MKT 300 Chapter 14
What are the different ways to get information in the pre-approach
-Annual reports and online information -Direct mail/letters of introduction -A meeting choice - let them decide when to meet
Promote goodwill and initiate jointness by becoming..... -___________/___________ between the two companies -___________ -___________ of philosophies, policies, and approaches -_______ builder
-Liaison/linkage between the two companies -Advocate -Communicator of philosophies, policies, and approaches -Team builder
In a sales situation, most people are naturally declined to....
-Make too many statements without first knowing how the potential customer feels -Ask too few questions -Listen Poorly
Ways to Establish expertise, credibility, and trust in order to solve problems creatively..... -_________ definition -_________ base -_________ base -_________ Base -_________ Base -Generation of _________ alternatives -Synthesis of ____ -Solution to _________
-Problem definition -Knowledge base -Information base -Experience Base -Insight Base -Generation of strategic alternatives -Synthesis of idea -Solution to problem
What are the profile circumstances surrounding the sales? -who's _________ -who's _________ -_________ competition -stage in _________ cycle -_________ of resources -_____ _____ selection
-who's involved -who's impacted -potential competition -stage in purchase cycle -availability of resources -sales cycle selection
__________ plans: Establishing sales goals and objectives for each major customer
Account plans
What are the different ways of managing objections
Anticipation/disarmament Boomerang method Counter Balancing Hearing Failure The contemplated close method
Understand buyer behavior Customer focus Listening/questioning skills
Applications knowledge
The salesperson's first formal contact with the potential customer
Approach
You're expected to ______ the sale
CLOSE
What is the main objective of the __________ role: Advance adoption of solution throughout the organization by..... -Becoming a ________ agent -Supporting _________ and _____ models -Facilitating the ______ -Building ___________ -Generating ___________
Champion -Becoming a change agent -Supporting leaders and role models -Facilitating the change -Building consensus -Generating Momentum
The point at which the salesperson obtains the first order from the customer
Closing
What are the different methods used in prospecting?
Cold calling Center of influence Referrals Exhibitions and Demonstrations Networking Telemarketing Secondary Data Coupons and ads
What is the main objective of the __________ role: Establish expertise, credibility, and trust in order to solve problems creatively
Consultant
_____________ sales Focus: Understand Consumer's problems Role of the customer: Target Reason to buy: Problem Solving Salesperson's role: Helping Customers Objective: Profit through problem solving
Consultative Sales
_____________ sales: An approach to selling in which sales personnel work closely with customers to help solve problems
Consultative Sales
Sales that result from the sales person's _______ interaction with the consumer or company
Direct
What are the aspects of a great sales force?
Diversity Selection Recruiting Training
What are the two aspects of closing the sale?
Emotional close and body language
Honest Get information when they don't know Reliable
Ethics/Trustworthiness
What are the five types of Direct sales?
Executive and team selling Field Selling Over-the-Counter Selling Inside Sales Global Sales
What is the main objective of the ________ role? Profile circumstances surrounding the sale
Explorer
What are the five roles you should try to assume when in a sales situation (in sequence)
Explorer Ambassador Consultant Champion Partner
What are good types of body language
Eye movement Moving up and back
Type of selling that occurs at a consumer's residence or at a customer's place of business (most of time spent away from company)
Field selling
after-sales service to ensure customer satisfaction in order to obtain repeat business
Follow-up
Type of selling that occurs across borders
Global Sales
Planning Time/territory management Competitive --> Results oriented
Goal Direction
What are the characteristics of a strong salesperson?
Goal Direction Empathy Applications knowledge Ethics/Trustworthiness
What are the responsibilities of a salesperson?
Implement the marketing strategy Communicate company policy Provide Feedback Make Ethical decisions
Type of selling that involves one-to-one contact with the customer via the telephone and internet
Inside sales
_____ - all that may have need for a company's product
Lead
Discussion between two or more parties to arrange a transaction (part of the sales person's role in consultative sales)
Negotiation
Type of selling that occurs in retail outlets (clothing, furniture, or jewelry)
Over-the-Counter Sales
What is the main objective of the __________ role: Advance adoption of solution throughout the organization by..... -____________ -____________ -Plans for ________ growth
Partner -Confidence -Symbiosis -Plans for future growth
Many executives irrespective of their departments view __________ ________ as one of their main primary functions
Personal selling
What are the steps in personal selling (Don't really need to know order well, just know what each contains)
Planning prospecting pre-approaching approach Presenting Closing Servicing
Preparation by the salesperson for the initial meeting with a prospect -Customer's position/learn ahead of time
Pre-approach
A two way process in which the salesperson listens to the customer to identify needs and then describes how the product will fulfill them
Presentation
Seeking potential customers within the company's target market
Prospecting
________ ________ -A potential buyer interested in the seller's product who possesses the attributes of a good customer
Qualified prospect
____________ is a tremendously important way of gaining the understanding of the customer perspective
Questioning
_____________ sales Focus: Understand the customer's business or lifestyle Role of the customer: Asset of the business Reason to buy: Partnering Salesperson's role:Creating value for the customer through satisfaction Objective: Profit through the customer satisfaction
Relationship Sales
_____________ sales: Forging bonds between Buyer and seller to gain loyalty and mutual satisfaction
Relationship Sales
What are the ways to go about the approach step?
Self introduction Mutual Acquaintance Ask a Question Get to a benefit Praise Approach Gift or sample
You must provide ________ to ensure you gain a customer instead of just making a sale
Service
What are the different types of personal selling presentations?
Stimulus - responses Formula AIDA Benefits, Functions, and Features Problem Solving and Systems selling Process of Creeping Commitment
Type of selling that involves people from several parts of the organization including top executives, working together to create a relationship with the buying organization
Team selling
__________ plans: Identifying...... -the pool of customers -their sales potential -and the frequency with which they will be contacted
Territory plans
What are the two types of plans in a marketing strategy?
Territory plans Account Plans
_____________ sales Focus: Understanding YOUR product Role of the customer: Prospect Reason to buy: Persuasion Salesperson's role: Obtain Sales Volume Objective: Profit through sales
Traditional Sales
_____________ sales: Emphasizing persuasive techniques to convince consumers to buy a company's product
Traditional Sales
What are the three basic sales approaches?
Traditional, consultative, and relationship selling
What is the main objective of the __________ role: Promote goodwill and initiate jointness
ambassador
Make a sale and DON'T ________ close (make sale and bring it up again)
double
The number 1 way in getting sales is the.....
number of contacts you have
If you are going to be a good sales man, you need __________
practice
Don't give a _________ if you can
proposal
_____ - A potential customer interested in the seller's product
prospect
Developing a _____ ______ is developing a great team
sales force
IBM has been known for its...
sales force leadership
Watson sales teams need to be capable of dealing with both ____________ users and ___ _______ decision makers
sophisticated top level
If things get screwed up in selling its probably your __________
technique
Being customer-oriented requires _______________ the customer from his/her perspective
understanding