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test 1 Flashcards

1
Q

3 different types of selling

A

Low-order taker (reactive) similar to a fast food rest employee who responds, reacts, and suggests

Medium- direct selling (proactive)

High- Personal selling (relationship) seeks out people with need, assist them and define the need so that yo can demonstrate how a prod can fulfill that need, and persuade them to buy

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2
Q

order getter

A

They are creative persistent and build strong relationships

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3
Q

def of personal selling

A

process of seeking out people who have a particular need, assiting them to recognize and define that need and demonstrate to them how a prod/serv can fulfill that need and so we can persuade them to buy

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4
Q

benefits of Per selling

A 
very repected
money
control time 
entrepreneurial
always learning
recession proof
build loyal network of friends
not boring
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5
Q

sales people are….

A

solution providers and provide info to help solve their clients problems

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6
Q

value of salespeople impacts who?

A

Everyone wins, the salesmen, the company, and the client

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7
Q

who sells?

A

human relation skills are basic selling skills. They are also learned from birth and practiced. Both introverts and extroverts are successful in selling

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8
Q

can a salesperson be born

A

NO, salespeople are made. Through conentrated attention, practice, and goal oriented behavior, you can become a sales person

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9
Q

why is sales training important?

A

it is important because the salesperson needs to understand what they are selling

seen as a comp adv (investment!)

builds confidence for the sales force allowing them to make superior presentations

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10
Q

personal attributes and abilities required and demanded

A

attributes required-integrity/structure/relationships/and abilities

abilities demanded- creative/intelligent/hard worker with dedication

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11
Q

Gitomers pos attitude steps

A 
1- surround yourself with pos people
2-read and listen to pos books and music
3- say everything in a pos way
4-believe you can achieve
5-dont listen to naysayers
6-practice
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12
Q

6 qualities of high sales perf

A 
1-sell to people
2- exch info
3-est trust
4- provide value added to cutomer
5-percived as genuine advocates of your prospects needs
6- know when to close
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13
Q

char of successful sales people

A 
enthusiasm and empathy
goal oriented
ask questions
resourceful
inititive
perseverance
authentic
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14
Q

maslows hierarchy of needs

A 
peak exp
self actualization
psychological
safety
basic needs

to be effective you need to be higher up

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15
Q

disadv to sales career

A

var income
long hours
lots of travel
rejection

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16
Q

gitomers approach to rejection

A

he says it is mental but all based on past exp. substitue neg senses for pos ones
neg are fear/nervous/rejection/self doubt/doom/unlucky

pos- confidence/anticipation/determination/success/sunny day

always remember your past success and and focus on them, view rejection as a learning tool

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17
Q

4 types of sales jobs

A

trade-inc business from present customers. this is an ongoing relationship and you help sell them more products(pop displays)

missionary-edu those who decide which products a customer will use (drug reps to doctors)

technical-detailed specialists to explain the benefits of a product, consultants

new business-find new customers and persuade them to buy for first time

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18
Q

5 types of salespeople

A

1- sales engineer- consultant
2-detail salesperson- facts, presentation
3-service salesperson-sell intangibles
4-acct rep-bring in the accounts
5-industrial prod- nontech like staples.com

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19
Q

sales similarities between jobs

A

always need to understand their problem, need approaite knowledge and need self discipline to execute a sales plan with the ability to translate prod features into benefits

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20
Q

how much time does salespeople spend in front of their clients

A

15%

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21
Q

what is the ult goal of relationship selling?

A

customer satisfaction
want to ensure your client recieves the proper service during ad after the sale this is called relationship mgt

built upon trust, mutual reward, and benefits

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22
Q

what % of companies have embraced relationship selling?

A

only 20%

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23
Q

you are a blank they are a blank

A

you are a consultant they are your clients

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24
Q

relationship builders and breakers

A

builders-treat them like life long partners
provide solutions
deliver more service than promised
sched regular maint calls

breakers- waiting for problem to develop
focus only on the sale
exaggerated claims

