Test 2 Flashcards
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)
Physical space (where these apply)
Intimate: up to 2 feet
Personal: 2-4 feet
Social: 4-12 feet
Public: 12 and up
How much of communication is nonverbal?
55%
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)
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
Barriers to communication
- Selling pressure
- Info. overload
- Disorganized
- Poor listening
- Not adapting
- Distractions
- Perceptions different
- No need
Steps you use to execute an appointment call
- Introduce yourself and compny
- Reason for calling
- Time statement
- End with commitment
- Conclude with thank you
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”
Why do we write a script?
-To stay organized, condenses information, improves confidence, best practices can be shared, and can be modified
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
Phone call delivery
- Be conversational
- Voice (interesting, good volume)
- Fillers (watch them)
- Professional delivery
- Time conscious
- Be confident
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
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
Key tips from Thinking on your feet: Bonus module
- Contingency planning: if/then statements
- Research
Understand the phases of negotiation
- Planning: competitive analysis/knowledge
- Meeting: use to trust to overcome stranger
- Studying: know customer’s criteria
- Proposing: stress benefits
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
