Chapter 3: Creating value with a relationship strategy Flashcards
1. Explain the importance of developing a relationship strategy. 2. Discuss how thought process can enhance your relationship strategy. 3. Identify and describe the major nonverbal factors that shape our sales image. 4. Describe conversational strategies that help us establish relationships. 5. Explain how to establish a self-improvement plan based on personal development strategies.
- Explain the importance of developing a relationship strategy.
▸Emotional Intelligence: Capacity for recognizing our own feelings and those of others, for motivating ourselves, and for managing emotions effectively in ourselves and our relationships.
- People with high EI display self-confidence, trustworthiness, adaptability, initiative, optimism, empathy, social skills.
- Empathizer: Someone who has the ability to imagine themselves in someone else’s position and understands what that person is feeling.
- Partnering emphasizes building a strong relationship during every aspect of the sale and working hard to maintain a quality relationship with the customer after the sale. Partnership can be strengthen when salespeople use value-added relationship strategies.
- Discuss how thought process can enhance your relationship strategy.
▸Self-Concept: Bundle of facts, opinions, beliefs, and perceptions about yourself that are present in your life every moment of every day.
*Self-imposed fear can prevent salespeople from achieving success.
▸Win-win philosophy: Both buyer/seller come out of the sale understanding that their respective best interests have been served.
▸Ego drive: An inner force that makes the sales person want and need to make a sale.
▸Character: Personal standards of behaviour, including honesty and integrity. Your character is based on your internal values and the resulting judgements you make about what is right and wrong.
▸Integrity: Part of your character; what you have when your behaviour is in accordance with your professed standards and personal code of moral values.
*The relationship strategy is built on the win-win philosophy, empathy, ego drive, character and integrity.
- Identify and describe the major nonverbal factors that shape our sales image.
*The image others have of us is shaped to a great extent by nonverbal communication.
▸Nonverbal message: A form of communication that has been defined as “messages without words” or “silent messages”.
*Studies say anywhere from 70% to 90% of communication is nonverbal.
Nonverbal messages: 1. Entrance and carriage, 2. Shaking hands, 3. Facial expressions 4. Eye contact.
▸Effect of appearance on relationships:
*Unconscious Expectations: Certain views concerning appropriate dress.
*Business casual: Clothing that allows you to feel comfortable but looks neat and professional.
▸Effect of voice quality on relationships:
1. Do not speak too quickly or too slowly, 2. Avoid speech pattern that is dull and colourless, 3. Avoid bad speech habits.
▸Effect of etiquette on your relationships:
1. Avoid the temptation to address a prospect by first name, 2. Avoid offensive comments/stories, 3. Recognize the importance of punctuality, 4. During lunch do not discuss business before meal unless client initiates, 5. When you use voice mail leave clear/concise message, 6. Avoid cell phone contempt.
- Describe conversational strategies that help us establish relationships.
- Comments on here and now: weather, unique artifacts in an office. Small talk, ice breakers, building relationships.
- Compliments: Sincere compliments.
- Search for mutual acquaintances or interest.
- Explain how to establish a self-improvement plan based on personal development strategies.
▸Strategies for self-improvement:
- Step 1: Set goals. Written statement describes what you want to accomplish.
- Step 2: Visualization. Mental image of what you want to accomplish (goals).
- Step 3: Positive self-talks. A self talks is an effort to override past negative mental programming by erasing or replacing it with conscious, positive, new directions.
- Step 4: Reward your process. Type of reinforcement when trying to change behaviour.