Chapter 6 Flashcards

1
Q

What is personal selling?

A

Dealing with potential customers face-to-face and trying to convince them to make a purchase

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2
Q

What are the 11 Principles of Selling?

A
  1. Make a good personal impression
  2. Know your product or service
  3. Believe in your product or service
  4. Know your field
  5. Know your customers
  6. Prepare your sales presentation
  7. Think positively
  8. Keep good records
  9. Make a no truly “ cold calls”
  10. Make an appointment
  11. Treat everyone you sell to like gold
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3
Q

What are the eight steps in the sales call?

A
  1. Preparation
  2. Greeting
  3. Showing the product or service
  4. Listening to the customer
  5. Dealing with objectives
  6. Closing the sale
  7. Follow up
  8. Asking for referrals
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4
Q

Three call behaviors of successful salespeople

A
  1. Let the customer talk more than you do
  2. Ask the right questions
  3. Wait to offer products and solutions until later in the call
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5
Q

Six sales objections to turn into advantages

A
  1. Price
  2. performance
  3. Follow up service
  4. Competition
  5. Support
  6. Warranties and assurances
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6
Q

Two goals in personal selling

A
  1. develop relationships

2. Develop repeat business

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7
Q

Eight ways to keep customers happy

A
  1. Know your customers by name
  2. Deliver the product or service on time, every time
  3. Help customers carry their purchases to their vehicles
  4. 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
  5. provide a full refund to any customer who is dissatisfied
  6. Take time to listen politely and with empathy to complaints
  7. Provide a toll-free customer systems phone line that is easy to use
  8. Offer a product or service information of interest to customers in a nonthreatening matter
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8
Q

Three ways to handle customer complaints.

A
  1. Always a knowledge complaints and criticism and deal with them
  2. Do not overreact and above all do not take them personally
  3. always tell the truth about any negative aspect of your product or service
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9
Q

What is CRM?

A

Companywide policy’s practices and processes a business uses with its customers to generate maximum customer satisfaction and optimal profitability

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10
Q

Three golden rules of CRM.

A
  1. Put the customer first
  2. Stay close to your customers
  3. Pay attention to the details
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11
Q

SBA five components of successful CRM

A
  1. Conduct your own survey
  2. Check employees telephone manners periodically
  3. Emphasize the importance of rules such as prompt answering and a cheerful attitude of helpfulness
  4. Make customer service a team effort
  5. Extend your efforts after hours
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12
Q

Why does CRM matter

A

CRM can be the component of your business that makes it a sustainable entity

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