pro selling 2

Present: What are the root meanings of the word "present"? What is the rightful role of facts in a presentation. What is superior to facts? What is the right/wrong role of scripts in presentations?

"present" has different root meanings: to present, to tell your story, explain your MacGuffin and all the marvelous things it can do for people, existing right now...having influence and being in the time and place at hand. Giving people information doesn't give people value, it simply steals their time. Because of this, presenting is no longer about giving information. It's about giving meaning. Wrong role: we don't know anyone who is moved to tears or touched deeply by a canned pitch read word for word over the phone by telemarketer. Right way: Authenticity doesn't mean you can't use preplanned words (scripts). It just means that when you do, you have to make them your own, in both your head and your heart.

What are the benefits of web-based sales training?

- 24 hour access to training programs which allows fast and convenient training - Increased interactivity among large and spread out sales teams - Instant access to new product information and current product updates which allows sales force to have up to the minute accuracy of information - Direct performance measurements with immediate feedback - Reduces costs of airfare, hotel stays, and convention expenses - Sales reps can focus their attention on the specific training they need

What items are included on the preapproach information checklist?

- What business is the company in? What are its products and markets? Who are its primary customers? - How big is the company? Where does it rank within its industry? Can this company give me enough business to make this call worthwhile? - Who is the ultimate decision maker in buying my product? - Who else influences the buying decision? - How often does this company buy my type of product or service?

What constitutes a proper greeting?

- do not just say "how are you" - appealing surrounding helps,

What is the best way to get a prospect's attention?

- give the prospect a reason. - develop an attention getting opening that break through their preoccupation and focuses attention on the selling situation. appealing to the senses and through the introduction of a benefit.

Describe what to do and not to do in creating a positive image.

- look the part

How do you go about remembering a prospect's name?

- pay attention- ask to have the name repeated and spelled - concentrate- look for distinguishing characteristics - associate- relate a characteristic with something to help you remember the name - observe- study people regularly to strengthen your ability to see characteristics and practice your imagination - repeat- use the prospects name several times

Specifically how can the various types of social media be used in effective preapproach activity?

1. Get selectively LinkedIn: The people in your network actually matter, so salespeople need to be able to count on all of the people in their network 2. Get to the point on twitter: Do you have the right followers? Do they retweet your messages? Or are they just following you in hopes you'll follow them so their numbers look big to their audiences? 3. Inspire through your Facebook page: Setting up groups are largely old news, however they do have some extremely useful features such as allowing you to email all members and make the group private. Pages are the way forward for most organizations. It's a lot simpler than a group, anyone can "like" a page to show their support, and anyone can read what you're posting.

What is the best approach to voicemail?

1. Give your phone number twice. This way if the listener doesn't write it down the first time, he or she gets a second chance without having to repeat the message 2. Try to avoid leaving messages on a Friday afternoon because messages left at this time are the least likely to be returned. 3. Monday mornings can also be a bad idea for voicemail as higher priorities demand attention, and your call may not be one of them. 4. Some of the best times to leave a voicemail are 7 AM to 8 AM and 4:30 PM to 6:30 PM

What 3 mistakes are made in forming first impressions?

1. Making it all about you and not the prospect 2. In cold calling, don't make a phone call to someone you know nothing about. Use all of the preapproach tools available to you: Websites, press releases, social media. 3. Don't ad lib your calls. YOU NEED A SCRIPT. It takes skill to disarm someone in 15 sec or less, so you have to prepare and then practice so it doesn't sound scripted.

From what sources can salespeople obtain preapproach information?

1. Mergers: Will new alliances give you better opportunities to see companies that have denied you access in the past? 2. Personal Changes: Watch for new appointments by your customers, prospects, and competitors 3.Changing product lines: Firms that drop or add products may be suggesting a new emphasis that gives you a reason to call. 4. Advertising plans: Have your competitors or customers changed advertising agencies? 5. Online, TV, and Magazine ads: Online ads, TV commercials, and print ads are a source of invaluable clues. Look at the features being stresses and the image being portrayed. 6. Sales training: The news media highlights new sales training endeavors. Is your customer or prospect developing a sales training program of which you can make use?

What basic information about leads is desirable to have/record?