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25
face to face steps of the relationship model
approach identify needs make presentation handling objections and gaining commitment
26
relationship v trad and what three things are important
40-30-20-10 relationshp 10-20-30-40 trad time, empathy and stds
27
phase 1 of sales cylcle and what do they need
identify qualified prospects they need to have a need, money, nd authority then plan pre approach activities such as telephone calls
28
Phase 2 of sales cycle
Approach the prospect discover their needs by listening make the presentation handle objections and gain commitment
29
phase 3 of the sales cycle
relationship begins when they say yes, want to keep them happy and satisfied as for it is an asset. try to reduce buyers remorse or cog dissonance
30
who is w edwards deming
founder of TQM and relationship selling. He helped install TQM into Japan after WW2 making them the #2 econ in the world
31
TQM in a nutshell- 3 things
1-Develop a system to measure quality 2- Process for cont improvemnt 3-Deelopment of the staff he said we need to listen and learn from our customer and employes to improve partnerships, provide efficient teamwork so it is done correctly the first time, and we need to get the whole company involved.
32
what is demings 85/15 rule
when things go wrong 85 percent of the time it is the fault of the process or system and only 15 percent of the time at fault of the employes/salesperson
33
deming also said what about service quality
the process influences the perception of service received which leads to overall customer satisfaction
34
differences in TQM and trad mgt
traditional selling is based on the product, indiv perf, short term with top down decisions TQM is focused on service, nd the customer with the intention of building relationships and team perf. Always trying to improve and customer focused
35
carl sewell believes how much money he will generate from his customers
he belives each customer brings him in 332000 and they will refer 4 or 5 customers over their lifetime to total 1.5 million
36
growth of team selling
it has taken advantage of diverse set of skills and personalities needed to sell complex products. Usually you have at least 1 salesperson and 1 technical specialists
37
risks of team selling
need special planning, a team leader and everyone must agree on your objectives and neeeeeds to be well rehearsed
38
benefits of team selling
the customer gets involved with more than 1 person, they recieve a more accurate defition of their needs. this also gives the client an added sense of confidence because they are not dependent on a single individual opener and closer- its a symbiotic relationship
39
greek word ethos? and what are ethical stds
means character ethical stds are derived from society and its behavior.
40
hall of shame
benie ebbers- worldcomm ken lay- enron bernie madoff- john corzine- goldmann sachs
41
basis for ethical systems
deontological- uses specific rules teleoligical- defines right and wrong in terms of end results(utilitarian)
42
what is ethical ambivalance
is results from learning that everything is relative
43
3 guidelines for ethical behavior
1- universal nature-golden rule 2-truth- helps cooperation 3-taking resp for own actions
44
6 influences on a salespersons ethics
1- company code of ethics- provides employees with a base of what is acceptable. this covers gift giving 2- role model- needs to walk the walk for managers 3-examples- set by company 4- bottom line- survival is higher priority than profit 5- group think- conform to groups thinking 6- gamesmanship- win for the sake of winning
45
who do you hold a personal code of conduct to?
self.company,competitors, and customer
46
what is the golden rule of thumb
sales people should follow the laws of their home country and company as well as adhere to the rules of the country that they are working in
47
what things does a company do that encourages improper ethical behavior
some incentives encourage fudging is their control mechanisms for things like customer dissatisfaction are sales goals possible
48
how much have sexual harassment cases inc in the past decade?
up 230%, this is 13000 complaints a year
49
10 legal issues facing salesperson
``` the quality is below std violation of delivery date pricing incorrect instructions delieing different product slandering competitors ```
50
violations fall within two categories
deceptive actions- things like false claims or disparaging remarks(fasten seatbelts for safety, if they knew snakes were on a plane) Monopolistic actions- price fixing or acquiring all competitors
51
cooling off law
have 3 days to re think your purchase when there is no salesperson around you. and you can essentially walk away with no charges against you
52
CB def
the set of actions that make up an indiv consideration, urchase, and use of products and services. It also includes the consumption of these prod/serv
53
purchase decision problem process
first their is a problem, then move to the search for information. you an look either internally or externally. Then you begin to evaluate alt,(FIND CHOICE CRITERIA) and then you make the best decesion and uy. After the purchase we have the post purchase stage where we see if you are satisfied.
54
some limitations when searching for alts and some factors relating to the purchase
time and cost, exp, urgency, value and risk involved tangible features of the product, financial considerations, as well as the intangible features such as reputation and past performance
55
what is cog dissonance
it is post purchase anxiety or buyers remorse- the level of anxiety depends on the importance of the decision and the attractiveness of rejected alternatives. Can reduce this by reinforcing the buyers belief that the right decision was made and by demo the capabilities of the product
56
3 types of influences on the purchase decision process
1- behavioral influence 2- psychological- perception/mood of the moment/attitude. Attitudes are habitual patterns of response to previous exp and a negative attitude mustbe overcome before a sale is made 3- socio cultural-culture is an influence that is completely learned and handed down
57
what is self image
this is an individuals unique and personal self appraisal at any given moment in time. this can impact the problem recognition stage. Also many of our permanent beliefs about our self image are developed in our childhood
58
doing business in china
