OF ROLE-PLAY PROCESS
INTRODUCTION
The following "flow" chart is to provide you an overview of the entire Role-Play Process. Note that the process has the following characteristics:
1. Simulates a "real-world" training program and then "promotion" to a full-time "account manager."
2. Progressively builds your experience. That is, what you learn in each role-play will be used again in later role-plays. Earlier role-plays are worth less points than the final "capstone" role-play (IVc) which is cumulative and uses all previously learned material.
3. These role-plays parallel the "5-Stage Selling Cycle" (you will be exposed to this in Role-Play II).
FLOW CHART
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Hired as "Sales Trainee"
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Promoted to "Account
Manager"
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Role Ia Done in a "full class" discussion. |
Role Ib Done in a "full class" discussion. |
Role II Done in "small group" discussion. |
Role III Done in "small group" discussion. |
Role IVa Done in"small group"discussion. |
Role IVb Done in "small group" discussion. |
Role IVc Done on "VIDEO TAPE |
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Product & Service Knowledge |
PaperWork & Planning Knowledge |
Relationship Building |
Need Discovery | Presentation Structure (with no objections) | Presentation Structure (with objections) | Presentation Structure (with objections and "closing" resistance) |
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Purpose: How can you ever persuade or sell if you don't know the extensive list of all your product features and benefits? Here you will become familiar with all product features & benefits of the Hyatt Regency Phoenix Hotel.
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Purpose: Most things require structure and follow-up. Here you will encounter "Strategic Sales Planning forms" and how to prepare proposals and letters to your customer.
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Purpose: Consultative selling is dependent on establishing relationships. These create an "open" environment within which the salesperson and customer are able to have an honest dialogue with a "win/win" philosophy in place.
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Purpose: This is the most important aspect of "consultative selling."Sales people must discover not only obvious "needs," but those hidden motivations and desires of their customers. How can you 'persuade" someone to accept your proposition if you are not directly addressing what is really important to them?
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Purpose: Persuasion or "presentation" of your offering requires that you follow a "structure." This structure is a "map" or guideline to the "presentation process. With experience, salespeople adapt this structure to their own personal style. IVa is designed to teach you structure only.
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Purpose: Having learned "structure" in IVa, you are now prepared to add additonal knowledge. In IVa you encountered no buyer resistance to your proposal, but in the "real world" customers always resist or "ask for clarification. IVb is designed to teach you various techniques of how to answer or negotiate the customers "resistance."
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Purpose: "Capstone" Building upon every preceding "role-play," you are now in a position to "put it all together." IVc is designed to reinforce you learning of various techniques of how to answer or negotiate the customers "resistance" from IVb. ALSO, in IVc, you will be introduced to techniques of "negotiating buyer resistance to the "Close" (when the salesperson asks the customer to make a commitment.
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