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selling > test 1 > Flashcards

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
Q

face to face steps of the relationship model

A

approach
identify needs
make presentation
handling objections and gaining commitment

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26
Q

relationship v trad

and what three things are important

A

40-30-20-10 relationshp
10-20-30-40 trad

time, empathy and stds

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27
Q

phase 1 of sales cylcle

and what do they need

A

identify qualified prospects
they need to have a need, money, nd authority

then plan pre approach activities such as telephone calls

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28
Q

Phase 2 of sales cycle

A

Approach the prospect
discover their needs by listening

make the presentation

handle objections and gain commitment

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29
Q

phase 3 of the sales cycle

A

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

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30
Q

who is w edwards deming

A

founder of TQM and relationship selling. He helped install TQM into Japan after WW2 making them the #2 econ in the world

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31
Q

TQM in a nutshell- 3 things

A

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.

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32
Q

what is demings 85/15 rule

A

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

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33
Q

deming also said what about service quality

A

the process influences the perception of service received which leads to overall customer satisfaction

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34
Q

differences in TQM and trad mgt

A

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

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35
Q

carl sewell believes how much money he will generate from his customers

A

he belives each customer brings him in 332000 and they will refer 4 or 5 customers over their lifetime to total 1.5 million

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36
Q

growth of team selling

A

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
Q

risks of team selling

A

need special planning, a team leader and everyone must agree on your objectives and neeeeeds to be well rehearsed

38
Q

benefits of team selling

A

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
Q

greek word ethos?

and what are ethical stds

A

means character

ethical stds are derived from society and its behavior.

40
Q

hall of shame

A

benie ebbers- worldcomm
ken lay- enron
bernie madoff-
john corzine- goldmann sachs

41
Q

basis for ethical systems

A

deontological- uses specific rules

teleoligical- defines right and wrong in terms of end results(utilitarian)

42
Q

what is ethical ambivalance

A

is results from learning that everything is relative

43
Q

3 guidelines for ethical behavior

A

1- universal nature-golden rule
2-truth- helps cooperation
3-taking resp for own actions

44
Q

6 influences on a salespersons ethics

A

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
Q

who do you hold a personal code of conduct to?

A

self.company,competitors, and customer

46
Q

what is the golden rule of thumb

A

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
Q

what things does a company do that encourages improper ethical behavior

A

some incentives encourage fudging

is their control mechanisms for things like customer dissatisfaction

are sales goals possible

48
Q

how much have sexual harassment cases inc in the past decade?

A

up 230%, this is 13000 complaints a year

49
Q

10 legal issues facing salesperson

A 
the quality is below std
violation of delivery date
pricing
incorrect instructions
delieing different product
slandering competitors
50
Q

violations fall within two categories

A

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
Q

cooling off law

A

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
Q

CB def

A

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
Q

purchase decision problem process

A

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
Q

some limitations when searching for alts

and some factors relating to the purchase

A

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
Q

what is cog dissonance

A

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
Q

3 types of influences on the purchase decision process

A

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
Q

what is self image

A

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
Q

doing business in china

A

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
Q

org buying

A

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
Q

buying center consists of

A 
user- who will use the prod
buyer- 
influence- 
gatekeeper- quality service reps
Decision makers- boss who signs the bill
61
Q

org buying motives

A

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
Q

comm agenda

A

source- sender of the message
encode- use symbols to
message itself-
evaluating the prospects decoding of the message- do they understand it

63
Q

comm barriers

A

choice of words, distractions, time, info overload

64
Q

verbal skills

A

clarity, volume, silence, rhythm, and rate of speech

65
Q

managing comm dimensions

A

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
Q

proximics

A

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
Q

who is credited to finding the varying personality styles

A

carl jung, laid foundation for myers brigg test and said that personalities include 4 functions

intuition
thinking
feeling
sensing

68
Q

social styles model

A

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
Q

why s versatility so important as a comm tool

what is psychological reciprocity

A

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
Q

4 types of social styles

A

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
Q

driver and how to deal with one

A

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
Q

expressive and how to deal with one

A

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
Q

amiables and how to deal with one

A

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
Q

analytic and how to deal with one

A

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
Q

ways for women and men to better relate

A

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
Q

NLP neurolinguistic programming

A

is the science of how the brain works through the use of three modes of perception- auditory, visual, and kinesthetic

77
Q

nlp modes for visual

A

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
Q

nlp for kinesthetic

A

look down and to the right- remember past feelings

79
Q

nlp for auditory

A

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
Q

gitomer vs osinski on best ways to prepare for sales call

A

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
Q

what 4 things do you need to have a successful sales career

A

knowledge, tech, positioning, and motivation

82
Q

8 steps of product knowldege

A

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
Q

5 benefits of extensive prod knowledge

A

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
Q

5 points for a marketing position

A

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
Q

motivation def

A

the impetus to begin a task, the incentive to expand effort and the willingness to sustain the effort until the job is done

86
Q

who is motivation a priority for in the business world

A

priority for salesperson and the prospect

87
Q

3 types of motivation

A

fear- external, temp, and negative

incentive– external, temp, and positive

attitudinal- internal, permanent and positive

88
Q

success def

A

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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