Strategic Sales Chapter 5

performance feedback

A type of feedback that salespeople often get from their supervisors that focuses on the sellers actual performance during a sales call.

adaptive selling

Approach to personal selling in which selling behaviors and approaches are altered during a sales interaction or across customer interactions, based on information about the nature of the selling situation

expressive

Category in the social style matrix; describes people who are both competitive and approachable. They are high on assertiveness and responsiveness.

analytical

Category in the social style matrix; describes people who emphasize on facts and logic. Analysticals are low on assertiveness and responsiveness

amiable

Category in the social style matrix; describes people who like cooperation and close relationships. Amiable are low on assertiveness and high on responsiveness.

driver

Category in the social style matrix; describes task-oriented people who are high on assertiveness and low on responsiveness.

expert system

Computer program that mimics a human expert

assertiveness

Dimension of the social style matrix that assesses the degree to which people have opinions on issues and publicly make their positions clear to others.

social style matrix

Method for classifying customers based on their preferred communication style. The two dimensions used to classify customers are assertiveness and responsiveness

outlined presentation

Systematically arranged presentation that outlines the most important sales points. Often included the necessary steps for determining the prospect's needs and for building goodwill at the close of the sale

responsiveness

The degree in which people react emotionally when they are in social situations. One of the two dimensions in the social style matrix.

versatility

a characteristic, associated with the social style matrix, of people who increase the productivity of social relationships by adjusting to the needs of the other party

standard memorization presentation

carefully prepared sales story that includes all the key selling points arranged in the most effective order; often called a canned sales presentation

diagnostic feedback

information given to a salesperson indication how he or she is perfroming

customized presentation

presentation developed from a detailed and comprehensive analysis or survey of the prospects needs that is not canned or memorized in any fashion