Soft Personal Skills > Sales Fundamentals > Flashcards

Sales Fundamentals Flashcards

(44 cards)

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1
Q

What is the key to great sales relationships?

A

The key is to find the narrowest group of customers with whom you can develop a quick and effective partnership, by helping them solve their urgent problem, and you can expand from there

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2
Q

You have this thought: “Boy, I just wish I could tell what my customer was thinking” How can you coach yourself out of this limited pattern of thinking?

A

People buy from people they trust They trust people they like They like people they connect with You have to find a means of solving a problem

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3
Q

What does solution mean?

A

A means of solving a problem or dealing with a difficult situation

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4
Q

Name the 3 stages of sales

A

presale activities, customer engagement, post sales activities

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5
Q

You know it is all in your head.

Name some 3 common fears salespeople encounter daily.

A
  1. Fear of rejection
  2. Afraid of failure
  3. Concern about not hitting quote
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6
Q

What is the number 1 job of any sales professional?

A

Solve the customer’s problem

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7
Q

What are some techniques you can apply during customer interaction?

A
  1. Ask leading questions
  2. Find opportunities to present facts, features and benefits
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8
Q

What are 3 things to keep in mind during a sales transaction?

A
  1. Have a SERVANT mindset
  2. SHARE your experience
  3. SOLVE their problem
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9
Q

You are going through some self-doubt.
Name 3 questions to ask yourself during self-evaluation.

A
  1. Do you genuinely care about other people’s problems and find that you are typically empathetic?
  2. Do you often share ideas with others about great experiences you’ve had?
  3. When others share their problems with you, do you instinctively think of, and potentially offer, solutiongs to help?
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10
Q

You are trying to get into the mind of your buyer. You think “Boy, I just wish I could tell what my customer was thinking”

What are 3 science of sales to consider?

A
  1. People buy from people they trust
  2. They trust people they like
  3. They like people they connect with
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11
Q

Why do you we buy from people we trust, like and connect with?

A

Because our brain goes through 3 buying-brain stages:

  1. Safety
  2. Connection
  3. Trust
  4. Understanding
  5. Opportunity
  6. Credibility
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12
Q

Why would this customer trust this stranger?

“Hello. I’m Jenny, I am here to help you navigate this city and ensure you get to your hotel safely”

A

Your buying-brain behaviour goes through 3 stages

  1. Avoid danger
  2. Seek connection
  3. Determine trustworthiness
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13
Q

What would be a quick self-evaluation tip after or during a meeting with your client?

A

Can you quickly and genuinely create trust, by connecting with your customer through mutual benefits?

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14
Q

List 3 types of ‘ideal’ customer for you

A
  1. Who values your product or service
  2. Who can make a profit from
  3. Who’d be willing to refer you to other potential customers
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15
Q

How do you know if your customer is ready?

A
  1. ISSUE: Do they have a problem they need solving?
  2. AWARENESS: Do they know they have a problem?
  3. MOTIVATION: Do they have a sense of urgency to solve their problem?
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16
Q

How do you know if your customer is willing to participate?

A
  1. TIMING: Are they ready to solve the problem today?
  2. SEARCHING: Are they currently looking for solutions to solve their problems?
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17
Q

How do you know if your customer is able to participate?

A
  1. MONEY: Do they have the budget to solve the problem?
  2. AUTHORITY: Do they have permission/approval, or the decision-making authority, to solve the problem?
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18
Q

What are 4 things to include into customer persona?

Study These Flashcards
A
  1. Ideal industry
  2. Ideal title and experience
  3. Buying cycle
  4. Ideal location
19
Q

How do you build customer personas?

Study These Flashcards
A

Based on your best customers

20
Q

You have a meeting with a customer.

What are 2 points of reference to keep in mind in understanding your customer’s issues?

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A
  1. Research prior to meeting
  2. Issues uncovered during meeting
21
Q

COMPLETE SENTENCE:

Aim to understand the customer’s issues through ____ ___, not yours

22
Q

What type of question can you ask your client to understand the customers’ issues through their lens, not yours?

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A

“Jeff, in your experience, as a business owner, what type of activities do you personally spend in a given week that are focused on new-business acquisition?”

23
Q

What is CRM?

Study These Flashcards
A

Customer Relationship Management Software

Helps a business input, track, and organize sales activities from initial contact to customer acquisition.

