- It's okay to speed - Punch your words - Avoid high pitch, low volume, jargon - Physical space - Convey confidence (eye contact, use gestures, lean forward slightly, watch seats)

- Active listening (most effective level of listening. The listener refrains from evaluating the message and tries to see the speaker's point of view) - Marginal listening (involves the least concentration and listeners are distracted by their thoughts) - Evaluative listening (involves more concentration. The listener actively tries to hear the speaker but not understand)

- Be conversational - Voice (interesting, good volume) - Fillers (watch them) - Professional delivery - Time conscious - Be confident

Test 2 Flashcards by berkley brooks

Nonverbals matter

It’s okay to speed
Punch your words
Avoid high pitch, low volume, jargon
Physical space
Convey confidence (eye contact, use gestures, lean forward slightly, watch seats)

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Physical space (where these apply)

Intimate: up to 2 feet
Personal: 2-4 feet
Social: 4-12 feet
Public: 12 and up

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How much of communication is nonverbal?

55%

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Types of listening

Active listening (most effective level of listening. The listener refrains from evaluating the message and tries to see the speaker’s point of view)
Marginal listening (involves the least concentration and listeners are distracted by their thoughts)
Evaluative listening (involves more concentration. The listener actively tries to hear the speaker but not understand)

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Elements of persuasion

Probing: questions & listening
Empathize: trust
KISS
Listen
Use proof statements
Attitude is key
Use language that makes the client the rhetorical center of attention

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Barriers to communication

Selling pressure
Info. overload
Disorganized
Poor listening
Not adapting
Distractions
Perceptions different
No need

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Steps you use to execute an appointment call

Introduce yourself and compny
Reason for calling
Time statement
End with commitment
Conclude with thank you

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Types of call reluctance

Yielder: “I don’t want to bother people”
Over preparer: “I need to practice 7 more times, then I’ll be ready”
Role rejector: “I won’t admit it, be I am ashamed to be in sales as a career”

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Why do we write a script?

-To stay organized, condenses information, improves confidence, best practices can be shared, and can be modified

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Planning the flow of the call

You want interaction
You must plan for the yes and the no response to every question
Be persistent, not obnoxious
Consider being apologetic and assuming that your information is wrong
Do not get caught off guard

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Phone call delivery

Be conversational
Voice (interesting, good volume)
Fillers (watch them)
Professional delivery
Time conscious
Be confident

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Problem-solution sales

Salesperson is a consultant and used for big group selling
Advantages: highly customized solution and highly flexible for salesperson
Disadvantages: takes a long time to get sales, must get prospect to devote time to process, and flexibility means consistency suffers

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Memorized presentation

You know what the person is going to say, used more for transactional, salesperson does 80-90% of talking, and usually tele or door sales
Advantages: good when selling time is short, immediate structure and consistency, and helps less experienced
Disadvantages: impersonal (don’t understand needs), little prospect participation

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Key tips from Thinking on your feet: Bonus module

Contingency planning: if/then statements

- Research

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Understand the phases of negotiation

Planning: competitive analysis/knowledge
Meeting: use to trust to overcome stranger
Studying: know customer’s criteria
Proposing: stress benefits

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What to do when presenting to a group

Introductions are important
Brief credibility matters
Understanding all of their needs
Proposal size will vary
Prices are tricky
Summarize benefits

How to overcome call reluctance

Admit it and figure out the reason
Keep making calls
Re-craft your message/script (organized, clear, brief)
Develop more confidence (what is your support system?)

How to write a script? All aspects of a script

Identify self and organization
Mention referee (or not)
State purpose of call
Mention a benefit (or not)
Ask if they have 2 minutes
Briefly mention product/service with a focus on benefits
Ask for appointment

Types of conflict management styles

Accommodating (please others)
Compromising
Competing (focused on your own ideas)
Avoiding
Collaborating (wants the whole team to come together)

Extemporaneous delivery

Yes/no and expected interaction helps
Use your words
Don’t get caught off guard
Remember they’re busy people but if they’re qualified they can probably use your good/service
Know every contingency, don’t read

Artificial Intelligence and how it is used in sales

AI describes many different types of smart technologies
They give insights that can then be used to make predictions, recommendations, and decisions.
Systems that use machine learning can be trained to learn more about what works and what doesn’t each time.

Know what a customer profile is and what is included in one

Guide for determining the appropriate strategy to use in contacting a customer
Salesperson reviews as much info as possible regarding the firm, the buyer, and the individuals who influence the buying decision to properly develop a customized presentation

Benefits of effectively working in teams

Facilitates idea generation and creativity
Improves productivity and brings better results
Boosts employee morale and motivation
Encourages taking healthy risks
We learn faster

Understand why planning a sales call is important

Makes you confident, goodwill is created, atmosphere is professional, and without it the customer controls you and success depends on luck

Mental buying process

- Quickly obtain the prospects full attention - Develop interest in your product - Create a desire to fulfill a need - Establish the prospect's conviction that the product fills a need - Promote an action by having the prospect purchase the product

Steps to call planning

- Determine sales call objective (SMART) - Develop customer profile - Develop customer benefits - Develop sales presentation

Know how CRM systems work with relationship selling

- Better Data Organization - Enhanced Communication - Easy to share information - Catch all Leads (easily assign to salesperson) - Know your number (keep track of weekly reports)

Explain what SPIN is

State SPIN questions in the needs assessment

Know the types of SPIN questions and be able to recognize examples of them

- Situation: questions about the buyer's present way of operating - Problem: questions about the problems that buyers have with their existing condition - Implication: questions about the effects or consequences of a buyer's problems - Need-payoff: questions about the value of a solution

Chapter 9 golden rule

SPIN questions can be used for good (ethically) or evil

SMART

``` Specific Measurable Achievable Realistic Timed ```