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The vignette “ Your Product is Under Recall” follows Ted , a salesperson calling to confirm a product demonstration. Anna, his prospect, surprises him with news that his product appears to be  on recall. Ted is not sure if the news...
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1. If you were in Ted’s position, how would you address Anna’s feedback?
    Is there a way to probe deeper to discreetly determine the veracity of
    the claim made?
2. What could Ted say to encourage Anna to stay on the line and sort out
    the “news” with Ted?
3.  Have you experienced similar circumstances or know of any ? Share
    your stories with us and how they were dealt with.  Post them here
    and join the discussion.


July 29, 2014


September 28, 2011
I registered with your site but the vignette does not play on my computer. Please help!


September 08, 2011
He's already lost credibility with his protests. I would get out of the conversation fast, stating that he'll check on the information, and assure her that he would not sell a product to her that's under recall. He should assure her he'll get back to her with the "real" story and reschedule the product demonstration ASAP as soon as he knows.

posted by: Diez Marie
September 15, 2011
I totally agree with you.


September 07, 2011
Ted needs to do the google search and make sure that Anna is not correct. He can tape the demonstration and then email a copy to Anna so she can see it and in his email he can confirm with her that he has checked with every party possible to discover that there is no recall in progress. They he can confirm with her that he will call her the next day, after she has had time to view the demonstration tape.


September 07, 2011
Ted should tell Anna that he will check into it and get an explanation to her; whether the recall information is true or false he needs to recognize her concern and not continue to pressure here to attend the demonstration until he know the facts. He should thank her for bringing it to his attention, if she heard about the recall other customers would have also.

I am not in a selling industry, but even with bad news of any sort, it is best to be upfront and check out the facts before saying something that may be untrue.

posted by: Moore Eric
September 12, 2011
Since Anna says she heard it on the radio, Ted might get more information from Anna about when, which station, and who. Then he could contact the radio station and verify Anna's story while he also verifies the radio station's sources. If more investigation is required, he could contact those sources and search Google for more info. Best case scenario, Ted's investigation ends at the radio station. He can then call Anna and say that the radio station told him it was XY product from Z company (not his company). Taping the demonstration is good idea. Perhaps Ted could offer to schedule her a personal demonstration when he debunks the recall issue. If the recall is true, then Ted might offer Anna a substitute product and offer to demonstrate that product.
posted by: Ledgerwood Shirley
September 07, 2011
Ted needs to find out the truth--is there a recall? What are the specifics? If there is not, where did the mistake originate? In any event, Ted needs to be fast, thorough, and professional. No whining to Anna--"nobody ever tells me anything around here" comments. Keep all dirty laundry in the house. You may lose Anna's business, but you must try to protect future sales.


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