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
