Ch 18 -
Personal Selling
Personal Selling
Sales people are born, not made. (T/F)
False.
A bubbly personality, quick wit, and a few clever sales techniques are not enough to be successful in B2B sales.
The Personal Selling Process can be easily diagramed as a pyramid of needs. (T/F)
False.
It's a wheel.
This group of customers has seen it's negotiating power with sales people and their companies grow dramatically.
Giant Retailers
This is usually the first and only physical contact one makes during a sales call.
The handshake!
Salespeople who practice ____________ focus on identifying their customer's needs and building a high level of customer satisfaction.
Customer-Oriented Selling
How many stages are in the Personal Selling Process?
Seven
These are the 3 major categories of Sales Megatrends.
1. Behavioral Forces
2. Technological Forces
3. Managerial Forces
"I'm a little dissatisfied" is an example of what type of need?
Implicit Need
These are the three most-common career paths for salespeople.
1. Professional Selling
2. Sales Management
3. Marketing Management
This type of close (closing the sale) might sound like this: "So, would you prefer delivery by UPS or FEDEX?"
The ASSUMPTIVE close.
Name three types of direct marketing (DM).
1. Mail
2. e-mail
3. Telemarketing/Teleselling
4. Fax
5. Kiosks
Name 3 non-verbal ways to communicate a message.
1. Appearance
2. Posture
3. Facial Expressions
4. Gestures
5. Etiquette
This late night talk show host attributes much of his comedic and corporate speaking success to his knowledge of selling techniques.
Who is....Jay Leno!
Before a lead becomes a genuine prospect, it must be qualified in what terms? (There are 4, using the NAME acronym!)
1. Need or Want
2. Authority to Buy
3. Money to Buy
4. Eligibility to Buy
Name two of expanding roles that Salespeople might find themselves doing in today's business environment.
Customer Partner; Buyer-Seller Team Coordinator; Market Analyst or Planner; Customer Service Provider; Buyer Behavior Expert; Opportunity Spotter; Intel Gatherer; Sales Forecaster; Marketing Cost Analyst; Allocator of Scarce Products; Field PR Rep; Adopter of Advanced Sales Tech
The two-minute drill is the answer to what question/inquiry?
"Tell me a little about yourself"
Selling can be divided into three basic roles. Name all three.
1. Order Taking
2. Order Supporting
3. Order Creating
Name the 7 steps of the PSP.
1. Prospecting and Qualifying
2. Planning the Sales Call (Pre-Approach)
3. Approaching the Prospect
4. Making the Presentation/Demo
5. Negotiating Resistance or Objections
6. Confirmation/Closing the Sale
7. Follow Up and Service
Name three applications of telemarketing.
1. Prospecting
2. Setting Sales Appts.
3. Taking Orders
4. Maintaining Goodwill
5. Handling Complaints
.... etc.
Name the 4 key elements to MOVING THE SALE FORWARD.
1. Know your sales objective
2. Know when to stop talking (and listen)
3. Understand Closing Cues
4. Ask for commitment