In a perfectly competitive market
It is engrained in consumers to constantly search for value. Customers can effortlessly switch when they realize that a competitor is offering quality products and friendly prices than their current seller (Stummer, Kiesling, Günther & Vetschera, 2015). Retaining existing clients can be a daunting task. Typically, competitors offer them attractive incentives, which draw them away from their chosen merchants. To prevent such an occurrence, companies put in place strategies designed to enhance client retention. This essay in particular focuses on the strategies that can be used to prevent Brickman's Bakery from switching to a competitor.
How should you approach Sylvia verbally and nonverbally?
Since it is the first time to meet face to face with Sylvia Greco, the principle objective should be to enhance positive communication. Verbally, speech should be as clear as possible. Remaining calm, polite, assertive as well as focused on the subject matter during the conversation ensures confidence and is a recipe for positive outcomes (O'Toole, 2016). On the other hand, non-verbal communication includes facial expressions, gestures, body posture, tone of the voice, as well as rate and volume of the speech (Hargie, 2016).
A study by the Center for Mental Health in the Workplace (n.d) indicated, body language conveys 55% of the communication, 38% by the tone of the voice, and only 7% by words used in the conversation. Since approximately 90% of the communication is done non-verbally, giving Sylvia a firm handshake on first contact, relaxing ones arms, constant eye contact, and maintaining a relaxed posture, during the conversation would be ideal in this particular situation.
What strategies among the ones discussed in this chapter can you use to find out where you and LKM stand in Sylvia's mind?
Numerous strategies are applicable. The first strategy is to be friendly with Sylvia and make her feel comfortable. Eddy (2014) affirms that, by being friendly and informative it becomes easier to shift the receiver's strict standpoint regarding the subject under discussion. The second strategy is to follow Sylvia's lead, which can be attained through effective listening. By doing this, it becomes less difficult to understand the issue from her angle, which can aid in developing better responses to her queries (Tyagi, 2013).
The third strategy is asking open-ended questions to get a broader scope and understanding of the matter in question (why she wants to leave LKM for the competitor). Employing the three strategies concurrently could produce positive results (where LKM stands in Sylvia's mind and what competitors used to offer to her previous company that the LKM is not delivering). During the conversation, LKM representative should ensure that Sylvia is giving positive feedback through her body language.
What might you propose to Sylvia to try to change her mind if she indicates that she is planning to move the account?
If Sylvia indicates that she is planning to move the account, the LKM representative should begin by promising Sylvia that he will address her concerns. Greever (2015) supports this view by indicating that "when we put on an attitude that orients our response toward the needs of our stakeholders, we are addressing their concerns in a way that turns on the charm and presents our response in the best possible light." For instance, she may be looking forward to reducing Brickman's Bakery operational costs, thus, the primary concern should be to renegotiate a fair contract that will offer friendly discounts. LKM can enhance the quality of their products if that is a concern as well.
The representative can also provide Sylvia with examples of previous success projects done with Brickman's Bakery and he would be delighted to bring her onboard and work towards attaining organizational goals.
Conclusion
Any forms of negotiations require positive communication, both verbally and non-verbally. Trying to understand matters from the opposite party's perspective makes them comfortable and more willing to adjust their perspectives.
References
Center for Mental Health in the Workplace (n.d). Verbal vs. Non-Verbal Communication. Managing Mental Health Matters. Retrieved from https://www.workplacestrategiesformentalhealth.com/mmhm/pdf/full_communicating_0.pdf
Eddy, B. (2014). Biff: Quick Responses to High-Conflict People, Their Personal Attacks, Hostile Em. BookBaby.
Greever, T. (2015). Articulating design decisions: communicate with stakeholders, keep your sanity, and deliver the best user experience. " O'Reilly Media, Inc.".
Hargie, O. (2016). Skilled interpersonal communication: Research, theory and practice. Routledge.
O'Toole, G. (2016). Communication-eBook: Core Interpersonal Skills for Health Professionals. Elsevier Health Sciences.
Stummer, C., Kiesling, E., Günther, M., " Vetschera, R. (2015). Innovation diffusion of repeat purchase products in a competitive market: an agent-based simulation approach. European Journal of Operational Research, 245(1), 157-167.
Tyagi, B. (2013). Listening: An important skill and its various aspects. The Criterion An International Journal in English, 12, 1-8.