24
Q

What are some standard goals to having for new customer acquisition per week?

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A

10 prospects / week

2 new customers / week

25
You are having some miscommunications at work. What 4 strategies can you implement into your next meeting?
1. Uncover the **ISSUE** 2. Identify the **IMPACT** 3. Determine **INVASIVENESS** 4. Uncover the **ICEBERG**
26
What does "uncover the iceberg" actually mean?
Determine knowledge, time, budget and money
27
Can you list 5 buying motivators of customers?
1. Price 2. Value 3. Quality 4. Self-Preservation 5. Social Pressue
28
What equals the purchase-change equation?
awareness + motivation + ability = change
29
You are trying to determine how open your customer will be to change. Name 3 questions to ask.
1. Does your customer have the awareness they need to change or that other options are available? 2. How motivated are they to make the change? 3. How easily can they implement the change?
30
How can you eliminate some anxiety in a new relationship?
Ensure there is trust in the relationship first and then speak to what the customer can expect from your partnership
31
List 5 solutions on how to remove anxiety, fear or doubt from your relationship dealing with change.
1. ***_Anxiety solution:_*** ensure there is a trust in relationship first and then speak to what the customer can expect from partnership 2. ***_Isolation solution_***: ensure they understand how other customers have been in their shoes and the results they have experienced by working with you 3. ***_Potential-Loss Solution:_*** Use positive language that highlights what the customer will 'gain' by making the change 4. ***_Solution-to-customer feeling overwhelmed:_*** Focus the customer on one incremental change at a time 5. ***_Reverting solution:_*** make sure you've spent enough time really diving into the customer's issues, and spend as much time as necessary 'quantifying' those issues
32
What is the difference between a product VS solution approach?
1. A product is an article or substance that is manufactured or refined for sale 2. A solution is a means of solving a problem or dealing with a difficult situation
33
What makes a great salesperson?
They know the details of the customer's problem
34
What are 4 ways to gather evidence of proof that your solution works?
1. Expert 2. Celebrity 3. User 4. Crowd
35
You have a customer complaint. What are 3 things the customer on the other side of the phone wants to know?
1. The solution will be delivered as promised 2. It can be implemented effectively 3. There is continuity of customer service
36
How would you know you have an effective sales process?
A series of actions or steps taken to achieve a particular end. Sales people feel that they can create their own process, they know best.
37
You are doing your research in preparation for a sales call. Name the elements to consider during an effective sales process?
1. **Planning:** prospect, product research, competitor research, call strategy 2. **Preparation:** write a call plan, presentation materials, build story, anticipate objects, practice 3. **Customer-Engagement Stage** 4. **In-Call Flow Process:** create connection, identify & prioritize issues, create credibility, solve problem, handle objections, gain commitment 5. **Postsales Activities:** Implement solution, offer customer service & support, gather customer feedback, review with manager/coach
38
Name 3 sales stages
1. Presale activities 2. Customer engagement 3. Postsales activies
39
You are gathering information about a prospect. What are some questions you have to answer?
1. ***_MAKE A LIST ABOUT PROSPECT:_*** Title, Industry, Current solutions provider, buying cycle, ways they engage with you 2. ***_TEST PRODUCT KNOWLEDGE:_*** What do you need to learn? Who can help you learn it? 3. ***_CREATE WRITTEN CALL STRATEGY_***: List objectives, make it measurable, consider postmeeting expectations, create presentation materials, list potential objectives 4. ***_PRACTICE YOUR CALL:_*** Ask coach/peer to join you
40
List 5 steps in building trust with your new customer
1. Create connection 2. Identify and prioritize customer issues 3. Create credibility, share company story 4. Solve the problem, use stories, analogies, visuals and emotion 5. Gain commitment, have them decide next step
41
What are 2 ways to help implement a new solution for your customer?
1. Simplify 2. Make it easy for customer
42
How can you create a process for customer service contact and resolution?
Show customers how their problems will be solved
43
How do you measure your own results?
* Create 10 question feedback questionnaire * Ratings and open-ended comments * Create self-evaluation sheet * Ask manager to go on sales call with you
44
What are some additonal resources open to publix about sales?
1. Local Chamber of Commerce 2. BrainTrust101.com 3. Salesforce.com blog 4. Hubspot.com 5. National Association of Sales Professionals (NASP) 6. The Science of Sales with Jeff Bloomfield
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