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Chapter 8: Sales Skills (Midterm)
Terms in this set (13)
a need-satisfaction sales presentation style that involves adjusting the presentation to fit the selling situation
-the opportunity for the salesperson to adapt the sales approach to the specific needs of the buyer
-determining which door to open ... ex. ask a bunch of questions to figure out the need of the buyer, different approach depending on need, end result is to lead to the sale, salesperson has to assess the specific needs of the buyer early on in the talk.
The set of abilities a person must have to be successful selling.
-look like a successful salesperson
-develop rapport early
-adjust to the customer's communication style/speak the language of the prospect
-present the strongest customer benefits and selling points first.
-make the presentation fun
-arouse as many of the customer's five senses as possible
-combine factual and emotional appeals
1.) Sales skills: identifying needs
-resist the temptation to get right to the sales presentation.
-identify and analyze the needs of the buyer by adopting a question and listen posture.
-13 types of questions- table 8.2 p. 245 (these ?s help get a better sense of what door to open for their presentation, and how to move to the final stage of making the sale)
2.) Sales Skills: the presentation
*Adopt a problem solving approach to the presentation.
-once the salesperson has identified the needs (problems) of the buyer the presentation should be directed to demonstrating how one's products or services are the solution to the problem.
-turn product features into buyer benefits
-"tell me and i'll forget, show me and I may remember, involve me and i'll understand"
how to involve someone in presentation
ask questions, show them material, free sample, ride in jet, what is important to them
Sales Skills: Objection
closing the sale
-obtaining positive agreement from the customer to buy
-ABC: Always Be Closing
-bringing the sales call to a successful conclusion
-knowing when to close, numerous verbal and nonverbal signals or cues indicate it at it's appropriate time to try a close
when the prospect asks
-about product price, delivery, installation
-says positive comments about product
-begins closely studying and handling the product
-tests or tries out product
-looks more relaxed, becomes more friendly
-nods head in agreement, increases eye contact with salesperson
"sign" = i surrender, where do i sign?
closing the sale (closing methods)
-ask for the sale
-summarize the reasons to buy
-close on a concession
Sales Skills: the follow up
-contact the buyer after the sales to be sure he/she is satisfied.
*instructions on how to use
the nature of buyer - seller interactions
-salespeople should attempt to create, enhance, and maintain mutually profitable long-term relationships with their customers that lead to full customer satisfaction and profitable long term loyalty
-as in social relationships, there are different levels of intensity in business relationships
levels of buyer-seller interactions
-buyers and sellers develop relationships by conducting interactions
-there are three levels of buyer-seller relationship interactions, which can be viewed along a continuum
low: transactional selling
medium: relationship selling
high: strategic partnerships
building customer relationships through service
service oriented salespeople can do 2 things to add value to their product offerings and enhance buyer-seller relationships
1.) value added activities - seek to simplify order processing, help customers become operationally efficient, by managing their hardware parts inventory for them
2.)service differentiation - show how you differ by providing a higher level of service than other salespeople by going beyond "call of duty" - this is your personal "value added" to the customer's purchases
OTHER SETS BY THIS CREATOR
digital marketing midterm
philosophy midterm fall
Digital Marketing chapters 1 and 2