Selling 8th Edition by Stephen Castleberry,John Tanner

Exercise 7

Your company sells manufacturing equipment and a new machine had a control problem that affected about 20 percent of customers. The problem was written about in several magazines before your company fixed it. The problem turned out be a software glitch and could be fixed by downloading a patch from your company Web site, and could be done by the customer. How would you deal with this problem if a customer brought it up? How would you respond if a prospect brought it up? Once the patch was written, what would you do?