THE WARM-UP / A CASE STUDY

                With her security system demonstration kit and brief case in tow, sales
                representative Julie Summers entered the small bungalow at 217
                Lakeside Drive shortly before 5 p.m.

Alan Stephens met her at the door and following an initial exchange of
formalities, lead Julie into a large living room where they both sat down.
After a brief discussion about the wonderful Seattle weather of late, Julie
began to wonder whether Alan's wife Wendy would be joining them.

“Will Mrs. Stephens be joining us?”, Julie inquired.

“No, when it comes to home security, Wendy leaves things up to me”,
Alan responded as he extended the footrest on his arm chair forward.

“You know something Alan, in all probability your wife will be using the
security system as often or more often than you will be.  As I introduce you
to the procedures we use in the event of any emergency and demonstrate
our system, I am sure she would really want to be as up to date as you
are with regard to how it operates”, Julie said.

Alan paused, got up and said he would be back momentarily.

As he walked out of the living room, Julie slowly looked around the
room observing as much as she could.

A short time later, Alan returned with his wife.  Julie stood up, introduced
herself to Wendy and they all sat back down.

Julie immediately sensed that Wendy appeared somewhat distant and
obviously had not planned to sit in on the presentation.

Julie then exclaimed, “I really love those figurines!” as her eyes pointed
towards a long shelf along the far wall.

“Thank you”, Wendy responded.  “I have been collecting them for the
past few years.”

“Do you mind if I take a closer look?”, Julie asked.

“Sure”, Wendy responded, rising out of her chair as Julie did.

It was about twenty five minutes later when both women returned to where
they were seated, wearing smiles and appearing quite at ease.

“You have a lovely home here”, Julie exclaimed as she sat back down
adding, “With so many household burglaries these days, I can understand
why you would want to get it better protected.”

She then paused and said, “What I would first like to do, is start off by giving
you both some information about our company and our security services -
would it be okay if we were to move to the kitchen table?”

The Stephens said that would be fine and after they entered the kitchen,
Wendy started to walk around the table to sit on Julie's right as Alan pulled
out a chair on Julie's left.  Julie suggested to Wendy that she sit to her left
beside Alan.

As Julie took out her presentation binder, she noticed that although the
volume had been turned down, a small television mounted over the kitchen
counter remained on.

“Just before I begin, would it be okay if we turned off the television for a few
minutes?”, she asked.

“Not at all”, replied Allan as he reached over and switched the set off.

“Great, I guess we are ready to begin”, said Julie.
 

 CASE STUDY REVIEW
 

• Why did Julie insist Wendy join them?
• Why was it so important for her to study the room so carefully?
• Why did she spend as long as she did on the subject of figurines?
• Why did she wish to be seated at the kitchen table?
• Why was the seating arrangement important?
• The television was turned down - why was it important to turn it off?

 

 
 
 

ANSWERS