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90 Cards in this Set
- Front
- Back
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Wanted for Sales |
Skilled problem solvers who are well schooled individuals to make decisions |
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Essence of Sales |
1. relationship 2. Teaching and problem solver |
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Marketing |
how a company gets products to consumer by identifying and satisfying customer needs and wants while making a profit |
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Strategy of business |
Vision/mission Market analysis-Swot marketing objectives- financials segment and target market mix strategies: Five P's Action Plans Measure Results |
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Market mix strategies: five P's |
Product Price Promotion Place People |
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Action Plans |
Advertising Training Programs |
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Measure Results |
monthly quarterly yearly customer feedback goals achieved |
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Triangle of Sales |
=>Sales =>Marketing=> Customers=> |
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Order of Information Transfer |
Source ->Encoding -> Message&Channel-> Decoding -> Receiver |
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Benefit of Face to Face |
Immediate Feedback |
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Nonverbal has what percent of meaning |
93% |
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Intimate Space |
6-8 inches |
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Personal Space |
1.5-4 feet |
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Social Space |
4-12 feet |
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Public Space |
12-25 feet |
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Wardrobe should be |
Appropriate for situation Conservative Neat appearance Personally groomed |
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Maslow needs |
1. physiological 2. Safety and Security 3. social 4. Self-esteem 5. self-actualization |
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Psych factors to buy |
Motivation perception learning beliefs and Attitudes |
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Adoption process of Salesperson |
Awareness Interest Evaluation Trial Adoption |
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What is active listening |
Repeating your intrepetation |
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Steps to making the sale |
1. Ask for customer commitment 2. Ask for customer to initiate action 3. confirm sale/negotiate buyer resistance |
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Five types of buyers |
Resistance to: - need - product - source - price - time |
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Value proposition |
Find solution to problem |
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Solution Selling |
a process which enables the salesperson to uncover and clarify a customer's problem, work with the customer to create a vision of how things could be better |
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Perceived value (benefits) |
Economical (return) Functional (Durability) Physiological (needs) |
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Closing a Sale |
Be confident Close promptly Focus on dominant buying motives involve the prospect in the close ask for the order... more than once if needed recognized closing signals |
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5 major requisites |
1. plan close in advance 2. know your product will improve customer's world 3. the customer must trust and believe you 4. Customer must enjoy and desire the benefits of your offer 5. develop sales personality |
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The invitational |
Direct invite to buy |
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The assumption close |
-ask confirming question -direct conversation towards ownership/payment and delivery -allow customer to bring up objectives |
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Puppy dog |
-take it, try it, before the customer makes a decision -offer free trial - we are creatures of habit |
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Ben Franklin close |
-consider pros and cons -write it all down to physically see |
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The order sheet close |
-fast and effective -info the prospect gives you, closer to actual sale |
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Confirming the sale |
Thank Remind why they bought Reassure of their decision to buy |
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Identify customers |
1. classify customer 2. Develop a route |
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Step 1: Classify customers |
80/20 rule - classify according to sales value classify as A, B, and C |
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Step 2: Develop route |
Make a schedule |
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Customer files |
- key Accounts = market share - key accounts strategy - not all customers are created equal |
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Key Account Strategy |
1. Set account goals 2. customer profile sheets, collect info/sales history 3. learn about customer's business needs and goals 4. develop and present products and services that meet customer goals 5. use support resources 6. key account review |
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Call reports consist of... |
-document what went on during each call -details for future calls -leave territory in good shape |
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Expense reports |
-do weekly -learn your company's policy on expenses -expense accurately or risk loss of employment -have a valid reason for everything you expense -keep documentation of expenses; leave a paper trail -pay by credit card |
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Stress |
response of your body and/or mind to the demands placed on it, in the form of either physiological or psychological strain |
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Indicators of stress |
1. physical ailments 2. depression 3. prolonged anxiety 4. abrupt changes in mood or character 5. sleepless nights |
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Moderators of stress |
1. autonomy 2. perspective 3. connectedness 4. exercise |
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Customer service key word: |
Expectations |
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where do expectations come from |
- culture - experiences - other competitors - promises made |
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Great customer service is: |