1. Prospect's full name and nickname (if you know it) 2. Email address and business and home address 3. Direct phone number (cell phone is best) 4. Name of company she or he works for 5. Position in company 6. Family information (spouse, number of children, etc.) 7. Personal information (club memberships, college attended, hobbies) 8. Approximate income (if your product or service is to be sold to the individual rather than to your company) 9. Source of prospect (Did you get his or her name referral or otherwise?)

Describe the 3 basic principles for keeping/converting leads in a competitive marketplace.

1. Qualify leads: Pay attention to lead qualification. Have a process in place and the resources and skills to qualify those leads. Generating leads is akin to building the Alaskan pipeline. Figure out how to build the pipeline and get the oil flowing. 2. Nurture leads: There will likely be some leads that aren't ready for sales. A nurturing process that includes phone calls, email, social media contract, and direct mail is necessary to keep in touch with those prospects until they're ready to see a salesperson. 3. Add value: The worst thing you can say is something like, "I'm just calling to find out if you've gotten that budget yet." Email case studies or relevant and insightful articles based on research about them and their company. That way, you are not only checking in, you are contributing to their productivity.

How can social media assist in the qualifying process?

1. Start at the top: Get connected to company executives first. Start by tailoring your pitch to the company you are targeting, and then search for the CEO or top management on the social networks. 2. Know more than your competition: Start by choosing a target company and research it. Search their posts for information on promotions, purchases, acquisitions and contracts. Take note when the company announces that they will be speaking at a certain conference and then search for a video from that conference. Once you have a clear idea of what they need, it is far easier to position yourself as the best solution - and then you can present the perfect information at the perfect time. 3. Make prospects come to you: Perhaps the best social media tool for making your prospects come to you is a blog. Use Google's Keyword Planner to find out what people really want to know about your industry and offer relevant content in a series of blogs and ebooks. Promote this content on social media and ask your employees and friends to share anyways. 4. Rotate your lesser-known social networks: When it comes to how many social media networks you join, just signing up isn't going to do you much good unless you stay active on it.

What four questions must you be able to answer before making a call?

1. Why am I calling? 2. What is my proposal? 3. What would make this person want to grant my request? 4. How does my telephone script sound?

What are the 4 key objectives of an effective approach?

1. to make favorable or positive impression on the prospect. 2. to gain the prospects undivided attention 3. to develop positive interest in you proposition. 4. to lead smoothly into the need discovery phase of the interview

Your Serve: What is the difference between pitching and serving? What are the differences between features and benefits? How is creating value the same as and different from making a sale?

A pitch is me-focused and a serve is them-focused. Features are answers to the question "What?" Benefits are answers to the question "Why?"

Great Questions: Distinguish between productive/great questions salespeople should ask and unproductive/ineffective questions that should be avoided. What are the main purposes/goals of asking the great questions?

Asking great questions allows you to show them how inadequate their world is without you and your terrific product or service. Great questions lead the other person into a conversation that makes them feel good. Honestly great questions might lead into conversations that only result in making a new friend but that is okay.

Be Real: What do you have to do/have to be authentic?

Being authentic is not something you become; it's something you already are. Authenticity is not something you seek or take on, it's something you simply embrace.

What are effective means of interacting with and utilizing gatekeepers?

Building rapport with gatekeepers: 1. Adjust your attitude: Gatekeepers appreciate respect, and they can recognize insincerity 2. Honesty is the best policy. 3. Sell to the gatekeeper: Gatekeepers have influence over buying decisions, so if you show them their company can benefit by using your product or service, the chances of you making the final sale increases. 4. Question gatekeepers: Ask them what are the needs and goals of their company, and they just might be willing to tell you. 5. Be thoughtful 6. Be patient

Describe the functions and benefits of CRM systems, sales apps, and mapping/GPS programs.

CRM systems: it covers concepts used by companies to manage their relationships with customers, including capture, storage, and analysis of customer information. It is a tool that can improve companies to a higher level with customers. Sales Apps: Another way that salespeople can maximize the use of their smartphones and tablets is through the use of apps designed for mobile sales. It allows field reps to close deals from anywhere. The multitude of apps available can provide you with data, evidence, and social proof you need to transition prospects through the buying process with ease. Mapping programs and GPS: due to mapping technology no salesperson should ever be lost or late to an appointment. Real time location finders and interactive mapping systems are widely available on smartphones and come standard in most new car models. With the information clearly plotted on a map and a friendly voice guiding you, effectively navigating your territory has become immeasurably more accurate.

