Sales E2: Ch. 9,12-15 Warm ups
There are specific methods of negotiating buyer concerns. Most of these buyer concerns fall into ________ types of methods or categories.
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___________________________ should be viewed as opportunities to prove your product is a good investment.
Buyer concerns and need resistance related to price
_____________________________ have played an important role in increasing sales force productivity.
Online presentation technologies and presentation software
Salespersons and sales managers often conduct ________ analysis to help them effectively and efficiently manage the prospect or account database.
account
Every aspect of the sales presentation should be ________.
adapt to the needs or problems mutually identified by the prospect and the salesperson
Salespersons often make the mistake of not ________ more than once during the sales process.
asking for the order
One of the primary value-added developments in personal selling is the importance of customer service, which________________________.
builds and extends the partnership
Need, product, source, time, and price are the five categories of ________________________________.
common buyer concerns
Buyers often require reassurance that they have done the right thing after saying yes. The step in the closing process that offers reassurance is called the _______ step.
confirmation
The two major contributors to relationship quality, ________, can be enhanced by the salesperson.
customer satisfaction and trust
When a salesperson identifies and develops potential customers, it is an important part of ________
customer strategy
There are at least two critical guidelines for creating consultative presentations that include ________. These help minimize the possibility that you will spend more time discussing features that provide no benefit to the customer.
effective precall preparation and well-executed need discovery
Salespersons need to be attentive and use observation to recognize closing clues. An important personality trait that salespeople need is ________ to help them recognize closing clues.
empathy
Every salesperson inevitably faces challenges in formal negotiations. However, the greatest challenge in almost every negotiation is not to sell on price but to sell products and services based on ________.
fair and unique value propositions
Strengthening the partnership and adding value extends to personal visits, telephone calls, email messages, letters and cards, and call reports. These are examples of ________.
follow up
Salespersons continue to strengthen the partnership when they use ________.
follow up, follow through and expansion selling
Occasionally, a salesperson will have to deal with an unhappy or angry customer. It is important to ________.
give him or her every opportunity to disclose his or her feelings
Often, the type of leads known as referrals result in________________.
higer close rates, larger sales, and shorter sales cycles
There are three types of need-satisfaction presentation strategies. These are ________.
informative,persuasive and reminder presentation strategies
The negotiation process is the process of working to reach an agreement that ________.
is mutually satisfactory to both buyer and seller
It is inevitable that sometimes the buyer will say no. However, high-performance salespersons can ________ after a lost sale.
make sure the deal is dead, review the chain of events, and interview the client
It is important to remember that group presentations are ________.
more challenging and demanding than one-on-one-sales presentations
The characteristics of the persuasive communication strategies include: ________.
personal and subjective, emotional response, emphasize benefits, and are influence-driven
Salespersons are often tasked with determining which sales strategies to use. The two popular models of analysis they use are the ________.
porfolio model and sales process model
There are generic principles of formal integrative negotiations. The primary components of this process include ________.
preparing for negotiations, knowing the value of what you're offering, understanding the problem, creating alternate solutions, finding a point of agreement, and knowing when to walk away
Closing a sale can be a complex process, so it is always wise for the salesperson to ________.
preplan several closes
After you have configured a solution that matches the customer's needs, you must select which _______________________________ to emphasize
presentation strategy or combo
The use of negotiating methods and combinations varies depending on the particular combination of salesperson, ________.
product, service, prospect
________ is the lifeblood of selling.
prospect identification
The evaluation and qualifying process is normally the first opportunity salespeople have to consider ________.
prospect needs and how they match with your product characteristics
You identify, locate, and profile your ___________ by analyzing your product and current customers.
prospects
Servicing the sale is a major dimension of the selling process, with the objectives of ________.
providing maximum customer satisfaction and establishing a long-term partnership
Use of any closing method that is perceived by the customer as _______________________ will damage your chances of building a long-term partnership.
pushy or manipulative
Prospecting techniques produces a list of names that must be evaluated using criteria developed by each salesperson. The process of prospect evaluation is called ________.
qualifying
Salespersons need to be prepared for certain tactics during negotiations. Buyers who are trained in negotiations often ________.
resort to a number of tactics
Common methods of collecting and organizing prospect and account information include
sales force automation systems or customer relationship management systems (CRMs)
________ is the type of information that goes beyond sales data such as the marketplace, a prospect's company, and even the prospects themselves.
sales intelligence
one of the major factors in repeat sales is a _____________ that is a customer advocate.
salesperson
As the ________, expansion selling opportunities might present themselves.
salesperson learns more about the customer
Dealing effectively with an unhappy customer should be thought of as an opportunity to________.
strengthen the business relationship
The elements of the persuasive presentation strategy include: emphasize the relationship, ________.
target emotional links, sell specific benefits/get reactions, appropriate use of showmanship, minimize negative change impact, place strongest appeal at beginning or end, and use power of association
The ultimate goal of formal integrative negotiations is to achieve win-win solutions by offering buyers ________.
the value they appreciate without compromising the sellers benefits
Long sales cycles require multiple commitments. These commitments need to be obtained from the prospect ________.
throughout a multi call sales presentation
Salespersons need to direct the customer's attention ________ to overcome price concerns.
to the value added features of the product or service
There are several types of closing methods. The ________ close is a closing attempt made at an opportune time during the sales presentation to encourage the customer to reveal readiness or unwillingness to buy.
trial
For a group presentation to be effective, every team member needs to ________.
understand his or her responsibility and the time he or she will be given for the portion of the presentation
________ is an important selling method that often adds value and is an effort to sell better quality products.
upselling
The salesperson must be alert to closing clues from the prospect. The primary clue or set of clues includes ________.
verbal and nonverbal clues that the prospect is preparing to make a buying decision
Closing should not be viewed as a strategy to __________________________
win at expense of the customer
