The Office-Sales (Watch till 1:30)

In the beginning of this clip, Jim and Dwight (salesmen) attempt to keep a business so that they can continue to be their paper provider. While it is meant to be funny, this clip offers some important sales tactics. The business they are selling to is worried about the prices as bigger companies are able to offer lower prices for paper. Dunder Mifflin is a smaller company that takes pride in having great customer service. It is important to see the dynamic between both Jim and Dwight in this scene as Jim takes the role of the informer while Dwight takes the role as the closer. As Jim is explaining all the benefits their company offers, Dwight calls one of the bigger paper companies, knowing that they will lack high quality customer service. This is a strong tactic because it exploits others’ weaknesses and Dunder Mifflin’s strength. Though it may have seemed rude, Dwight was trying to prove a point in that bigger companies lose sight quality service and only want to get more and more business. Once they smaller companies are out of business, they will jack up the prices. Dwight and Jim essentially argue that customer loyalty and service far outweigh cheaper prices. Jim also helps by asking the client “how important to you is customer service?” Once the client responds “very”, Jim is able to confront what the client really wants. While the client thought he wanted lower prices, what he really cares about most of all is great customer service. Jim is then able to show what good customer service looks like by calling Kelly who immediately picks up the phone. This whole time, one of the bigger companies is still on hold, giving the client a feel for what his life would be like it he went with one of the “big guys” Finally, Jim and Dwight are able to close the deal and are able to keep the client.