Undersell: What is the root meaning of the word "convince"? What distinguishes undersell from oversell?

Convince means "to conquer" Oversell means following through on your promises - every one of them. i.e being on time for your appointments, to sending that bit of information or link or reference that you said you'd send.

What activities are important in preparing for the presentation?

Do your research to find out about the prospect and develop for the call, linked to a potential client benefit. Set a goal for each contact with a prospect, know what you want to accomplish, and how you plan to do it. Review company websites and the personal profiles of your contacts on LinkedIn or other social media sites. Here are some rehearsal tips: - Practice your presentation with specific customers in mind - Video presentations to show sales reps their strengths and weaknesses - Make large, exaggerated motions until you feel comfortable making more natural-looking gestures

Posture: What are emotional clarity, emotional discipline and posture? Why are these key to success in sales?

Emotional clarity is your understanding that there is a difference between your economic need (which is real) and your emotional need for this person to be the solution to that economic need. Emotional discipline is your ability to hold onto that clarity and consistently choose your responses to each situation, rather than reacting impulsively. Posture means shaking off doubts and insecurities and stepping into the truth of who you are and the value of what you have to offer, without emotional attachment to any specific customer. These are key to succeed in sales because you cannot control the outcome of what the customer will do, but you can control the actions you take, the words you speak, and especially the thoughts you hold because your thoughts often communicate just as loudly as your words and deeds.

In what particular ways are Facebook, Twitter, and LinkedIn useful to salespeople?

Facebook: salespeople utilize Facebook fan pages to build profiles of their products and services and to keep their brand prominent in the daily news feed of Facebook users. Salespeople should also: 1. Like their clients' Facebook pages 2. Organize your Facebook friends into customs lists 3. Search for prospects using a Facebook graph 4. Post something related to your work Linkedin: It helps salespeople and anyone else for that matter make connections. "Connections breed Connections" Twitter: it allows sales people to strike up conversations with people and opportunities to communicate about their brands or businesses is broadened significantly.

The Competition: What is the appropriate place/value of competition? When you complement/respect competition what are the key messages you are sending to prospects?

Good competition keeps you on your toes, raising the bar for what a business like yours can do. Good competition pushes and stretches the limits of what's possible. It shows you are confident, successful, and that you are safe.

Silence: Why and how does power come from silence?

In conversation, often the most powerful moments are not when you are speaking but when you pause and make room for the other person.

What technology tools are useful in improved communications?

Laptops: they provide you great desktop power wherever you go. With wifi connections salespeople can maintain constant access to important contact information, sales scripts, and emails. They enable greater time management during flights or commutes, where the busy salesperson can type away at important documents or stay caught up on reading reports. Smartphones: They have it all. They are a computer, the Internet, your email, phone, address book, notepad, road map, and entertainment all in one. Apple Iphone is a popular smart phone, the Samsung Galaxy has loyal users. Tablet: they are popular for their ease of use and extreme mobility, both in the business and the personal entertainment landscape. Many salespeople are conducting the majority of their sales calls through videoconferencing with Cisco or Skype. Telecommuting is a work arrangement in which employees do not commute to a central place of work due to the advances in communication technology.

Build Networks: how does network building affect impact? What is the most important basis for genuine influence? Distinguish between structural authority/pushing and moral authority/pulling.

Network building affects impact in that Influence causes your impact to reach out beyond the people you know to touch the lives of those you have never met. The strength and reach of your influence determines how many of those people you'll reach and the quality of that reach. Reputation is the most important basis for genuine influence. In sales, Structural authority/pushing is telling people what you want and moral authority/pulling is finding out what they want.

Fuzzy Influence: All other things being equal, who will people do business with and refer others to? What is the Law of 250? Who are in your cold, warm, and fuzzy markets, and where will the majority of prospects/customers come from?

