Chapter 6 Flashcards
What is personal selling?
Dealing with potential customers face-to-face and trying to convince them to make a purchase
What are the 11 Principles of Selling?
- Make a good personal impression
- Know your product or service
- Believe in your product or service
- Know your field
- Know your customers
- Prepare your sales presentation
- Think positively
- Keep good records
- Make a no truly “ cold calls”
- Make an appointment
- Treat everyone you sell to like gold
What are the eight steps in the sales call?
- Preparation
- Greeting
- Showing the product or service
- Listening to the customer
- Dealing with objectives
- Closing the sale
- Follow up
- Asking for referrals
Three call behaviors of successful salespeople
- Let the customer talk more than you do
- Ask the right questions
- Wait to offer products and solutions until later in the call
Six sales objections to turn into advantages
- Price
- performance
- Follow up service
- Competition
- Support
- Warranties and assurances
Two goals in personal selling
- develop relationships
2. Develop repeat business
Eight ways to keep customers happy
- Know your customers by name
- Deliver the product or service on time, every time
- Help customers carry their purchases to their vehicles
- Suggest a less expensive product, if it will meet the customers needs or offer a recommendation to a source of a product that you do not sell, if it is what they want and you cannot offer a substitute
- provide a full refund to any customer who is dissatisfied
- Take time to listen politely and with empathy to complaints
- Provide a toll-free customer systems phone line that is easy to use
- Offer a product or service information of interest to customers in a nonthreatening matter
Three ways to handle customer complaints.
- Always a knowledge complaints and criticism and deal with them
- Do not overreact and above all do not take them personally
- always tell the truth about any negative aspect of your product or service
What is CRM?
Companywide policy’s practices and processes a business uses with its customers to generate maximum customer satisfaction and optimal profitability
Three golden rules of CRM.
- Put the customer first
- Stay close to your customers
- Pay attention to the details
SBA five components of successful CRM
- Conduct your own survey
- Check employees telephone manners periodically
- Emphasize the importance of rules such as prompt answering and a cheerful attitude of helpfulness
- Make customer service a team effort
- Extend your efforts after hours
Why does CRM matter
CRM can be the component of your business that makes it a sustainable entity