Exam 1 Flashcards

1
Q

What did Jim Koch say regarding his selling of Samuel Adams Beer? What is the crucial feedback loop?

A

What he needed was a customer.

Crucial Feedback Loop: If you really understand customer needs and solve for them, you will be successful.

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2
Q

How Sales professionals demonstrate value to customers:

A

by providing productive information

by helping identify and solve problems

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3
Q

Textbook definition of Personal Selling

A

the process of seeking out people who have a particular need, assisting them to recognize and define that need, demonstrating to them how a particular service or product fills that need, and persuading them to make a decision to use that service or product.

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4
Q

4 Types of Sales Jobs and examples:

A

Trade Selling: Increase business through merchandising and promotions. (Lindsey House from Mars Chocolate.)

Missionary Selling: Educating buyers who decide what product the consumer will use. (Pharmaceutical Sales, Medicine, etc).

Technical Selling: Specialist with technical expertise selling to firms who use their products. (Electronic sales, Phone sales, etc).

New Business Selling: Seeks out and persuades new customers to buy for the very first time. (Realtors, Houses).

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5
Q

What does it take to be good at Sales? (9)

A

Enthusiasm
Empathy
Goal Directed
Ability to ask questions
Resourcefulness
Administrative ability
Initiative
Perseverance
Pleasant personality

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6
Q

What we did NOT list for characteristics. (What is NOT good)

A

Aggressive/assertive
Extrovert
Winning at any cost
Physical size
Fast talker

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7
Q

What are some downside issues in a Sales Career?

A

Rejection! (THIS IS THE BIGGEST DOWNSIDE).

Irregular hours and travel

Variable income in commission-based sales

Dealing with people who are, to say the least, challenging

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8
Q

Relationship Builders:

A

1: Treat customers like lifelong partners.

2: Become a solutions provider.

3: Deliver more service than you promise.

4: Schedule regular service calls.

5: Open and honest communication.

6: Use the “we can” approach.

7: Take responsibility for mistakes.

8: Be an ally for the customer’s business.

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9
Q

Relationship Breakers:

A

1: Focus only on making the sale.

2: Wait for problems to develop.
3: Over-promise and under-deliver.
4: Wait for customers to call you.
5: Lie or make exaggerated claims.
6: Use the “us vs. them” approach.
7: Blame others, knock competitors.
8: Focus on your personal gain

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10
Q

A true sales professional will succeed if they can handle _____, harness ______, and _____ to customer evolving needs, in order to ______ get what they want.

A

Change, Technology, respond, help people.

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11
Q

Relationship Selling Model vs Traditional Sales Model.

A

Relationship:
40% Build Trust
30% Question / Listen
20% Sell Benefits.
10% Reassure Close.

Traditional:
10% Telling.
20% Qualification
30% Present Feature.
40% Close Long and hard.

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12
Q

Qualifed Prospects must have:

Some Pre-Approach Activites include:

A

Needs, Money, Authority.

Action plans and social media research on prospect.

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13
Q

As a class, what did we agree that was the most important tip for a new salesperson?

A

1: BE PREPARED

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13
Q

The Fraud Tree:

A

Corruption:

Asset Misappropriation:

Financial Statement Fraud:

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14
Q

Ethics in Modern Society:

A

Individual people are unethical, not organizations.

Business Ethics is an aspect of societal ethics.

Ethics in selling is NOT a contradiction.

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15
Q

Inside the Fraud Triangle:

A

Pressure: Employees faces personal financial problems.

Opportunity: Employee recognizes that pressure can be relieved by theft, and it can be hidden from exposure.

Rationalization: Employee finds justification for the misconduct in order to maintain a personal sense of self-worth.

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16
Q

Deontological:

A

A system that relies on the use of expressly stated rules, such as the 10 commandments or the Golden Rule.

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17
Q

Teleological:

A

a system that defines right and wrong only in terms of outcome (aka the greatest good for the greatest number).

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18
Q

As a salesperson (or in any function actually), you need to know where the company stands on ethics, and whether its stand is ______.

And the time to do this is _____ you’re hired, not after!

A

consistent with your own, before

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18
Q

Global Rule of Thumb:

A

Salespeople should follow the laws of their country and the rules of their company

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18
Q

Influences on a Salesperson’s Ethics:

A

Company Code of Ethics: Government action and fear of retribution have convinced more companies to adopt a code

The Bottom Line: Survival and Profit

Group Think: Peer Pressure

Gamesmanship: Winning only for the sake of winning.

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18
Q

Unethical behavior can occur in sales when people forget the real purpose of professional selling:

A

to satisfy the needs of others

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18
Q

Consumer behavior is:

A

the set of actions that make up an individual’s consideration, purchase, and use of products and services.

19
Q

5 Stages of the Purchase Decision Process:

A

Problem Recognition (Motive Arousal).

Searching for Alternatives: (External and Internal)

Evaluation of Alternatives:

Purchase Decision

Post-Purchase Evaluation.

20
Q

How do Organizational Buyers buy?

A

Decision Maker – usually a buying center

Buying Criteria – more complex

Length Of Relationship – desire to stay with suppliers longer

Buying Motives - rational, economic, and/or emotional

21
Q

The Buying Center

A

An ad hoc, cross-departmental, decision-making unit consisting of all individuals who play a role in formulating a purchasing decision

22
Q

5 Roles Played by Members of a Buying Center

A

Users: Individuals who will use the product or service.