People will do business with and refer business to those people they know, like, and trust. The Law of 250 says that on average, every person has about 250 people in his life who would show up at his wedding or funeral. Joe concluded that if he treated one customer poorly, he had lost not one sale but a potential 250 sales. On the other hand, he reasoned, if he treated that same person well, he had just had a positive influence on 250 people, and not just one. Each individual has a sphere of influence that encompasses an average of 250 people each of whom has his or her own sphere of influence encompassing 250 more people each and so on. Customers from a cold market are those you didn't know and customers form a warm market is those you did know and then most of your customers will come from fuzzy markets which consist of people in between cold and warm, so people you vaguely know: not exactly friends, but not exactly strangers either.

what are the elements of a good telephone voice?

Pitch: ex, keep in mind that when you are under emotional stress, the pitch of your voice will tend to rise and become shrill and strained Volume: Is it too soft or too loud? Ask a friend Rate: If you speak too slowly you'll likely lose the attention of the listener Quality: Smiling as you speak enhances your vocal quality. Being angry, upset, or in a hurry negatively affects your vocal quality. Articulation

What is visualization and how does it help?

Positively affirm the feeling you want to create and visualize the outcomes you want to obtain. Think about what you will say and anticipate the prospect's responses. Create a mental image of the desired results, and then live it over and over in your mind. Practice out loud; your mind believes the sound of your own voice.

various phases of the buying process.

Problem recognition- recognizing that a problem or need exists and must be satisfied. Search for alternatives- search for information concerning the alternatives. both internal (previous experiences) and external (adds dynamics require extensive info search) evaluation of alternatives- determinant attributes come into play; price, reputation, service capabilities and design components the purchase decision- want to minimize risk and simplify the decision making process. find out how the product fits into the customer by asking questions post purchase evaluation- buyer evaluates their decision based on their pre purchase expectations and decides if it has been satisfactory.

differing categories of knowledge

Product knowledge: it begins with the product itself: It's specific features, its benefits, and its acceptance in the marketplace. It includes knowing all available options and how it can be adapted to the particular customer's needs and how it performs under varying conditions. Detailed product knowledge prepares you to answer any question a customer might have and to offer whatever reassurance is necessary in the process that helps the customer reach a decision. -Performance: Performance is another vital area of product knowledge. How long will your product last? What kind of wear and stress does your product tolerate? How easy is it to upgrade? How much training is necessary for an employee to operate or use? Can it be repaired? sales knowledge in this case means knowing who to call on and when to ask for back up. - Manufacturing: An understanding of the manufacturing process may help enable you to explain why a price seems high to the prospect is actually quite reasonable, or why delivery takes longer than the buyer expected. - Distribution: What delivery channels are used? Do discount houses and chains sell the product in competition with other types of retail outlets? Another important element of distribution concerns pricing policies. Such policies include dealers' costs, availability of quantity discounts, applicable credit terms, and whether the company will consider negotiating special deals. - Company: You need to something about the history of the company: Who founded it and when, how the present product line evolved, the company's position in the marketplace, its past and present performance and growth. - Service: Once a product or service is sold, your responsibilities have just began. It is outstanding after-sale service that will cement the relationship and ensure repeat orders and repeat commissions! - Competition: Another overlooked area of product knowledge is information about the competition. Learn about your major competitor's product lines; know their credit terms, their prices, their delivery schedules, and their reputations for service. Consumers don't weigh the advantages of buying a product against those of not buying; rather, they are trying to decide which product to buy, yours or the competitions offerings.

What are the 4 categories of differential competitive advantage? What elements are included in each?

Product superiority: Versatility, Efficiency, Storage, Handling time, Safety, Adaptability, Appearance, Design, Mobility, Packaging, Life expectancy Service superiority: Delivery, Inventory, Credit, Training, Merchandising, Installation, Maintenance Source superiority: Time established, Competitive standing, Community image, Location, Size, Financial soundness, Policies and practices People superiority: Personal knowledge and skill, skill of support, Personnel, Integrity and character, standing in community, flexibility of call, schedule, interpersonal skills, mutual friends, cooperation.

The Perfect "Pitch": Why is prospecting such a hard thing for people to do? What should be the prime goal of networking and meeting new people? What is the one word secret to making the perfect sales pitch? Explain. What is the traditional "three foot rule" and how does that compare to the Go-Giver's "three foot rule"?

