Chapter 7 beliefs goals and needs

SPIN

S-Situation P-Problem I-Implications N-Need-Payoff

discovery

an important task salespeople must do in order to uncover and organize detailed information about customers in which there are trusted relationships

operational needs

anything that happens inside the production parts of the operation-production practices, manufacturing processes, labor, shipping and distribution, storage and delivery- are all part of how the business adds value for its customers.

probing

asking a customer questions in order to uncover the needs that can be served by a company's products, services, and information.

confirming questions

closed-ended questions used to confirm information already received

cash flow

defines how cash moves through a company--> where it comes in, how it is used inside the company, and how it goes out to pay expenses

Resource Needs

encompass the inputs needs a business needs to run , including: capital and cash flow, people and expertise, land and tools, as well as components that may be use in the process of manufacturing or growing the resource that will be sold

beliefs

firmly held mental constructs that form the foundation of human thinking and drive goals and behavior

Business Needs

generally fall into three areas: resources, operations, and revenues, which drive the performance of an organization. the specific selections made in each of these categories are driven by the company's beliefs and goals

revenue needs

how a business works with its customer. marketing efforts and public relation activities

goals

intentional human behaviors or accomplishments

clarifying questions

open-ended questions that ask the customer to elaborate on information already received

Influencers

people who don't have direct decision making responsibilities, but may advise decision makers or hold sway over them in some way. they can be internal or external to the firm

open-ended questions

questions designed to elicit opinion, experience, or cause from a customer

culture

set of unwritten rules that guide individual behaviors in an organization

Cues

small behaviors that signal the mental state of the person who reveals them. they are closely related to kinetics, but tend to be smaller movements

Sub-Verbals

small words or sounds that are uttered to communicate approval or encourage continuance by the speaker

Analysis

the act of considering what has been learned and comparing it against some standard for the purpose of taking additional action

customer satisfaction

the performance relative to expectations

ROI, return on investment

the profit that is returned to a company as a result of its investment in an asset or idea

core values

the written or stated principles that are published in order to guide the individual and group behaviors in an organization

closed-ended questions

those that are designed to obtain facts or to obtain objective responses

profit

what remains after all income is received and all expenses have been paid

SPIN Selling

widely respected approach to selling that uses questions to steer the conversation towards a positive sales decision