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