15-16 Flashcards
Q: What is the definition of personal selling?
A: The process of inducing and assisting a prospective customer to buy goods/services or act on an idea with commercial significance.
Q: What are the 3 key components of personal selling?
A: Persuasion, Customer Assistance, Mutual Benefits.
Q: What is persuasion in personal selling?
A: Persuading someone to believe or do something through reasoning.
Q: What is customer assistance?
A: Putting the customer’s needs before your own intentions.
Q: What is mutual benefit in personal selling?
A: Focus on creating a win-win situation for both buyer and seller.
Q: What four things determine a salesperson’s effectiveness?
A: Role Perceptions, Skills, Motivation, Aptitude.
Q: What are role perceptions?
A: Understanding the activities and responsibilities expected in your sales role.
Q: What is role accuracy?
A: When a salesperson clearly understands their role and responsibilities.
Q: What is role conflict?
A: When a salesperson feels torn between serving the company and the customer, reducing productivity.
Q: What are the 3 major types of skills for salespeople?
Maintenance skills (territory planning, company/product knowledge)
Coping skills (handling anxiety, customer rejection, maintaining self-esteem)
Active selling skills (prospecting, approaching, persuading, handling objections, adapting)
Q: What are expectancies in sales motivation?
A: Belief in your ability to perform the task.
Q: What are instrumentalities?
A: Belief that performance will be rewarded.
Q: What are reward valences?
A: The value you place on the reward.
Q: What are the 7 steps of the traditional sales process?
Prospecting and Qualifying
Pre-approach
Approach
Presentation and Demonstration
Handling Objections
Closing the Sale
Follow-up
Q: What is aptitude in sales?
A: Natural physical or mental ability for learning and proficiency.
Q: List key behaviors of world-class salespeople.
Passionate about their company and product.
Focus on details to develop customer solutions.
Motivated to win and go the extra mile.
Lifelong learners always looking to improve.
Authentic, truthful, and transparent.
Advocates for customers and build loyalty.
Learn from failures and improve.
Handle complex sales and educate buyers.
Support customers throughout the buying process.
Q: What happens during prospecting and qualifying?
A: Finding and identifying potential customers.
Q: What is the pre-approach stage?
A: Researching the customer and identifying their problems/needs.
Q: What happens during the approach?
Introduce yourself and your company.
Share a strong value proposition (reason to believe).
Q: What is the role of a Market Response Rep (MRR)?
A: Find and qualify leads.
Q: What does a Sales Development Rep (SDR) do?
A: Hunt for new clients but do not close deals.
Q: What is the role of an Account Executive (AE)?
A: Close deals, work with new or existing customers, develop selling plans, negotiate contracts.
Q: What is the role of a Customer Success Rep (CSR)?
A: Focus on customer retention and loyalty; farming existing relationships.
Q: How has technology changed sales?
A: Buyers are better informed; salespeople must add more value.
