Old Stuff Flashcards
What are three ways that salespeople can add value in a selling situation?
- Encourage two way communication
- Help foster trust and commitment
- manage situations
- In terms of adding value, which is the difference between unpaid and paid sales promotion? The difference between personal and impersonal sales promotion?
Unpaid = publicity + WOM Paid = Ads/promos + personal selling/e-mail Personal = Personal selling / e-mail + WOM Impersonal = Ads + Publicity
- How is selling to an existing customer different from selling to a new customer?
They are at least a little informed on your product. Working on maintaining relationships. Either a straight or modified rebuy
New customer is much more difficult because you have to build credibility, trust
- What is the difference between “order taking” and “order getting”? Which is preferred (from the organization)? Which is easier (as a salesperson)?
- taking: the customer told me something and that’s it (I want a cheeseburger)
- getting: upselling, asking for a little bit more (want apple pie with that?) ***use word “upselling” to describe this in exam
Preferred by Organization: order getting
Easier for salesperson: order taking
- What is the definition of emotional intelligence? Why is high emotional intelligence an important quality for a salesperson to have?
- Ability of effectively understand and regulate one’s own emotions and to read and and respond to the emotions of others.
- Avoid impulse, empathy, effectiveness, high performance + retention
- Define kickbacks and backdoor selling
Kickbacks?
Payments made to buyers based on amount of orders placed
backdoor selling?
Salesperson ignoring the purchasing agent’s policy and contact people directly involved in the purchase decision
- Define and know the difference between puffery and misrepresentation.
Puffery: Opinions, customers can’t rely on statements
Misrep: Statements about inherent capabilities of products or services that can be treated as statements of facts (9 out of 10 times…)
- What role do the following play in the sales process – initiator, influencers, gatekeepers, users, and deciders?
Initiator: starts the process, can come from each of the other sources
Influencers: Directly/indirectly provide influence during the process
Gatekeepers: Control the flow of info and may limit alternatives considered
Users: Often not make the decision, some influence
Deciders: Makes final choice
What is the communication process that we discussed in class? What is encoding and decoding?
Encoding (thoughts to words), message,
decoding (interpreting),
feedback (verbal/non)
- What is the 80/20 rule regarding listening?
-Listen 80 percent talk 20 percent.
- When it comes to appearance, what are three of the five principles that we discussed in class?
- Consider geography
- consider customers and their expectations
- Consider corp culture and norms
- What are the four categories of social styles we discussed in class? What are key characteristics of each? How would you sell to each social style?
Drivers: CEO - quick decisions, assertive, risk
Driver: Direct and business like. Quick action
Expressive: Act quickly, risk, decisions based on everyone, impatient, changes minds, sales people
Expressive: How it will achieve recognition, testimonials, innovator
Amiable: Relationships, slow decision, no risk, consensus
Amiable: Satisfaction, build good relationship, follow up!
Analytical: slow decisions, no relationships lol, want to make right decision
Analytical: Solid evidence, long term beenfits and expertise
- What are two things that someone who is highly assertive can adjust to reduce their assertiveness in a sales encounter?
Ask for customer’s opinion and listen without interruption
What are two things that someone who is highly responsive can adjust to reduce their responsiveness in a sales encounter?
Talk less and restrain enthusiasm
