Session 1 Flashcards
Understanding the sales and buying landscape
What are 6 types of sales positions (Elhajjar et al)
The consultative seller, new business seller, missionary seller, delivery seller, sales support position, key account seller
Describe the consultative seller (Elhajjar et al)
Concentrates mostly on relationship selling, promotion and service assistance
The missionary seller (Elhajjar et al)
is involved in training, travel, and product delivery, but not prospecting
Describe the new business seller (Elhajjar et al)
makes greater use of technology, and devotes more time for entertainment, prospecting, and training
The delivery seller (Elhajjar et al)
is largely responsible for delivering and stocking merchandise, with some prospecting
The sales support position (Elhajjar et al)
is concerned with administrative duties, training, and recruiting
The key account seller (Elhajjar et al)
is responsible for product support, travel, and office assistance
What is personal selling? (Ingram)
Involves interpersonal communications between buyers and sellers to initiate, develop, and enhance customer relationships
In what ways does B2B selling differ from B2C? (Ingram)
involve complex technical products, large dollar amounts, professional buyers, and multiple parties who influence purchase decisions
What (4) expectations (areas) to the salesperson role (Ingram)
Financial contributor, Change agent, communication agent, customer value agent
Describe expectations to the rep as a financial contributor (Ingram)
Revenue production. Profit goals: dollar goals or quotas, job performance and compensation are typically closely tied, held accountable for improving overall profitability through productivity
Describe the expectations to the rep as a change agent (Ingram)
Stimulate sales cycles and help customers reach buying decisions. Educate potential customers. Diffuse innovations.
Describe the expectations to the rep as a communication agents (Ingram)
Two-way communication w customer. Customer insights. eyes and ears of the company: competition, preferences, ideas. Market information
Describe the expectations to the rep as a customer value agent (Ingram)
help to create, communicate, deliver and continually increase customer value
What is transaction selling? and what kind of sales approaches?(Ingram; slides)
Salespeople focus on maximizing the outcomes of individual transactions rather than on longer-term relationships with customers. One-way pitches. Sales approach: stimulus response selling and mental states selling
What is Trust-based relationship selling? (Ingram)
seeks to initiate, develop, and enhance long-term customer relationships by earning customer trust, focusing on customer needs, and having the salesperson play a key role in building the value received by the customer. Two-way. Listening and questioning.
Describe the ADAPT questioning technique (Ingram)
Assess the buyer’s situation
Discover the buyer’s needs
Activate the buying process
Project the impact of solving a problem or realizing an opportunity
Transition to the sales presentation or the next step in the buying process
What is the purpose of the ADAPT technique?
purpose of ADAPT is to develop an efficient, relevant line of questioning that will help both the salesperson and the buyer find common ground for sales dialogue and sales presentations
What 6 kinds of trust based relationship selling exist? (slides)
Need satisfaction seling, problem solving selling, consultative selling, enterprise selling, challenger selling, social selling
What defines consultative selling? (slides)
Collaboration between buyer and seller – win win. The selling firm creates value and deliver it to the buying firm
What defines enterprise selling? (slides)
cocreation between buying and selling firms. Often in complex environments with many actors involved
What is professional selling? (slides)
an interaction between actors aimed at creating and maintaining thin crossing points, through the ongoing alignment of institutional arrangements and the optimization of relationships
What 3 sales positions are there according to slides
Order-takers (existing business), order-creators (missionary, detalier), order-getters (new business)
What fosters trust in relationship selling?
expertise, dependability, honesty, customer orientation, compatibility
According to the challenger model, what 5 roles do sellers fall into when interacting with the customer. And what do they stand for?
- Hard worker: goes the extra mile, feedback and development
- challenger: debate, pushes, familiar with the customers business
- relationship builder: helpful, builds advocates
- lone wolf: independent, self-assured, follow own instincts
- problem solver: solves problem, detailed
explain the concept of constructive tension
the challenger builds constructive tension to give a sense of urgency and build momentum. Challenging, partnership,
what are the 8 steps in the buying process
1) problem recognition
2) need description
3) product specification
4) supplier search
5) acquisition and analysis proposals
6) supplier selection
7) selection of order routine
8) performance review
what are the 3 buying situations
new task, straight rebuy, modified rebuy
what 4 forces might influence buying behavior
environmental, organizational, group or individuals forces
what are the 6 buying center roles?
initiator, influencer, gatekeeper, decision maker, buyer, user
