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87 Cards in this Set
- Front
- Back
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Two-way Communication
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The process begins when the sender, either the salesperson or the customer, wants to communicate some thoughts or ideas. Because the receiver cannot read the sender's mind, the sender must translate these ideas into words.
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Encoding
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translation of thoughts into words
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Decoding
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interpreting the meaning of the received message
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Word Picture
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story designed to help the buyer visualize a point.
Effectively: the salesperson needs to paint as accurate and reliable a picture as possible, also the sales person cannot assume that all customers will be familiar with the trade jargon, and thus need to check with their customer continually to determine whether they are interpreting sales messages properly |
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Voice Characteristics
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rate of speech, loudness, inflection, and articulation
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Loudness
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to avoid monotony, salespeople should vary their rate of speech, depending of the nature of the message and the environment in which the communication occurs.
Simple message= slow rates Difficult message= faster rates |
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Inflection
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tone or pitch of speech
@ end- tone decrease, indicating the completion of a thought. If tone goes up, then listeners often sense uncertainty in the speaker |
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Articulation
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the production of recognizable sounds.
Best- opens his or her mouth properly; then the movements of the lips and tongue and unimpeded. |
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80-20 Listening Rule
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Sales people should listen 80% of the time and talk no more than 20% of the time
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Speaking listening differential
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People can speak at a rate of only 120 to 160 words per minute, but they can listen to more than 800 words per minute
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Active listening
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project themselves into the mind of the speaker and attempt to feel the way the speaker feels.
Think while they listen |
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Body Language
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sales people can collect information by observing their customers ________.
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Nonverbal Communication
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body language, space, and appearance- to covey messages to their customers
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Intimate Zone
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0-2 feet
Reserved primarily for a person's closest relationship |
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Social Zone
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4-12 feet
business transactions and other impersonal relationships |
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Personal Zone`
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2-4 feet
close friends and those who share special interest |
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Public Zone
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Beyond 12 feet
Speeches, teachers in classrooms, and passersby |
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Response Time
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time between sending a message and getting a response to it
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Low context Cultures
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such as US, France, Germany
Most information that flows between buyer and seller is in the spoken words themselves |
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High Context Cultures
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Such as Japan, China, Korea, and Mexicao
More information is contained in factors surround the communication - background, associations, and basic values of the salesperson and customer Personal Relationships are very important. |
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Standard Memorized Presentation
"canned presentation" |
completely memorized sales talk
Salesperson presents the same selling points in the same order to all customers. |
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Types of Presentation
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1. Standard memorized Presentation
2. Outline Presentation 3. Customized Presentation |
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Customized Presentation
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written and/or prearranged presentation that usually includes a standard introduction, standard answers to common objections raise by customers, and a standard method for getting the customer to place an order.
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Outlined Presentation
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Prearranged presentation that usually includes a standard introduction, standard answers to common objections raised by customers, and a standard method for getting the customer to place an order.
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Adaptive selling
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when Salespeople react to different sales situations by changing sales behaviors
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Performance feedback
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"Did you achieve the goals you set for this call?"
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Diagnostic Feedback
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"Let's talk about why you didn't achieve your goals."
provides information about why you're doing wrong , instead of just whether you made a sale |
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Social Style Matrix
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popular training program that companies use to help salespeople adapt their communication styles.
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Assertiveness
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degree to which people have opinions about issues and publicly make their positions clear to others.
Express their convictions publicly and attempt to influence other to accept these beliefs. |
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Responsiveness
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based on how emotion people tend to tet in social situations.
Readily express job, anger, and sorrow. Appear to be more concerned with other an are informal and casual in social situations. Less responsive people- devote more effort toward controlling their emotions |
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Drivers
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High Assertivenes and Low Responsiveness.
Task oriented. Have to learn to work with others only because they must do some to get the job done, not because they enjoy people. Great desire to get ahead in their companies and careers. |
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Expressive
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high assertiveness and high responsivness.
Warm, approachable, intuitive Expressive's view power and politics as important factors in their quest for personal rewards and recognition. |
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Amiables
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Low assertivness, High on repsonsivness.
Close relationships and cooperation are important. Achieve their objectives by working with others, developing an atmosphere of mutual respect rather than using power and authority. |
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Analyticals
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low on assertiveness and low on responsivness.
Like facts, principles, and logic. Suspicious of power and personal relationships, they strive to find a way to carry out a task without resorting to these influence methods |
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Versatility
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effort people make to increase the productivity of a relationship by adjusting to the needs of the other party
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Expert system
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computer program that mimics a human expert. Contains rules, knowledge, and decision processes employed by experts and then uses these elements to solve problems, suggest strategies, and provide advice similar to that of an expert.
