Test 4 Flashcards
Why are sales territories developed?
Coverage Responsibilities Evaluate performance Customer relations Reduce sales expenses Match to customer needs Benefit everyone
3 types of territories
Geography
Industry-specific
Once contacted my customer
Time allocation for territories
Number of accounts Number sales calls made Time per call Frequency per customer Travel time Non-selling time Return on time invested Sales response function
How to manage time with territories
Productive lunches Use waiting time Streamline reports & records Use phone Scheduling Routing
What types of ethical responsibilities do organizations have?
- Discretionary responsibility (Contribute to the community and quality of life)
- Ethical Responsibility (Be ethical. Do what is right)
- Legal Responsibility (Obey the Law)
- Economic Responsibility (Be Profitable)
What types of responsibilities do individuals have?
Preconventional – own interests
Conventional – legal laws (most common)
Principled – own code
What actions do salespeople take that create ethical issues?
Make exaggerated claims
Offer a customer an unauthorized ‘gift’ in return for their business
Conceal info from a customer
Put non-business-related expenses on expense account
Divulge confidential info about a customer to another to get a sale
What legal and ethical issues stem from situations between customers and salespeople?
- Bribes
- Misrepresentation (Staying legal: educate customers, be accurate, avoid exaggeration, know products/services and know laws)
Whistleblower concept
Speaking up about wrongdoing
Buying signals
Relaxes body/becomes friendly Asks questions Asks another person’s opinion Carefully examines product Asks about options
Different ways to close
Alternative Choice Assumptive Compliment Summary of benefits Standing-room only Probability Negotiation
What are the ways to get motivated after you are rejected by a customer?
Learn from every call Use positive words Set realistic goals Never personalize a rejection Spend more time with successful, optimistic people Create personal incentives Frame rejection as part of success Focus on the future
4 communication styles
Expressive, driver, amiable, analytical
Expressive
High assertive & high responsive
Social specialists
Typically show their emotions
Amiable
Low assertive & high responsive
Relationship specialists
Typically show their emotions & work to help others
Driver
High assertive & low responsive
Control specialists
Typically control their emotions and communicate very directly
Analytical
Low assertive & low responsive
Technical specialists
Typically control their emotions and tend to be quiet people
Why do you want to retain customers?
Leads to account penetration through word of mouth, reduced operating costs, price premium, more purchases, and base profits
4 types of customers
Vulnerable customer: satisfied with product but dissatisfied with relationship
Loyal customer: satisfied with product and satisfied with relationship
Hopeful customer: dissatisfied with product but satisfied with relationship
Saboteur customer: dissatisfied with product and dissatisfied with relationship
Service to delight customers
Go above what they expect Use service surprises Visit/contact often Say thank you Handle problems fast Help them sell
