Flashcards in Chapters 1-5 Deck (7)
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1
What are three ways that salespeople can add value in a selling situation?
-Encourage two way communication
-Help foster trust and commitment
-provides closure
2
How is selling to an existing customer different from selling to a new customer?
They are at least a little informed on your product. Working on maintaining relationships. Either a straight or modified rebuy
new customer is much more difficult because you have to build credibility, trust
3
What is the difference between “order taking” and “order getting”? Which is preferred (from the organization)? Which is easier (as a salesperson)?
- taking: the customer told me something and that’s it (I want a cheeseburger)
- getting: upselling, asking for a little bit more (want apple pie with that?) ***use word “upselling” to describe this in exam
Preferred by Organization: order getting
Easier for salesperson: order taking
4
What is the definition of emotional intelligence? Why is high emotional intelligence an important quality for a salesperson to have?
-Understand and regulate your own emotions so you can read and and respond to the emotions of others.
-Avoid impulse, empathy, effectiveness, high performance + retention
5
What role do the following play in the sales process – initiator, influencers, gatekeepers, users, and deciders?
Initiator: starts the process, can come from each of the other sources
Influencers: Directly/indirectly provide influence during the process
Gatekeepers: Control the flow of info and may limit alternatives considered
Users: Often not make the decision, some influence
Deciders: Makes final choice
6
What is the 80/20 rule regarding listening?
Listen 80 talk 20.
7