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Lead
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a person or an organization that may or may not have what it takes to be a true prospect
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Prospecting
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Important process of locating potential customer fora product or service, is critical whether you are an new or seasoned sales professional.
*most important activity a salesperson does* |
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Qualify the lead
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process of determining whether the lead is in fact a prospect.
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System integrators
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vendors who have the authority to buy product s of services from others.
usually assume complete responsibility for a project, from tis beginning to follow-up servicing. |
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Exclusive sales territories
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that a particular salesperson can sell only to certain prospects (such as doctors in only 3 county area) and not to other prospects
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House Accounts
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Large customers or potential customers that are handled exclusively by corporate executives
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Referral events
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gatherings to allow current customers to introduce prospects to the salesperson, to generate leads
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Selling deeper
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Satisfied customers not only provide leads but also are usually prospects for additional sales.
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Negative Referral
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customer who tells others about how poorly you or your product performed.
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End-less Chain Method
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Sales representatives attempt to get at least one additional lead from each person they interview.
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Referral lead
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Name of a lead provided by either a customer or a prospect, generally considered the most successful type of lead
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Networking
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utilization of personal relationships by connected and cooperating individuals for the purpose of achieving goals
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Center-of-influence method
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Important form of networking: sales person cultivates a relationship with well-known, influential people in the territory who are willing to supply the names of leads.
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Buying community
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small, informal group of people in similar positions, often form several companies, who communicate regularly both social and professionally
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Search engines
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tools that individuals use to locate sites
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Banner advertisement
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consists of ads places at the ops, sides, or bottom of a web page, encouraging the viewer to visit a different web site
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Extranets
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internet sites that are customized for specific target markets
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E-Selling
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Salespeople have learned how to successfully utilize e-mail to generate leads
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Spam
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term used for unwanted and unsolicited junk e-mail
Casing concern and frustration among Internet users |
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Postcard pack
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groups of postcard that provide information from many firms
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Bounce-back card
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incentive to gain a lead
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Trade show
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short, temporary exhibitions of products by manufacturers and resellers
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Merchandise Markets
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places where suppliers have sales offices and buyers from resellers visit to purchase merchandise.
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Standard Industrial Classification: SIC
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Being replaces by NAICS
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North America Industry Classification System: NAICS
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uniform classification for all countries in North America.
Helps sales representative develop prospect list for leads in an industry |
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data mining
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consist of artificial intelligence and statistical tools, to discover insights hidden in the volumes of data in their databases
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Cold canvass Method or Cold Calls
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sales representatives tries to generate leads for new business by calling on totally unfamiliar organizations
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Blitz
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a large group of salespeople attempts to call on all of the prospective businesses in a given geographical territory on a specified day.
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Spotters or bird dogs
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individuals will, for a fee. provide leads for the salesperson
sales rep sometimes pay the fee simple for the name f the lead but more often pays only if the lead ends up buying the product or service. |
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Telemarketing
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systematic and continuous program of communication with customers and prospects via telephone.
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Outbound Telemarketing
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telephones are used to generate an then qualify leads. These calls may be initiated directly by the salesperson, by inside sales representatives, or by third-party vendors
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inbound Telemarketing
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uses a telephone number (usually toll free) that leads and customers can call for additional information
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Lead qualification system
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need to develop a process for qualifying leads.
Funneling process in which a large number of leads are funneled into prospects and some, finally, not customers |
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Prequalification
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may be a simple as purchasing a prequalified list. Resources of telemarketing to prequalify leads
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lead Management
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Salespeople must not only qualify leads but also carefully analyze the relative value of each lead.
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Analysis paralysis
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when you prefer to spend practically all of your time analyzing the situation and finding information instead fof making sales calls
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Sales portals
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online databases that include many sources of information in one place
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selling center
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consists of all people in the selling organization who participate in a selling opportunity
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Primary call objective
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Actually goal they hope to achieve
Set before call |
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Minimum call objective
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minimum they hope to achieve
Realize the call may not go exactly as planned |
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optimistic call objective
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most optimistic outcome the salesperson thinks could occur
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Secondary call objective
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remaining objectives besides primary call objectives
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Value proposition
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written statement that clearly states how purchasing your product or service can help add shareholder value
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Customer value
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what customers value
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Focus of receptivity
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person who will listen receptively and provide the seller with needed valuable information
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Focus of dissatisfaction
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person who is most likely to perceive problems and dis-satisfactions
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Focus of power
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person who can approve actions, prevent action, and.or influence action
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Videoconferencing
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meetings in which people are not physically present in one location, but are connected via voice and video
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Web-casting or virtual sales calls
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meeting is broadcast over the internet
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Screens or "barriers"
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one ore more subordinates who plan and schedule interviews for them.
Often make seeing the boss difficult |
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seeding
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sending the customer important and useful pieces of information prior to the meeting
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