Buyers: Have formal authority to make a purchase.

Influencers: Provide information to members of the buying center.

Deciders: Have power and authority to choose suppliers.

Gatekeepers: Influence and control the flow of information needed to make a decision.

23
Q

Watch for these signs that the buyer is either not understanding or not accepting the message:

A

Tugging the ear suggests the desire to interrupt

Pinching the nose and closing the eyes says that a matter is being given serious thought

Tightly clasped hands or fists indicate tenseness

Steepling of the hands indicates smugness, self-confidence, or feelings of superiority

24
Q

Problem Recognition:

A

In relationship selling, sometimes hinges on the seller’s ability to uncover a need

May occur when the buyer re-evaluates the current situation and perceives a void or dissatisfaction

25
Q

Purchase Decision:

A

Chooses a supplier/vendor
Can be made easier by a salesperson

Involves a set of related criteria:

Tangible features of the product

Financial considerations: price, discounts, credit policies

Intangible factors: reputation, past performance, or delivery dates

26
Q

Post-Purchase Evaluation. Define Cognitive Dissonance.

A

Cognitive Dissonance is….Post Purchase Anxiety!
The level of anxiety depends on the importance of the
decision and the attractiveness of rejected alternatives

27
Q

How can a seller reduce cognitive Dissonance?

A

Reinforcing the buyer’s belief that the right decision was made

Demonstrating the capabilities and quality of the product or service

28
Q

CPG Example – reducing cognitive dissonance

A

Providing examples of past performance.

Tracking and communicating results.

29
Q

Characteristics of organizational buyers:

A

Fewer in numbers

Larger dollar volume purchases

Less freedom of decision

30
Q

Define Deconding:

A

Decoding is the mental process by which the buyer figures out the meaning of a message

How they translate the symbols used in your presentation into something that relates to their needs

31
Q

Psychological Influences on the Purchase Decision Process

A

Perception: What buyers perceive as important to them may not be what you believe.

Current Mood: The buyer’s mood at the moment, can influence buying.

Attitudes: Buyers can often display an attitude of what worked/didn’t work in the past.

Self-Image: Self explanatory.

32
Q

Proxemics:

A

The physical distance individuals prefer to maintain between themselves and others.

*Successful salespeople move closer to a client when closing

32
Q

The four styles:

A

Driver, Expressive, Amiable, Analytical.

33
Q

Magnus Geiger Bonus Question – Who is his buddy?

A

Kosta the English Spaniel

34
Q

Personal Selling

A

process of seeking out people who have a particular need, assisting them to recognize and define that need, demonstrating to them how a particular service or product fills that need, and persuading them to make a decision to use that service or product.

35
Q

partnership selling

A

understand your customer’s unique needs and indentifying solutions to mutually grow the business

36
Q

Sean from our class video worked for which company?

A

Nestle~ Purina.

37
Q

primary reason for encoding

A

1: Influence the attitude/behavior of buyer
2: Move buyer through mental shift
3: Reach shared understanding

38
Q

Craig’s personality is?

A

Driver and Expressive

39
Q

Relationship selling cycle:

A
  1. Phase one:
    -Identifying a qualified prospective.
    -Planning preapproach activities.
  2. Phase two
    -Approaching the prospect
    -Discovering needs.
    -Making the presentation.
    -Handling objections and gaining commitment.
  3. Phase three
    -Close sale.
    -Follow ups.
40
Q

True/False.

You have to be extroverted to be a sales rep.

A

False

41
Q

Pace: the speed at which a person prefers to move

Low in assertiveness (analytical and amiable) prefer a _______

High in assertiveness (drivers and expressive) prefer a ______

A

1: Slower Pace.

2: Faster Pace.

42
Q

Priorities: what a person considers important

Low in responsiveness (drivers and analytical) put _____ at the top.

High in responsiveness (expressive and amiable) put _____ at the top.

A

1: Priorities

2: Relationships

43
Q

Assertiveness: The _____

A

effort a person makes to influence or control thoughts and actions of others.

44
Q

Responsiveness:

A

The willingness with which a person outwardly shares feelings

45
Q

The 4 styles:

A

Driver: Based on the sensing function and results-driven reactions.

EXPRESSIVE: Based on the intuitive function of imagination and thought

Amiable: Based on the feeling function of personal and heart-led reactions.

Analytical: Based on the thinking function of organizing and analyzing.

46
Q

THE DRIVER:

A

Decisive in action and decision making

Likes control; dislikes inaction

Prefers maximum freedom to manage self and others

Cool, independent, and competitive with others

Low tolerance for feelings, attitudes, and advice of others

Works quickly and impressively alone

Has good administrative skills

47
Q

The EXPRESSIVE

A

Spontaneous actions and decisions

Likes involvement

Exaggerates and generalizes

Tends to dream and engage others in those dreams

Jumps from one activity to another

Works quickly and excitedly with others

Seeks esteem and group identification

Has good persuasive skills

48
Q

The AMIABLE

A

Takes time in making decisions or taking actions

Likes close, personal relationships

Dislikes interpersonal conflict

Supports and actively listens to others

Has good counseling and listening skills

Less interested in goal setting

Seeks security and identification with a group

49
Q

The ANALYTICAL

A

Cautious in decisions and action

Likes organization and structure

Dislikes involvement

Asks specific questions

Wants to be right, so collects much data

Works slowly, precisely, and alone

Prefers objective, task-oriented, intellectual work

Has good problem-solving skills