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15 Cards in this Set
- Front
- Back
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Emotional Intelligence
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the capacity for: monitoring our own feelings and those of others, motivating ourselves, managing emotions well in ourselves and in our relationships; predictor of success; can be enhanced with self-development
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3 Major Relationship Challenges
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building new relationships, transforming relationships from personal level to business level, managemtn of relationships
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Partnering
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strategically developed; high-quality, long-term relationship; focusing on solving customers buying problems; emphasizes building a relationship; selling viewed as process, not event
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3 Keys to Partnering Relationship
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relationship is built on shared values; both commit to same vision; salesperson moves from selling to supporting
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Transactional Selling
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buyers aware of needs, focus on price; relationship strategy secondary
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Consultative Selling
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emphasizes need identification; effective communication; mutual trust and resect
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Strategic Alliance Selling
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often most challenging; build relationship with several people
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Self-Concept
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shaped by ideas, attitudes, feelings, and thoughts you have about yourself; influence the way you relate to others; feelings and behavior are consistent; can be changed
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The Win-Win Philosophy
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customer satisfaction primary; buyer and seller come out of the sale wit respective best interests served
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Empathy
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ability to understand what a person is feeling; invaluable ability to get critical feedback
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Ego Drive
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an inner force that makes the salesperson need to make the sale
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Character
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personal standards such as honesty, integrity, and moral strength
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Integrity
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achieving congruence between what you know, say, and do; valuable character trait
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Nonverbal Strategies
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silent messages communicated through: facial expressions. voice tone, gestures, appearance, posture; have greater impact than verbal messages; must be consistent with verbal messages
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CARE Model
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customize, appreciate, respond, execute
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