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MAR 4400 Personal Selling

Assignment Template for FINAL Role Play

PLACE OF SUBMISSION: Assignment Dropbox in Blackboard

PLEASE READ CAREFULLY

The final role play assignment has two parts (together worth $130):
1. YOUR PERFORMANCE AS A SELLER. This consists of preparing, showing up on
time for your scheduled time slot and performing your role play in a professional
manner. You will be recorded. This is worth $50. NOTE: Failure to follow
assignment instructions will negatively affect your grade.
2. YOUR Self-Evaluation and Critique using this template. This is worth $80.

NOTE: Failure to complete this template, even if you did the role play, will result in an
overall grade of ZERO. Both parts are mandatory.

Save this template to your computer. It must be typed. Use as much space as you
need. This is a professional document. Proper spelling and grammar are expected. To
receive full credit, you must be detailed and clear in your explanations. Be specific with
your answers. I’m not a mind reader.

I’m not looking for a perfect role play. I’m looking for an in-depth analysis of your
performance!

Much learning comes from observing yourself on video. Watch it several times.

To watch yourself, please go to the Global Sales Lab link at:

https://globalsaleslab.business.fiu.edu/

Use your FIU username and password to log in from anywhere.

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Self-Evaluation and Critique

STEP 1: ($10) Fill out the Sales Call Score Sheet on the next page, in its entirety. Really analyze each item. Add
up your score at the end. Failure to add up your points will affect your grade! BE HARD ON YOURSELF.

STEP 2: ($25) Discuss/explain five (5) recommendations for improving your sales skills. Be hard on yourself.
Use the terms and concepts we’ve learned so far throughout the semester. Show me what you have learned.
Basically, if you had to do the sales call over again, what could you do differently, how and why? Be specific.
Refer to the item # on the score sheet (A through W). You can’t use X, Y, or Z. ($5 each)

1. For letter O, I could have done better in making sure that the buyer feels that the price is justified in the
benefits that it would provide to them.
2. For letter N, although I had visuals, testimonies from other clients who found satisfactory in my product
would have helped to provide more reason as to why my buyer should invest in Comcast Spotlight.
3. For letter P, I neglected to use trial close questions confirm acceptance of value presented & buying
decision.
4. For letter S, I should’ve done more to ensure that the buyer’s objections were no longer an issue so that I
could’ve moved forward knowing there wasn’t a doubt in his mind about investing.
5. For letter U, I failed to ask commitment from the buyer

STEP 3: ($15) Compare and contrast your first practice role play recording to this one. In the shaded space
below, discuss three (3) areas where you consider that you dramatically improved in your sales skills. Focus on
those areas where there is a visible difference from the first recording and this one. Be specific. ($5 each)

1. The first area that I would say I improved dramatically in is in my overall speech and the flow of it. During
my first role play, I was very nervous. This led to me rushing through my sentences, forgetting to pause and
breathe during sentences, and forgetting important steps of the process. This time around, I was much more
confident and comfortable which led to a better sales experience.
2. Another area I improved substantially in is the introduction. In my first role play recording, I skipped right
passed that step and neglected to introduce to myself and establish a rapport and credibility. This time, I made
sure to introduce myself and made the buyer aware of my position with Comcast Spotlight.
3. Lastly, another area that I improved greatly in is active listening. I failed to paraphrase and restate during
my first role play, however this time I managed to do both without hesitation.

STEP 4: ($15) Discuss three (3) new sales skills that you take away from this assignment and class. For each
new sales skill, explain how you will use it going forward in your studies and your future career plans. Do not
repeat things from Steps 2 and 3. Incorporate the material from the course into your answer so I can see
what you have learned! ($5 each)

1. One new sales skill I will take away is being able to restate someone else’s point. Whether I’m trying to
make a sale or just holding a conversation with a friend, restating shows the other person that I have been an
attentive and active listener which is important when developing relationships.
2. Another skill I will be taking with me is probing. Asking open ended questions that can open the door to
more questions is an easy way to facilitate conversation which is a good tip for an introverted individual like
myself.
3. Lastly, a skill I will be taking with me is non-verbal communication. Recognizing and being aware of body
language, in myself as well as others, will help to navigate conversations through cues that someone else may
be giving with their body and not their words.
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Sales Call Score Sheet (You as a SELLER)

Name of Student (Seller): Kenneth Johnson

(10 pts total) APPROACH (Objective: To effectively gain attention and connect personally)
2 (2) A. Introduced him/herself professionally (hand shake, name, smile, etc.)
2 (2) B. Established rapport, credibility & trust using relevant small talk – CONNECTED with buyer
10 2 (2) C. Adapted to buyer’s communication style
2 (2) D. Explained the purpose, steps and benefits of the meeting (agenda)
2 (2) E. Transitioned effectively and smoothly to needs discovery

(25 pts total ) NEEDS DISCOVERY (Objective: To gain a clear understanding of the buyer’s situation)
5 (5) F. Uncovered who is making the buying decision and what the buying decision process is
4 (5) G. Asked good questions and probed to get the buyer to open up (SPIN and ‘double-clicking’)
22 4 (5) H. Accurately uncovered and/or verified buyer’s needs, problems & challenges
4 (5) I. Used active listening (paraphrasing, restating, clarifying, etc.) to establish a dialogue & confirmed understanding
5 (5) J. Transitioned effectively and smoothly to a solution and presentation

(30 pts total) PRODUCT SOLUTION (Objective: To provide buyer with basic information about company/product)

5 (5) K. Conveyed clear understanding of company and product/service (established credibility)

5 (5) L. Convincingly connected buyer’s needs to the product’s features & buyer benefits
5 (5) M. Got customer involved in demonstrating the product (e.g., reading, touching, talking, trying)
20 3 (5) N. Used appropriate/professional visual aids and tools (testimonials, samples, 3rd party, demo)
2 (5) O. Presented product pricing and compared costs to the value (benefits) for the buyer
0 (5) P. Effectively used trial close questions to confirm acceptance of value presented & buying decision

(15 pts) OBJECTION HANDLING (Objective: To clarify objections and effectively eliminate roadblocks to moving forward)
4 (5) Q. Effectively listened to objection, acknowledged it, and probed to clarify the objection before moving forward
10 4 (5) R. Responded effectively to the objection; method of response was relevant to the issue
2 (5) S. Confirmed that the objection was no longer an issue and transitioned effectively to gaining commitment

(15 pts) GAIN COMMITMENT (Objective: To understand where buyer stands now/ in the future and identify next steps)
3 (5) T. Identified where the buyer stands in decision and recognized the buyer’s closing cues
8 0 (5) U. Asked for the commitment from the buyer to buy
5 (5) V. Outlined the next steps/action (next appointment, follow-up, etc.)

(5 pts) COMMUNICATION & GENERAL SKILLS (Objective: To behave and communicate as a business person)
1 (1) W. Demonstrated effective & professional communications (active listening, looking to understand, clear
responses)
1 (1) X. Displayed good non-verbal communications (eye contact, appropriate use of hand/facial gestures)
5 1 (1) Y. Was courteous, respectful, enthusiastic (smiled), friendly, and professional image - natural
1 (1) Z. Conveyed confidence in oneself – Was prepared and knew product/company well
1 (1) AA. Effectively managed the meeting (logical and smooth flow and within the appropriate timeframe)

75 TOTAL POINTS (Max. 100 pts)