The Power of Building Relationships: Putting Adaptive Selling to Work Flashcards
Analyticals _____.
have achievement awards proudly displayed on their office walls
Any time the customer comes in contact with a brand, it is known as _____
the moment of truth
_____ is sometimes referred to as the “hidden job market” because many jobs are filled before they are ever posted.
networking
Drivers have characteristics similar to the Analyticals in that they _____.
like to have all the facts to make their decision
If a customer made five purchases for $85 each over the course of the time she shopped with the retailer (say five years), at a gross profit of 40 percent, the lifetime value of the customer would be _____.
$85 x 40% x5 = $170.00
If a customer shopped at a retailer and spent $125 on one purchase that had a gross profit of 50 percent, the lifetime value of that customer would be _____.
125 x 50% x 1= $62.50
In the ultimate relationship, all parties have something to give and something to gain. This is known as _____.
Triple Win
_____ is defined as working personally with your customer to understand her needs, put his/her needs first, and provide consultation to help him/her make the best decision for himself/herself or his/her business.
Relationship Selling
Selling relationships start as _____.
personal relationship
On the social style matrix, _____ are in the low responsiveness and low assertiveness quadrant.
Analyticals
The social style matrix _____.
is an established method of identifying patterns of communication and behavior
Tonya Murphy, Sales Executive at Pandora and the feature in the Video Ride-Along in Chapter 3, suggests which of the following about building relationships in sales?
Be transparent
CRM is
*CRM is a customer database.
*CRM includes all purchases a customer made including date, products purchased, salesperson who sold the products, name, and contact information of the customer.
*CRM includes the purpose of each sales call made by a salesperson.
*CRM can include date, time, and reason for calls the customer made to the company call center, all posts and reviews made to the company Web site, and date, time, and purpose of each sales call made by a salesperson.
Networking is
*Networking, like selling, is personal.
*You will be delivering your brand message to everyone with whom you are networking.
*When you are networking, you want to focus on being specific about what you are looking for.
*You should approach networking for the long term
*Networking can be done in person as well as online.
*Networking is best done both in person and online to be truly effective.
*It is best to use one of the basic practices for building relationships when networking: keep in touch.
*Online professional social networking can be a powerful tool to build your contacts.
*Networking is a requirement to stay competitive because it is virtually impossible to do your job alone.
triple win is
*Your customer wins because he gets your advice and expertise to help him find a product or service that meets his needs.
*You win because you have enhanced your relationship and made a sale.
*Your company wins because the relationship, the sale, and the repeat sales help it achieve its goals.
*The triple win results in more business with your existing customers because you have become a partner in solving their problems.
People do business with companies, not
with people.
In today’s competitive world, it is how
you think about the customer that matters.
consultative selling is
It is more than simply building rapport.
It goes beyond the product or service you are selling.
It goes beyond the selling process.
It is about your personal involvement and sincere focus on problem solving that goes beyond selling to true partnership with the customer.
