due in 24 hours

ADJUSTMENTS IN INTERVIEW PROCESS FOR GET RESULTS!

Charles woke up excited. Today could be a big day and end with the opportunity to make

a lot more money than he has been. Five years of telephone based fundraising for an

Indianapolis charity had built his confidence in his selling skills. It had not started out

that way.

He began experiencing sight problems in second grade. By the time he got to high

school, even with the best lenses available, he could only make out letters in 24 point font

or higher; anything further than five feet out was a shapeless color blob. His high school

had a great support staff and all of the equipment necessary to make certain he could

succeed. Following an internship at the large charity dedicated to helping the visually

impaired he was offered a job fundraising. He was provided with a computer monitor 4X

the size of a typical one and the charity provided a special software conversion for their

account management system. With coaching and guidance Charles soon became a top

performer. His confidence grew over time and dreamed of an opportunity to do better.

He liked his job, but since it was a charity his income was fairly low and stayed the same

no matter how much money he brought in from donors.

Last week while returning from lunch he noticed a large sign on the sidewalk outside of a

vacant office space near his office. He walked up to it and read the large letters in

orange: Opening Soon! Get Results! Inc. Do you have at least 5 years of tele-sales

experience? Are you a top performer? We offer a $4,000 per month draw and

UNLIMITED earning opportunity. Interested? Call 800-555-4454 to set up an

interview.

Shortly after returning home Charles called the number. A female answered saying Get

Results Inc. are you interested in employment? Charles said yes and answered a handful

of straight forward questions. The woman finished keying in his answers and asked if he

could interview at 5:00 p.m. the day after tomorrow. Charles replied, “Yes. What’s the

process?” The woman paused and answered “you will be tested on telesales system they

use, then a mock sales call and an interview if you pass those steps.” “Do you know if

they use Salesforce?” asked Charles. The woman paused again. “I do not have that

information. Sorry.” “Well then, could you tell them I will need a large computer

monitor to test on since I am sight impaired.” He could hear her keyboard clicking. “Did

you get that,” he asked? “Yep,” she replied. “Good luck with the interview.”

Charles arrived to the interview 15 minutes early and took a seat next to a dozen or so

other people in the foyer of the office; he could smell fresh paint. Promptly at 5:00 p.m.

a man strode in to the room. “Good evening, ladies and gentlemen. I am Bob Gavitt,

founder and owner of Get Results! I need to hire a top team of 3 salespeople to get this

company off of the ground fast. We open for business on Monday and I already have two

contracts lined up. “How many locations do you have?” asked someone to Charles’s left.

“This one only,” replied Bob. “Why only 3 sales people?” asked another. “Because that

is all I can afford now,” said Bob. He continued “I’ve been in sales for 15 years and won

nearly every award you can win. I have been to Hawaii 3 times and Paris once for selling

contests I won. I’ve put every penny I have into getting this off the ground.” Charles

could hear people shifting in their chairs. “Listen,” said Bob, “I don’t want to waste

anyone’s time. If you feel this opportunity is not for you I’ll give you $20.00 to leave

right now. Charles saw four people stand up, collect their money and leave. “What kind

of training do you provide,” asked one of those who had stayed. “Not much,” said Bob,

“that’s why I need experienced people who can hit the ground running on day one. The

$20.00 offer is still on the table if anyone else wants it.” Charles saw two more people

get up, take the money, and leave.

“What sales platform do you use,” asked someone to Charles’s left. “Salesforce” replied

Bob. Charles gave a sigh of relief. Bob continued, “if everyone here still wants the job,

let’s move to the system testing phase.” Bob led them into a room with a long table top

featuring a row of computer monitors and key boards. “Take a seat anywhere you like.

When you are ready, put on the headphones, click on the “Begin” button in the center of

the screen and the testing module will begin. Charles looked in vain for a large monitor

but did not see one. He did not take a seat, and Bob walked over to him.

“Is something wrong?” he asked. “Yes,” replied Charles. “I requested that I be tested on

a large monitor.” “Well, I don’t have any” replied Bob. “These are all that I bought.

Besides, even if I had one the resolution of the screens would be way off.” Charles

replied “that’s why you need the Eric 3000 conversion program to resolve the issue.” “I

don’t have that either,” said Bob. “Wait a minute,” said Bob. “Are telling me you can’t

see?” “I have difficulty,” replied Charles, “but with the right equipment and software I

can easily navigate Salesforce.” “I’ll take you at your word on that, but the problem is I

don’t have the monitor you need or the software,” said Bob. “Are you telling me you

absolutely can’t see anything clearly on these monitors? Charles shook his head “No.”

“Then I’m sorry” said Bob, we’re just a 4 person start-up company and this is all that I

have.” Charles was crushed and turned to leave. “Wait” said Bob, “at least take your

$20.00.” Charles waved him off and left the building.

1. What were the contributing issues on both sides that led to this outcome? There are at least 6 (10 points).

2. Analyze the selection process. What likely worked and what likely did not? Explain why. (10 points).

3. Were any laws violated? If so, which ones? Why do they or do they not apply? (10 points).

4. Based on your answers from #1, develop a minimum of 4 solutions for Bob. (10 points).

5. Based on your answers from #1, develop a minimum of 4 solutions for Charles. (10 points).