business meeting- show up on time, 2 hands with bus card, never write on it guanxi- make sure both are giving gifts, and a personal touch is nice wine/dine- several meals, be patient, and remember details such as schools and names, dont drink too much. Karaoke is serious and praise them
59
org buying
the decion maker is usually a buying center rather than a single person. the criteria is more complicated and the goalis to build a strategic business alliances. typically their are fewer of these but they buy in large dollar volume and there is less freedom when making your decesion
60
buying center consists of
``` user- who will use the prod buyer- influence- gatekeeper- quality service reps Decision makers- boss who signs the bill ```
61
org buying motives
org buyers most of their purchase decesions re based on rational decisions rather than emotional. Usually make decisions after extensive research and analysis concerning the product
62
comm agenda
source- sender of the message encode- use symbols to message itself- evaluating the prospects decoding of the message- do they understand it
63
comm barriers
choice of words, distractions, time, info overload
64
verbal skills
clarity, volume, silence, rhythm, and rate of speech
65
managing comm dimensions
high control of words but only influences 7% | medium control over tone which has 38% infuence and visual is low impact but 55% influence
66
proximics
itimate zone should be entered by invitationor handshake. the 4-12 feet distance is a good begin interview. it is also influenced by sex, age, or status
67
who is credited to finding the varying personality styles
carl jung, laid foundation for myers brigg test and said that personalities include 4 functions intuition thinking feeling sensing
68
social styles model
primary style- fav one back up- used sometimes, usually under stress we respond to a style that is similar to our own, and it only reflects surface behavioral, not an in depth personality analysis
69
why s versatility so important as a comm tool what is psychological reciprocity
because if we stay in our own style there will be conflict. we need to adapt and be willing to try their style out. Psychological reciprocity- most desired and is when we adjust and move towards the prospects style, then they feel compelled to more towards our style
70
4 types of social styles
driver- takes it now and reacts(results) expressive- intuitive, imaginative, and abstract(recog) amiable- touchy feely and emotional(relationships) analytical- organizes info logically(accuracy)
71
driver and how to deal with one
high assertiveness and low responsiveness (control). very decisive and prefers freedom to manage self and others. very comp, and works quickly. deal with one- little time about personal lifes,move fast and stay focused on results, ask questions so they can get involved
72
expressive and how to deal with one
high on both assertiveness and responsiveness (social). they like to b spontaneous and like to get involved. they typically exaggerate and dream a lot and prefer to work in groups. show them that you care and ask them open ended questions, allow for innivative ideas and use testimonials
73
amiables and how to deal with one
low on assertiveness and high on responsiveness (support) they are slow in making decisions but like close relationships. they do not like conflict and support others. very good listener and has weak goal drive plan a very personal approach and use many visuals in your presentations. use empathy to relate to them and offer them guarantees.
74
analytic and how to deal with one
low on both assertiveness and responsiveness (tech). they are very cautious and evaluate every decision. they ask specific questions and is very task oriented. works slow but precise do your hw and know what you are talking about. be very logical in your approach and use visual aids in your presentation that are in a very organized manner. point out pros and cons and never say in my opinion
75
ways for women and men to better relate
for men- use report talk, do not interrupt feel the sale and watch your language women- speak clearly , give them data and practice humor. avoid girl tlak and girl terms
76
NLP neurolinguistic programming
is the science of how the brain works through the use of three modes of perception- auditory, visual, and kinesthetic
77
nlp modes for visual
looking up and to the left- visualize from the past looking up to the right- visually constructing an image to see what it looks like
78
nlp for kinesthetic
look down and to the right- remember past feelings
79
nlp for auditory
looking sideways to left- hearing sounds or voices from past looking sideways to right- constructing a future conversation looking down to left- holding an internal dialogue with oneself
80
gitomer vs osinski on best ways to prepare for sales call
gitomer says google you your company visting and person visting as well as their website. then formulate some questions to ask them osinski says who what when where why and how
81
what 4 things do you need to have a successful sales career
knowledge, tech, positioning, and motivation
82
8 steps of product knowldege
1 product itself- uses, adaptability 2-performance- life expectancy, maint 3- manu- how it is made 4-service avail-policy and personnel 5-dist channels-media support and pricing 6-com info- history,phil, customers 7-product knowledge application-know when to use it 8-know comp- know their strengths and weaknesses and their policy and rep
83
5 benefits of extensive prod knowledge
gives you more confidence in yourself and the company, can better diagnose their problems and provide better service. and you can create a comp adv
84
5 points for a marketing position
1- find what qualities are most important to your customers, and custom design a niche 2- put tog a strategy that is built around those benefits that are important 3-remember the way you service your customers 4-recognize that focusing only on a few attributes set you apart 5- keep an eye on competitors and maintain a differential comp adv
85
motivation def
the impetus to begin a task, the incentive to expand effort and the willingness to sustain the effort until the job is done
86
who is motivation a priority for in the business world
priority for salesperson and the prospect
87
3 types of motivation
fear- external, temp, and negative incentive-- external, temp, and positive attitudinal- internal, permanent and positive
88
success def
it is progressive throughout life and diff for diff people. it is the realization of worthwhile. Need to keep your life balanced

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