While the character of Michael is often a personable salesman who is often more empathetic and laid back than other salesman, sometimes he is not willing to adapt his expectations to meet the customers pain. In the episode “Dunder Mifflin Infinity” he tries to win over a customer who recently changed paper providers. Similarly to in the episode where he sells to Lackawanna County, he focuses on forming a personal connection and emphasizes personal relationships to make the sale. He remembers the customers family, and asks genuine questions to try to win him over. He brought a gift basket as well, and throughout the conversation tries to remind the customer of the great customer service provided by Dunder Mifflin. However, the reason the customer switched paper providers in the first place was not the customer service but rather he needed a better price. While Michael assumed the customer would be won over by his friendliness, he didn’t listen to the specific needs the customer had but instead continued on his own routine for sales. His failure to adapt to the needs of the customer and the technology that was changing his industry results not only in losing the sale but also in him driving into a lake.
BoweryJE22
This is such an iconic and hilarious episode of The Office that the sales aspect often goes unnoticed. Nice work looking into that and discussing the necessary adaptations that salesmen need to undergo to maintain good sales numbers and customer relationships.
I never would have noticed this sales strategy flaw if it weren’t for you pointing this out. Great job in identifying this easy to overlook point. Great job.
It is important to remember that while the goal is to sell, sometimes what you are selling is not best for the customer. Sometimes the problem with what you are selling could lie in product or price. If a sale is not going to happen, it is important to remember that it is not the fault of the sales person every time. Sometime it is what they are delivering. When we face rejection it is important to learn from the experience opposed to driving our cars into lakes.