Prospecting is a hard thing for salespeople because most us want to be liked by other people. The prime goal of networking and meeting new people is to meet people and make a few new friends. "Don't" is that one word. The secret to the perfect sales pitch is to have no pitch. The traditional "three foot rule" says that everyone who comes within three feet is fair game to pitch about your product. The Go-Giver's version goes something like this: Anyone within three feet is worth getting to know better.

List/describe each of the prospecting methods presented in the chapter, identifying both positive and negative aspects where possible.

Referrals: A referral is a name given to you as a lead by a customer, a friend, or even a prospect who did not buy, but felt good about you and your product. It's one of the most powerful techniques available to sales professionals. People trust recommendations from business colleagues, friends, and family 92% of the time and more than all other forms of marketing. - The best time to ask for referrals is right after the close of a sale. - The principal thing you ask for in a referral is for your client to make it easy for you to contact a new prospect. 2. Centers of influence: It's a person who believes in what you are selling, influences others, and is willing to give you names and help qualify them. It can give you far more prospects and is both willing and able to provide new names on a continuing basis. - Also always find a way to show your gratitude by being of service to them 3. Social media: it's cost effective and efficient. Social media prospecting is about creating context with people so that your social interactions may eventually lead to a sale. Social media is full of clutter so it will take a little effort and some strategizing. - Twitter: it's a gold mine for prospecting, ready for you to shake you pan and let the leads fall out. - Facebook: Graph search on facebook allows salespeople to search results based on very specific search queries. - Linkedin: It's the most business-friendly social media channel, but also users become very wary about strangers connecting with them that's unless you've got the secret ingredient to finding leads and prospects such as using groups. It makes it the best place to insert yourself and get useful advice and tips. - Pinterest:According to surveys, Pinterest is now the third-most popular social networking site behind Facebook and Twitter. Has similar feature of Facebook and Twitter in its use of hashtags. Today, hashtags on visual Pins are like clues into the mind of the Pinterest user due to the visual nature of the post. For regular users, hashtags are a way to connect with other users on their favorite topics. For you, it makes it easy to pull out pins that users have deemed related to the keywords you use in your prospecting efforts. 4. Group Prospecting: The idea is to bring together a number of people, from 8 to 20 or more. You can meet virtually anywhere from homes to offices. The purpose is to inform prospects about your product/service. During group sessions salespeople have an opportunity to find and hone in on people's pain points. Following a session it's important to follow up to capitalize while the iron is hot. This method can also be used at networking events or offering to be a guest speaker at group meetings (i.e. Civic Groups). 5. Strategic Calling: All about your state of mind. For most salespeople, it is not meant to be your only source of leads but calling on potential unsuspecting customers can be a supplement to other prospecting efforts. You must be able to communicate with a prospect so that they understand and resonate with what you have to say. -Use as a supplement: this method is designed to supplement your current prospect list. Set aside a specific amount of time each week to make calls but never at the expense of more profitable activity. -Always preplan: Develop several effective icebreakers and captivating statements and experiment until you find what works best for you. Statements should be relevant and memorable so prospects remember you when you come to make a presentation. -Stay enthusiastic: People will likely be too busy to talk, if you stay enthusiastic you will likely leave a positive impression or impress them with your professionalism and open a door to a new prospect. 6. Email and Direct Mail: Ultimate success of email and direct mail prospecting depends on the management of your mailing list. The product/service you sell has a great deal to do with what kind of list you use. The goal of the list is to have people/businesses that are partially qualified prospects. Don't overlook directories for developing these lists as they likely have promising leads. When working with email you can track open rates, to see how many people who open a particular email campaign. 7. Current Customers: It would be a mistake not to mention one of salesperson's most powerful and ever-present sources of business - and that is the existing customer base. Acquiring new customers is expensive - five to ten times the cost of retaining an existing one - and the average spending of a repeat customer is a whopping 67% more than that of a new one. Make sure you know that coming up with creative ways to sell more to your current customers. 8. Business and Civic Groups: Membership in civic groups can give you opportunities to meet people who are prospects for your product or service. In selecting groups to join, consider the kinds of prospects you need to meet. It is also beneficial to choose organizations to which decision makers belong. Keep an updated file of the organization's members as you meet and learn about them. Avoid actively selling at the meetings, but you may ask someone to tell you the best to call to set up an appointment. 9. Networking: Networking refers to the active cooperation between business people to share information about the business climate, specific happenings in the business community, and prospects. It involves the 3 C's: -Connecting -Communicating -Cooperating Exchange contact details, add them to your database and keep in touch. There is another prospect waiting behind your next conversation if you enter into each conversation wanting to discover not just what the person can do for you, but also how you can serve him or her. 10. Websites: A website acts as the company's representative, so you want it to reflect your professionalism in terms of design and content quality. -Essential Website Components: Needs to remain relatively clean and simply designed, they are also user friendly with easily navigable pages and links to key content. -Use Affiliate Program Marketing: You may want to offer ad space on your website, or even place ads on other affiliated sites. Google AdSense is the most well known affiliate marketing program and can even earn your website some revenue.

