Professional Sales

Major features of consultative selling

-Customer is person to be served -Communication is two-way -Problem-solving is offered -Service is emphasized at every phase

communication style bias

Develops when we have contact with another person whose communication style is different from our own

3 keys to a partnering relationship

Relationship is built on shared values Both commit to same vision Salesperson moves from selling to supporting

self improvement plan

Set goals, use visualization, use positive self-talk, reward your progress

Adaptive selling

altering sales behaviors in order to improve communication with the customer

ego drive

an inner force that makes the salesperson want and need to make the sale

Emotive Style traits

appear attractive take social initiative encourage informality express emotional opinions

directive style traits

appears to be busy give impression of not listening serious attitude maintain control

important rules of etiquette

avoid addressing a new prospect by first name avoid offensive comments or stories be punctual avoid cell phone

In the information age, building and maintaining relationships has minimal impact on sales success. A) True B) False

b

Sanchez's success is due largely to the fact that: A) he has unlimited energy and makes more cold calls than any other salesperson at his level in the company B) he understood the key factors involved in becoming an excellent salesperson and worked to develop skills to support those factors C) men tend to be more successful at selling industrial products than women are D) he was born with the personality of a successful salesperson and capitalized on that E) he knows how to persuade prospects to buy the products he is selling

b

The three prescriptions involved in developing a personal-selling philosophy are to adopt the marketing concept, to assume the role of problem solver or partner in helping customers make informed and intelligent business decisions, and to: A) overcome objections B) value personal selling C) create a pipeline D) learn skills of persuasion E) assess risk accurately

b

how to build relationships

be interested in other people be a good listener encourage others to talk about themselves offer compliments search for mutual acquaintances or interests

product strategy prescriptions

become a product expert sell benefits configure value-added solutions

CARE stands for

customize, appreciate, respond, execute

etiquette

manners or protocol

empathy and ego drive __ one another

reinforce

Major strategies

relationship product customer presentation

inside salespeople

those who perform selling activities at the employer's location

ethical standards tend to filter down from the __ of an organization

top

partnering

A strategically developed, high quality, long-term relationship that focuses on solving the customer's buying problems.

supportive style traits

Appears to be quiet and reserved Listens attentively Tends to avoid use of power Makes thoughtful decisions in deliberate manner

reflective style traits

Controls emotional expression Displays preference for order Tends to express measured opinions Seems difficult to get to know

Platinum rule

Do unto others as they want done unto them

the marketing mix

Product, Price, Place, Promotion

A series of creative improvements in the sales process that enhance the customer experience is known as: A) value-added selling B) relationship modeling C) managing relationships D) transactional selling E) customer-oriented sales

a

Communication-style bias is most likely to occur when a salesperson: A) has a different communication style than a customer B) talks too quickly during most sales presentations C) is unable to understand a customer's regional accent D) lacks a grasp of social customs in the customer's culture E) fails to use standard terms when describing products

a

The ultimate goal of the "marketing concept" is: A) customer satisfaction B) efficiency of production C) product diversification D) brand loyalty E) rising profit margins

a

When measured by either the number of people employed or expenses as a percentage of sales, personal selling is often the major promotional method used by American businesses. A) True B) False

a

product strategy

a plan that helps salespeople make correct decisions concerning the selection and positioning of products to meet identified customer needs

customer strategy

a plan that results in maximum responsiveness to the customer's needs

value-added selling

a series of creative improvements within the sales process that enhance the customer experience

Customer relationship management

a software that records in one place the extensive information necessary to understand a customer and their needs and expectations.

relationship strategy

a well thought out plan for establishing, building, and maintaining quality relationships

presentation strategy

a well-developed plan for meeting objectives for each sales call

communication style is an important part of __

adaptive selling

knowledge workers

add value to information and are focused on creating, using, sharing, and applying knowledge

win-win philosophy

both the buyer and seller come out of the sale understanding that their respective best interests have been served

relationship challenges

building new relationships transforming relationships management of relationships

business ethics

comprises principles and standards that guide behavior in the world of business

under the marketing concept (2):

customer focus and value are the paths to sales and profits customer satisfaction is of primary importance

4 key groups for relationship strategies

customers secondary decision makers company support staff management personnel

Which of the following is LEAST likely a characteristic of a person with a high level of emotional intelligence? A) adaptability B) self-confidence C) empathy D) professionalism E) optimism

d

2 dimensions of communication

dominance and sociability

Suggestions to make voice more pleasing

don't talk too fast or slow avoid a dull speech pattern avoid bad speech habits

Which of the following is a major principle supporting communication style theory? A) Successful business and social relationships require identical styles. B) Individual differences exist but are negligible in business conversations. C) Individual style differences change constantly. D) There are unlimited communication styles that are unique to each person. E) A communication style is a way of thinking and behaving.

e

People with high levels of ______________ tend to display the characteristics needed for success in sales, such as self-awareness, self-confidence, empathy, and adaptability.

emotional intelligence

steps in building a strategic account relationship

learn about proposed partner meet with proposed partner and explore benefits of the alliance present on profit impact and strategic alliance benefits

prescriptions for relationship strategy

maintain high ethical standards project professional image manage the relationship process

personal selling skills contribute to four groups of knowledge workers:

managerial personnel professionals entrepreneurs marketing personnel

nonverbal messages

messages expressed without words

The consultative sales presentation guide

need discovery selection of solution need satisfaction presentation servicing the sale

presentation strategy prescriptions

prepare sales presentation objectives prepare presentation plan renew commitment to customer service

strategies are __

prerequisites to tactical success

developing a personal code of ethics

relationship comes first, task second be honest with yourself and others personal selling must be viewed as an exchange of value

4 key words for sale's dress

simplicity appropriateness quality visual integrity

tactics

techniques, practices, or methods

empathy

the ability to understand and share the feelings of another

self-concept

the bundle of facts, opinions, beliefs, and perceptions about yourself that are present in your life

emotional intelligence

the capacity for monitoring our own feelings and those of others, for motivating ourselves, and for managing emotions

style flexing

the deliberate attempt to adapt one's communication style to accommodate the needs of the other person

Communication style

the pattern of behavior that others observe

the marketing concept

the principle that holds that achieving organizational goals depends on knowing the needs and wants of target markets and delivering the desired products

strategic planning

the process that matches the firm's resources to its market opportunities

culture

the sum total of beliefs, values, knowledge, ethnic customs, and objects that people use to adapt to their environment

Outside salespeople

travel to meet prospects and customers in their places of business or residence

creating and delivering customer value

understand customer's value needs creating the value proposition communicating the value proposition delivering the value proposition

customer strategy prescriptions

understand the buying process understand buyer behavior develop prospect base

the term __ describes a salespersons ability to minimize communication style bias

versatility

personal selling

when a company representative interacts directly with a customer or prospective customer to present information about a product or service