Sell Ch 6 Quiz

Dimensions for Evaluating Sales Proposals: Increases the buyer's trust and confidence in the seller's ability to deliver successful results.

Assurance

The added value or favorable outcome derived from features of the product or service the seller offers is called a ____________.

Benefit

In planning customer encounters, salespeople must decide on a basic format, such as _________

Candid sales presentation Written sales proposal or an Organized Sales dialogue and presentation.

What are the sales communication formats?

Candid sales presentation Written sales proposal or an Organized Sales dialogue and presentation.

This type of sales communication: -Include scripted sales calls, memorized presentations and automated presentations. -Can be complete and logically structured. -Do not vary from buyer to buyer; should be tested for effectiveness

Canned Presentation

Parts of a Sales Proposal: Includes situation analysis and the recommended solution. Explains how the solution addresses the buyers problem or need.

Customer Needs and proposed solution

Buying Motives: If a buyer has a need to be liked, their buying need is ____________

Emotional

Buying Motives: Includes motives such as security, status, and need to be liked; sometimes difficult for salespeople to uncover these motives

Emotional

Buying Motives: What buying motive can be difficult for for salespeople to uncover?

Emotional

Dimensions for Evaluating Sales Proposals: Reflects the seller's thorough understanding of the buyer's unique business environment, operations organization, improvement opportunities, needs, and objectives.

Empathy

Parts of a Sales Proposal: The most important section, Functions- Demonstrates the salesperson's knowledge about the customer's needs and creates a desire in the customer to read it.

Executive Summary

A quality or characteristic of a product that is designed to provide value to a buyer

Feature

Parts of a Sales Proposal: Includes details about the additional information required to sign the contract. Includes a schedule of items to do (execute a contract, delivery, etc)

Implementation and timetable

This type of sales communication: -Addresses individual customer and different selling situations -Allows flexibility to adapt to buyer feedback -Most frequently used format by sales professionals

Organized Sales Dialogue and Presentation

What sales communication format is the most frequently used by sales professionals?

Organized Sales Dialogue and Presentation

Unlike a canned sales presentation, this sales dialog has a high level of customer involvement

Organized sales dialogue (aka organized sales presentation)

Parts of a Sales Proposal: Presents the pricing and delivery options

Pricing and sales agreement

Buying Motives: If a buyer is concerned about cost, their buying motive is ___________

Rational

Buying Motives: Typically relate to the economics of the situation, including cost, profitability, quality services offered, and the total value of the seller's offering as perceived by the customer.

Rational

Dimensions for Evaluating Sales Proposals: Reflects the seller's ability to identify creative and practical business solutions that will help the buyer achieve their goals and objectives.

Reliability

Dimensions for Evaluating Sales Proposals: Demonstrates the seller's willingness to work closely with the buyer to understand their unique situation, present viable business solutions, and ensure achievement of promised results

Responsiveness

A _______ _______ takes place when the saleperson and the buyer meet in person to discuss business.

Sales call

An in-person meeting between a salesperson or sales team and one or more buyers to discuss business is a _________.

Sales call

A business conversation between buyers and sellers that takes place over time as sales people attempt to initiate, develop, and enhance customer relationships is called a _______________________.

Sales dialogue

Salespeople who attempt to make a sales presentation before building a foundation through the ________ risk being viewed as noncustomer-oriented and overly aggressive

Sales dialogue

The term ___________ is used interchangeably with __________

Sales dialogue

Some sales dialogues include a comprehensive communication style that convey multiple points designed to persuade a prospect or customer to make a purchase called ___________

Sales presentations

During a canned presentation, the ________ does most of the talking

Salesperson

Parts of a Sales Proposal: Information about the selling company (info that is important to them)

Seller profile

Dimensions for Evaluating Sales Proposals: Enhances and differentiates the communication of the seller's message and invites readership by its content, structure, and overall appearance.

Tangibles

A sales call typically takes place in ________ but it may take place elsewhere, like a tradeshow or the salesperson's place of business

The customer's place of business.

The secnod type of sales presentation is the ______________________. It is a self-contained sales presentation but is often accompanied by sales dialog before or after the proposal is delivered.