Follow-Through: Distinguish between how follow-up is addressed in typical sales training versus the meaning of follow up from the Go-Giver perspective. How does effective follow through add value? Why is effective follow through more like farming than fishing?

Sales training usually use the term follow-up, which means continuing or repeating something that has already been done. Go-Givers perspective is completing a process or action and taking it to its fullest conclusion. Effective follow through adds value in that it connects them to other people and suggests ways they can do business with each other or benefit in some other way from that relationship. In farming you prepare the soil, you plant seeds, you water, weed, nurture, and cultivate. In other words, follow through

Listen: What is the pure and rightful focus of true listening? How can true listening provide value to the speaker?

Salespeople listen because they are interested in the other person; they are curious. They want to know the person. They listen to learn. It can add value through active listening: the idea being that you make the person feel more heard if you engage more actively in the process, giving them regular feedback - nodding, saying "uh-huh", and so forth - and when they're finished, repeating back what you think the person just said to make sure you heard it right.

The Close: Contrast "closing" with "opening". What are the Eight Key Words related to closing? What is the primary underlying goal of a proper close?

The moment we start using a closing technique, it's easy for the process to start being about me and my results instead of about the other person. Instead of trying to close the prospect, open the dialogue to more possibilities. The eight key words to closing: If you can't do it, I'll definitely understand. Our underlying goal is to create value for the other person.

What is the purpose of effective preapproach?

The preapproach is the planning and preparation done prior to actual contact with the prospect. In gathering such information, you learn who to call, why, when, and where. Seemingly insignificant details might be the key to the approach that spells the difference between a sale and no-sale.

What is the purpose of classifying prospects into classes? According to the text, what would be the characteristics of prospects in each of Class A, B, C?

When you first find the name of an individual or company prospect, assign a classification to the name. Class A: prospects are those about whom you have adequate information to make a presentation. You know they have the money to buy and the authority to make a decision. Ideally, you also have a referral from someone they respect. Class B: prospects are those about whom you have adequate information to make the best possible presentation. You may not know enough to be sure they need your product or service. You may not know whether they have the authority to make a decision or whether they can afford to buy. You may not have a referral to help open the door. When one or more of these items is missing, the proper action is research rather than approach. Class C: prospects are people whose names you have found in some way, but about whom you have little or no information other than a name. They are leads, not prospects.

Objections: Contrast the challenge approach to objections with the clarification approach. What does it mean to "turn into the skid"?

You can challenge them, which will probably harden their thoughts into a firm negative position. Or you can reframe their point as a request for clarification (which is what it really is) - and join them as a partner in the process. "turn the skid" means showing empathy: instead of facing off and staking out a debate position, step over to where the person is standing, stand next to them, and look at their objection with them.

What characteristics does a salesperson use to evaluate whether a lead is a qualified prospect?

You use the MADDEN test: MONEY: Separate the talkers from those who actually have the means to buy. APPROACHABLE: Can you get an appointment DESIRE: Prospects may have no real interest in your company or what you have to offer. DECISION MAKER: Be sure the person you call on is the decision maker. ELIGIBLE: Determine whether the prospect is eligible to buy from you. Some prospects are already committed to a competitor and cannot buy. NEED: Determine the need level for your product or service. To accomplish this you must seek out the most up-to-date information about an individual' s company and ask questions and listen carefully to determine what the prospect's buying motives are in order to uncover any specific needs.

purchase influences

behavioral- innate behaviors (instinctual), learned behaviors (acquired), adaptive behaviors (evolved) Socio cultural factors- culture physical environment, social class. psychological- mood of the moment, attitudes, perception of oneself, combine with socio-cultural to influence purchase decisions.

