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CMS 337 > Test 2 > Flashcards

Test 2 Flashcards

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Introductory Sommelier Exam (CMS) flashcards
1
Q

Nonverbals matter

A
  • 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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2
Q

Physical space (where these apply)

A

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

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3
Q

How much of communication is nonverbal?

A

55%

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4
Q

Types of listening

A
  • 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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5
Q

Elements of persuasion

A
  • 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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6
Q

Barriers to communication

A
  • Selling pressure
  • Info. overload
  • Disorganized
  • Poor listening
  • Not adapting
  • Distractions
  • Perceptions different
  • No need
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7
Q

Steps you use to execute an appointment call

A
  • Introduce yourself and compny
  • Reason for calling
  • Time statement
  • End with commitment
  • Conclude with thank you
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8
Q

Types of call reluctance

A
  • 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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9
Q

Why do we write a script?

A

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

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10
Q

Planning the flow of the call

A
  • 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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11
Q

Phone call delivery

A
  • Be conversational
  • Voice (interesting, good volume)
  • Fillers (watch them)
  • Professional delivery
  • Time conscious
  • Be confident
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12
Q

Problem-solution sales

A
  • 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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13
Q

Memorized presentation

A
  • 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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14
Q

Key tips from Thinking on your feet: Bonus module

A
  • Contingency planning: if/then statements

- Research

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15
Q

Understand the phases of negotiation

A
  • Planning: competitive analysis/knowledge
  • Meeting: use to trust to overcome stranger
  • Studying: know customer’s criteria
  • Proposing: stress benefits
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16
Q

What to do when presenting to a group

A
  • Introductions are important
  • Brief credibility matters
  • Understanding all of their needs
  • Proposal size will vary
  • Prices are tricky
  • Summarize benefits
17
Q

How to overcome call reluctance

A
  • 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?)
18
Q

How to write a script? All aspects of a script

A
  • 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
19
Q

Types of conflict management styles

A
  • Accommodating (please others)
  • Compromising
  • Competing (focused on your own ideas)
  • Avoiding
  • Collaborating (wants the whole team to come together)
20
Q

Extemporaneous delivery

A
  • 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
21
Q

Artificial Intelligence and how it is used in sales

A
  • 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.
22
Q

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

A
  • 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
23
Q

Benefits of effectively working in teams

A
  • Facilitates idea generation and creativity
  • Improves productivity and brings better results
  • Boosts employee morale and motivation
  • Encourages taking healthy risks
  • We learn faster
24
Q

Understand why planning a sales call is important

A

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

25
Q

Mental buying process

A
  • 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
26
Q

Steps to call planning

A
  • Determine sales call objective (SMART)
  • Develop customer profile
  • Develop customer benefits
  • Develop sales presentation
27
Q

Know how CRM systems work with relationship selling

A
  • Better Data Organization
  • Enhanced Communication
  • Easy to share information
  • Catch all Leads (easily assign to salesperson)
  • Know your number (keep track of weekly reports)
28
Q

Explain what SPIN is

A

State SPIN questions in the needs assessment

29
Q

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

A
  • 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
30
Q

Chapter 9 golden rule

A

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

31
Q

SMART

A 
Specific
Measurable
Achievable
Realistic
Timed

CMS 337 (3 decks)

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