Chapter 14 Flashcards
1
Q
stages of partnership
A
awareness exploration expansion commitment dissolution
2
Q
exploration
A
- set realistic expectations
- monitor order process
- ensure use of product
- follow up
- handle complaints
3
Q
responding to complaints
A
- encourage buyers to tell story
- determine the facts
- offer a solution
- follow through with action
4
Q
handling rude customers
A
- follow golden rule (treat others..)
- prove you listened
- don’t justify/blame others
- do the hard things first
- call back if customer hangs up
- give customer someone else to call if unavailable
5
Q
expansion
A
- generating repeat orders
- upgrading
- full line selling
- cross selling
6
Q
commitment
A
preferred supplier (hard/soft savings) committing to a partnership
7
Q
scope of change
A
degree to which the change affects the organization
8
Q
resistance to change is greatest when..
A
the scope of change is broad and the rate of change is fast
9
Q
champions
A
advocates/internal salespeople
work for the buying firm in the areas most affected by the proposed change to make it successful
10
Q
salesperson as a change agent
A
- position the change
- determine resources needed
- develop a time based strategy
11
Q
factors responsible for dissolution
A
- limited personal relationships
- failing to monitor competitor actions
- falling into complacency
12
Q
complacency
A
assuming that the business is yours and will always be yours
13
Q
repair damage in conflict
A
- observe/acknowledge
- take responsibility for actions
- gain support
- gain perspective
- shift focus to problem solving
- implement solution
- let go and move on
