Chapters 1-5

Question 1

What are three ways that salespeople can add value in a selling situation?

Answer 1

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

Question 2

How is selling to an existing customer different from selling to a new customer?

Answer 2

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

Question 3

What is the difference between “order taking” and “order getting”? Which is preferred (from the organization)? Which is easier (as a salesperson)?

Answer 3

• 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

Question 4

What is the definition of emotional intelligence? Why is high emotional intelligence an important quality for a salesperson to have?

Answer 4

• 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

Question 5

What role do the following play in the sales process – initiator, influencers, gatekeepers, users, and deciders?

Answer 5

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

Question 6

What is the 80/20 rule regarding listening?

Answer 6

Listen 80 talk 20.

Question 7

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?

Answer 7

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!