Chapters #1-5 Flashcards
What are 3 ways that salespeople can add value in a selling situation?
1-Trust and commitment establishment.
2-Encourage 2-way communication.
3-Know which activities add value, provide closure.
How is selling to an existing customer different than selling to a new customer?
Skip facts about the company and strive towards relationship building and servicing customers.
Difference between “order taking” and “order getting.” Which is preferred (from organization)? Which is easier (as salesperson)?
Order taking: At McDonald’s merely take the order of what you already know you want. (Best for salesperson/easiest.)
Order getting: Asking additional questions to suggest different or more food, “upselling.” (Organization prefers)
Definition of emotional intelligence.
ability to effectively understand/regulate one’s own emotions and read/respond to other’s.
Why is high emotional intelligence an important quality for salesperson to have?
Good to have empathy. Can relate and change sales pitch based upon reaction OR not ruin reactions too.
Roles of each in sales process: initiator, influencer, gatekeeper, user, decider.
Initiator: Starts the process
Influencer: Has a direct or indirect say
Gatekeeper: Controls the flow of information
Decider: Makes the firm hard decision, yes or no.
User: Maybe have a bit to say BUT they use it.
80/20 rule regarding listening.
Listen 80% of time and talk 20% of time. The talking is you reiterating back to them what they said.
4 categories of social styles and key characteristics of each.
Analytical: numbers driven, like facts/stats, makes right decision
Driver: CEO personality, risk takers, bosses.
Amiable: relationship based, quiet listener, avoids risks and conflicts
Expressive: personable, focus on future, salesperson type
How would you sell to each social style?
Analytical: Graphs, numbers, logic
Driver: direct, business like, focus on money
Amiable: stress relationship aspect, focus on commitments
Expressive: express it, testimonials, demonstrations/graphics