giving the customer more than they expect consistently |
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Long term Relationships |
1. Don't promise unless you will keep 2. Deal with complaints immediately 3. Call customers back 4. Be helpful, even if there's no immediate profit in it. 5. throw in something extra |
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How do you build long term relationships |
1. Understand what your customer really wants 2. Prioritize your customer base 3. Identify the influencers 4. Listen for opportunities 5. schedule stewardship meetings |
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Ethics |
rules of conduct used to determine what is good or bad; moral principles or values concerned with what should be done; principles and standards that guide behavior |
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who are influencers |
1. salesperson's personal value 2. Sale manager as a role model 3. Company policy and practices 4. investors 5. the legal system 6. the community |
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Ethic influencer |
1. written code 2. rules on confidentiality 3. reciprocity 4. bribery 5. gift giving 6. entertainment 7. emphasis on short - term gain |
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Unethical behavior |
1. Interest for self not customers 2. sell products/services people don't need 3. exaggerate benefits of products 4. Lie about availability to make sale 5. falsify product testimonials 6. salespeople give unqualified answers 7. withhold information 8. misuse company assets |
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Business Slander |
False statements about competitors |
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Business Libel |
false written statements about competitors |
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Tie-in Sales |
forcing buyer to buy one product to buy another |
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Caveat Emptor |
Let the buyer beware (old style of selling) |
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Caveat Venditor |
Let the sell beware |
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What makes a salesperson |
Value -> attitude -> behavior |
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Guidelines for a salesperson: #1 |
Think critically and strategically |
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Guidelines for a salesperson: #2
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the trust factor/ can customer rely on you |
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Guidelines for a salesperson: #3 |
Avoid misleading sales claims |
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Guidelines for a salesperson: #4 |
Avoid attacking competitors |
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Guidelines for a salesperson: #5 |
Avoid misuse of company resources |
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Guidelines for a salesperson: #6 |
Uphold company policy |
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4 dimensions of time management |
1. time 2. territory 3. records 4. stress |
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Functions of sales manager |
- Directing - Hiring - Training |
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Qualities of sales manager |
- provide structure, organized - Treats everyone fairly - sales experience - knowledge of products - allows some degree of freedom |
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recruitment |
- determines job requirement - searches for application - Selects best applicate |
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Sales manager requirments |
1. recruitment 2. training 3. motivating 4. performance evals of salesperson 5. decides compensation |
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Training |
- new employee orientation - develop on-going training program |
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Motivation |
- Recognize individual differences - Find out what salespeople need for success - provide each salesperson with objective performance appraisal |
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Performance evaluations |
1. Sales volume 2. expense to sales ratio 3. personal appearance 4. number of calls on customers 5. completion and accuracy of paperwork 6. planning and routing of calls 7. servicing of customers 8. entertainment of customers ($ spent) |
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Managing the relationship with your boss |
Communicate Make boss look good share credit make his/her job easier respect chain of command never publicly disagree positive attitude be manageable be a team player |
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How many goals can one handle with 100% effectiveness. |
2/day |
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Dominance |
tendency to command, control or prevail over others, in the context of communications and problem solving. |
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Sociability |
Amount of control we exert over our emotional expressiveness, in the context of communications |
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Communication Styles |
1. Emotive 2. Director 3. Reflective 4. Supportive |
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Emotive |
high dominance + high sociability |
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Director |
high dominance + low sociability |
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Reflective |
low dominance + low sociability |
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Supportive |
low dominance + high sociability |
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style flexing |
style flexing is the deliberate attempt to adjust your communication style to accommodate the different communication style of another person |
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Key to learning about someone: |
Curiosity |
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Stages in the adoption process |
1. Awareness 2. Interest 3. Evaluation 4. Trial 5. Adoption |
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Awareness |
consumer is aware of the product, but lacks information about it |
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Interest |
consumer is stimulated to seek information about the product |
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Evaluation |
consumer considers whether it makes sense to try the product |
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Trial |
consumer tries the product on a small scale to estimate its value |
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Adoption |
consumer decides to purchase the product |
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Three types of buyers |
1. relationship buyer 2. economic buyer 3. business buyer |