Written Sales proposals

This type of sales communication: -A complete self-contained sales presentation -often accompanied by sales calls before and after the proposal is submitted. -Thorough customer assessment should take place beforehand

Written Sales proposals

What sales communication format is often accompanied by sales calls before and after the proposal is submitted?

Written Sales proposals

What sales communication format should have a thorough customer assessment should taken place beforehand?

Written Sales proposals

Engaging the customer: Give the prospect

a reason why an appointment should be granted.

The sales proposal should be prepared after the salesperson has made ___________

a thorough assessment of the buyer's situation as it relates the seller's offering.

Canned presentations fail to ____________

adapt to different types of customers and various selling situations

creating a value proposition: Reflect dimension that ___________

add value

Engaging the customer: Request a specific

amount of time

Tips for creating effective sales proposals: Think of the proposal as _________

an in depth conversation with the buyer's decision makers

Engaging the customer: Request and ___________ Especially if most contact has been over phone/email

appointment

Guidelines for the presentation: Monitor prospect's understanding by

asking checking questions

*Because written communication provides a permanent record of claims and intentions, salespeople should ____________

be careful not to over promise.

One advantage of the proposal is that the written word is usually viewed as ____________

being more credible than the spoken word. Subject to careful scrutiny.

Sales presentations ideally only take place after the saleperson has

completed the ADAPT process (assessed, discovered, activated, project, and transition)

1. keep it simple 2. choose 1 or 2 key benefits 3. be specific - focus on tangible outcomes 4. reflect dimension that add value 5. promise only what you can deliver

creating a value proposition

Before, during an after the sale, selling strategy must focus on ____________________

customer needs and how the customer defines value.

The _________________ summarizes the the legitimate business reason for making the sales call by answering the prospects question, "why should i spend my time with you?

customer value proposition

a statement of how the sales offering will add value to the prospect's business by meeting a need or providing an opportunity

customer value proposition

Ideally, sales presentations focus on _________________

customer value.

Tips for creating effective sales proposals: Avoid so-what proposals that do not give customers the __________

financial justification for buying your product.

The sales proposal has long been associated with _____________

important, high-dollar-volume sales transactions.

Tips for creating effective sales proposals: Realize that you must educate the buyer and provide __________

information accordingly

Tips for creating effective sales proposals: Give the decision-makers all the ___________

information the need to make an informed decision.

creating a value proposition: choose 1 or 2 __________

key benefits

Tips for creating effective sales proposals: Ensure that your proposal has a _______

logical flow that the customer can easily follow.

With the widespread use of _______________ , the standards for all sales communication continue to rise. Buyers expect clear informative sales information and less tolerant of sloppy communication.

multi-media

Tips for creating effective sales proposals: When writing a proposal. pretend you are __________

one of the buyer's decision makers and decide what you need to know to make a decision.

Guidelines for the presentation: Monitor prospect's ________________

participation

Guidelines for the presentation: ______________ inthe proper place and environement

performed

Guidelines for the presentation: Preplanned, prepared, and _____________

practiced

most proposals provide a triggering mechanism such as a

proposed contract to confirm the sale and specify follow-up action if the proposal is satisfactory.

Canned presentations can be used by _____________

relatively inexperienced salepeople.

Dimensions for Evaluating Sales Proposals

reliability, assurances, tangibles, empathy, responses

a flexible planning tool that assists the salesperson in assembling pertinent information to be covered with the prospect

sales dialogue template

Tips for creating effective sales proposals: Avoid boilerplate proposals that use the ___________

same wording for all customers.

creating a value proposition: Keep it ________

simple

creating a value proposition: Be specific- Focus on _________________

tangible outcomes

The ________ industry relies heavily on scripted sales calls and canned presentations.

telemarketing

Canned presentations should be _________________

tested for effectiveness, ideally with real customers before they are implemented with the entire salesforce.

Engaging the customer: Suggest a specific

time for the appointment

Finally as the process of sales presentation continues and relationships are established with customers, salespeople must work continually to increase the _________ customers receive.

value

To focus on customer value and implement the trust-based selling process, salespeople must have a basic understanding of the ______ they and their competitors can deliver to customers.

value

Salespeople must recognize that what constitutes value will ___________

vary from one customer to the next.

creating a value proposition: promise only

what you can deliver