Chapters 1-5 Flashcards Preview

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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

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!