Prof. Sales Test 1

Front 1

5 body language channels

Back 1

Body Angle, Face, Arms, Hands & Legs

Front 2

Non-verbal Communication – three forms:

Back 2

Body Language, Space & Appearance

Front 3

Words conceal body reveals

Back 3

No single gesture tells everything.

Front 4

Face

Back 4

Eyes are the most important area of the face
Enlarged pupils indicate interest/excitement

Front 5

Arms

Back 5

Key factor of interpreting arm movement is intensity

Front 6

Hand

Back 6

Hand gestures are very expressive
Positive: open and relaxed, palms facing up
Negative: self-touching gestures

Front 7

Legs

Back 7

Customers with uncrossed legs in an open position send a message of cooperation, confidence, and friendly interest
Legs crossed and away from the salesperson is usually negative

Front 8

Outlined Presentation

Back 8

Prearranged presentation that lists the most important sales points to be discussed when calling on a customer
Can be very effective because it is well organized/natural/flexible

Front 9

3 ways to improve body language

Back 9

Personal action Plan
1. Improve eye contact
2. Improve body angle/posture
3. Improve facial expressions. Smile

Front 10

Distance During Interaction

Back 10

Intimate zone- reserved primarily for a person’s closest relationships 0-2 feet; boyfriend
Personal zone- for closest friends and those who share special interests- 2-4 feet; close friends
Social zone- business transactions and other impersonal relationships 4-10 feet; business transactions
Public zone- for speeches, teachers in classrooms, and passersby 10+ feet; classroom

Front 11

Missionary Sales People

Back 11

promote products ONLY – do not actually sell the product , e.g. Merck, Eli Lilly
Abbott Labs – classic example of missionary salesperson – promote products only

Front 12

Emotional Intelligence 4 aspects

Back 12

1) Knowing one’s own feelings & emotions as they are experienced
2) Controlling one’s emotions to avoid acting impulsively
3) Recognizing customers’ emotions (empathy)
4) Using one’s emotions to interact effectively with customers

Front 13

Emotional Intelligence

Back 13

The ability to effectively understand and use one’s own emotions and the emotions of people with whom one interacts

Front 14

Just-in-time (JIT) inventory

Back 14

used by a producer to minimize its inventory by having frequent deliveries, sometimes daily, just in time for assembly into the final product

Front 15

Derived Demand:

Back 15

purchase made by these customers ultimately depend on the demand for their products- either other organizations or consumers. IDAHO potato farm story- Demand for potatoes comes from mcds. Demand for potatoes come from demand from hash browns and fries.

Front 16

Dimensions of Social Styles

Back 16

Assertiveness and Responsiveness

Front 17

Assertiveness

Back 17

the degree to which people have opinions about issues and publicly make their positions clear to others (assertive people- speak out, make strong statements, and have a take charge attitude) (less assertive people- keep opinions to themselves, rarely dominate a social situation)

Front 18

Responsiveness

Back 18

based on how emotional pple tend to get on social situations (responsive people readily express joy, anger, and sorrow, more concerned with others and informal and casual in social situations) (less responsive people- cautious, intellectual, serious, formal, and businesslike)

Front 19

Social Styles

Back 19

Drivers
Expressives
Amiables
Analyticals

Front 20

Drivers

Back 20

o Swift, efficient decision makers
o Base decisions on facts, take risks affecting bottom line
o Competitive
o Salespeople should be direct and businesslike
and businesslike

Front 21

Expressives

Back 21

o Warm, approachable, intuitive, and competitive
o Direct time & effort toward achieving their vision
o Impatient
o Salespeople need to demonstrate how their product will help the customer achieve personal status & recognition

Front 22

Amiables

Back 22

o Close relationships and cooperation are important
o Enjoy working with people and make decisions slowly
o Avoid conflict
o Salesperson should stress product benefits

Front 23

Analyticals

Back 23

o Like facts, principles, and logic
o Analyze the past; past is good indicator of future events
o Salespeople need solid, tangible evidence when making presentations

Front 24

Social Style Matrix

Back 24

As Re

Drivers H L
Amiables L H
Expressives H L
Analytical L L