Only $2.99/month

Professional Selling Final Exam

Terms in this set (57)

Drivers
• High on assertiveness and low on responsiveness.
• Have a great desire to get ahead in their companies and careers
• Swift and efficient decision makers
• Base their decisions on facts
• Take risks
• Look at several alternatives before making a decision
• CEO personality
• To influence a driver, salespeople need to use a direct, businesslike, organizaed presentation with quick action and follow-up. Proposals should emphasize the effects of a purchase decision on profits.

Expressiveness
• High on assertiveness and high on responsiveness
• Focus on the future
• Act quickly
• Take risks
• Base their decision on their personal opinions and the opinions of others
• Impatient and change their minds easily
• When selling to expressives, salespeople need to demonstrate how their products will help the customer achieve personal status and recognition. Expressives prefer sales presentations with product demonstrations and creative graphics rather than factual statements and technical details. Also, testimonials from well known firms and people appeal to expressives need for status and recognition.
• Put them in the role of innovator; the first person to use a new product

Amiable
• Low on assertiveness and high on responsiveness
• Give importance to close relationships and cooperation
• Make decisions slowly
• Build a consensus among people involved in the decision
• Avoid Risks
• Change their opinions reluctantly
• Associated with new sales professionals
• Salespeople need to build personal relationships with amiables. Amiables are particularly interested in receiving guarantees about a product's performance. They do not like salespeople who agree to undertake activities and then do not follow through on commitments. Salespeople selling to amiables should stress the product's benefits in terms of its effects on the satisfaction of employees.

Analytical
• Suspicious of power and personal relationships
• Make decisions slowly in a deliberate and disciplined manner
• Like facts, principles, and logic
• Strongly motivated to make the right decision
• Use solid, tangible evidence
Use sales presentations that recognize their technical expertise and emphasize long-term benefits
• Situation questions: ask about facts or explore the buyer's present situation. Situation questions are used to collect facts. In experienced salespeople tend to ask more situation questions. Often situation questions can be answered as part of the prospecting process. Only ask "essential" situation questions as prospects quickly become impatient if too many situation questions are asked.
o How many people are there in this location?
o What turnaround time are you getting?
o How do you measure quality?
o What equipment are you using now?
How long have you had this equipment?
o How many people use this machine?
• Problem questions: Ask about specific difficulties, problems, or dissatisfactions the prospect has with the present situation that you can solve with your products and services. Problem questions are used to probe for problems, points of dissatisfaction, or general difficulties that the prospect has. Answers to problem questions will direct you toward the core need of the prospect.
o How satisfied are you with the present system?
o What prevents you from achieving the objective?
o What are you looking for in a ____ product?
o What do you like about your current product?
o What don't you like about your current product?

• Implication questions: Questions that follow problem questions, designed to help the prospect recognize the true nature of their problems. Implication questions are used to probe for the consequences of a problem, point of dissatisfaction, or general difficulty. When a prospect answers an implication question s/he should feel that the problem is larger and more urgent than s/he originally felt it was.
o What happens if you miss a deadline?
o How could a ____ problem give a competitor a chance to gain an advantage?
o Does your overtime expense increase when your equipment goes down?

• Need payoff questions: Asking questions about the usefulness of solving a problem. Need questions are used to uncover the core need (i.e., the buying motive) of the prospect. These questions focus the prospect's attention on the solution rather than the problem. Answers to need questions will get the prospect to tell you the benefits that they are looking want.
o If I had a product that could be twice as efficient and 20% cheaper, would that help you with your business?
o If we did that (solve the problem discovered during problem questioning), how much could you save?