What distinguishes idle conversation from chit-chat with a purpose?

chit chat with purpose is small talk uses to gauge the comfort level and establish rapport, eases tension, ask questions like: - Are you a native of this area? - Where did you go to school? - what are your favorite weekend activities?

consumer buying behavior vs organizational buying behavior

decision maker- in a purchase it is the consumer, in an organization it is made by a buying center, (decision making unit of all individuals who play a role in formulating the purchase recommendation. buying criteria- individual consumers have limited factors to weigh in a decision, business markets often require products that are complex, expensive, and purchased in larger quantities. Length of relationship- organizational buyers prefer to stay with suppliers for longer to reduce the need for frequent negotiation (long term relationships) buying motives- individual consumers often buy based on emotion and later attempt to rationalize their decisions. organizational buyers rational motives are dominant but also take emotional into account as well.

How do each of the social styles impact your approach strategy?

expressive- open in terms of long range goals or implications. analytical- open in very specific terms. amiable- open in supportive people oriented terms. driver- open in results oriented terms

How do you build trust during the approach stage?

integrity- long term commitment that builds your authority over the long haul.

List/describe the 6 step telephone track.

introduce yourself and your company- provide a tangible benefit- personalize the call- take the pressure off the call- overcome resistance- request an appointment-

What is product positioning? What 5 key actions should salespeople take to educate prospects/customers about how their products and services are better than competing options?

product positioning: the marketing strategy of differentiating a product or company in the mind of a prospect. 1. Find out: what qualities of your products and services are most important to your customers. Use that information to custom design a unique niche for yourself. 2. Put together: a marketing strategy built around several features that are important to your customers. And then develop an integrated communication message that reinforces those attributes in the customer's mind. 3. Remember: the way you service your customers or sell to them can be a powerful difference. 4. Recognize: that focusing on the few attributes that really set you apart means you can't be all things to people. When you shout, "Hey, everybody", you end up satisfying nobody. Focus on those customers that are a part of your specific target market. 5. Keep: keep an eye on how your competitors are positioning themselves. Be ready to respond to their claims and make sure you maintain a differential competitive advantage.

Describe each of the different approach methods/techniques. Be able to identify or provide accurate examples of each.

relevant benefit approach- useful when you already know a need the prospect has or specific pain based on their answers to questions. should appeal to the prospects dominant buying motive , something new and specific curiosity- when you know something about the prospects needs and why they agreed to meet with you question approach- quickly establishes 2way communication, enables you to investigate the needs and apply the benefits of your product or service to those expressed needs qualifying question approach- similar to question approach but seeks some level of commitment. compliment approach- effective if used properly, offer compliments with empathy, warmth, and sincerity. referral- establishes leverage by borrowing the influence of someone the prospect trusts and respects. enhances credibility and increases the likelihood that the prospect will give you full attention. educational approach- lees of a sales pitch and more of an educational lesson for the prospect hands on- actually handing the prospect the product or some physical representation of it to a prospect to produce a positive reaction

buying center roles-

users- these individuals are those who will actually use the product or service buyers- have formal authority to make the purchase influencers- provide info, directly or indirectly throughout the buying process to members of the buying center deciders- this role is played by those who have the power and authority to choose from among the various suppliers. make final decision gatekeepers- control the flow of information to the buying center

Describe the visual factors, professional habits, rapport building, and physical actions which impact positive (or negative) first impressions.

visual factors- -correct any detail that could become a visible distraction such as tattered briefcase, messy car, grooming. - body language - dont advertise your membership in a specific organization professional habits- - be prompt or even early - present a clear agenda, tell purpose of your call right away - be prepared with as much info about the prospect as possible. Building rapport- - pronounce name correctly - specific and sincere compliments - respect the prospects personal space - look for common ground like mutual things - enthusiasm physical actions- - shake hands, maintain eye contact, greet the prospect warmly, use prospects name in greeting - refrain from personal habits