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Flashcards in Chapters 1-5 Deck (7)
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What are three ways that salespeople can add value in a selling situation?

-Encourage two way communication
-Help foster trust and commitment
-provides closure


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


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


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


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


What is the 80/20 rule regarding listening?

Listen 80 talk 20.


What are the four categories of social styles we discussed in class? What are key characteristics of each? How would you sell to each social style?

Drivers: CEO - quick decisions, assertive, risk
Expressive: Act quickly, risk, decisions based on everyone, impatient, changes minds, sales people
Amiable: Relationships, slow decision, no risk, consensus
Analytical: slow decisions, no relationships lol, want to make right decision

Driver: Direct and business like. Quick action
Expressive: How it will achieve recognition, testimonials, innovator
Analytical: Solid evidence, long term beenfits and expertise
Amiable: Satisfaction, build good relationship, follow up!