Study sets matching "personal selling"

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Study sets matching "personal selling"

71 terms
Personal Selling- Midterm Review
Chapter One: Why Choose a Sales Career?
What is selling?
What are the different types of career…
Why choose a career in sales? List and…
Why Choose a Sales Career?
In business, personal selling refers to the personal COMMUNIC…
- Sales clerks ... - Customer service representatives ... - Merch…
Major reasons for choosing a sales career are:... (1) the WIDE V…
Chapter One: Why Choose a Sales Career?
Why Choose a Sales Career?
What is selling?
In business, personal selling refers to the personal COMMUNIC…
265 terms
Personal Selling
Personal Selling
Value
Customer value proposition (CVP)
Goal of selling
The phenomenon of human-driven interaction between and within…
Selling is about creating value which is the total benefit th…
Collection of buyer specific benefits
The goal of selling is to create economic exchange, not merel…
Personal Selling
The phenomenon of human-driven interaction between and within…
Value
Selling is about creating value which is the total benefit th…
17 terms
Personal Selling: CH 6 - "Prospecting"
Main Topics... The Sales Process Has 10…
After studying this chapter, you shoul…
The sales process has 10 steps... The se…
The selling process has 10 important s…
blah
blah
...
Main Topics... The Sales Process Has 10…
blah
After studying this chapter, you shoul…
blah
17 terms
Personal Selling- Midterm Review-Ch 8
Closed-ended questions
Complementary approach
Creative imagery
Curiosity approach
contrasts with an open-ended question, which cannot be answer…
...
...
...
Closed-ended questions
contrasts with an open-ended question, which cannot be answer…
Complementary approach
...
24 terms
Personal Selling & Selling Models
Personal Selling
Activities in Personal Selling
Marketing Components
Persuasion
A process of developing relationships, discovering needs, mat…
1 - teaching, coaching or instructing others... 2 - serving clie…
Product, Price, Place, Promotion
the ability to change a person's belief, position, or course…
Personal Selling
A process of developing relationships, discovering needs, mat…
Activities in Personal Selling
1 - teaching, coaching or instructing others... 2 - serving clie…
PERSONAL SELLING
Public relations
Personal selling
Sales clerks
Sales agents
The process of promoting a business by generating favorable p…
A method for converting potential customers or prospects into…
A person employed to work inside of an organisation to repres…
A sales clerk which is not part of the inside sales force.
Public relations
The process of promoting a business by generating favorable p…
Personal selling
A method for converting potential customers or prospects into…
personal selling
ethos
Deontological base
teleological approach
what are the three guideline for ethic…
- is where the word ethics derives from... - means the character…
the use of specifically stated rules... Ex: the ten commandments…
- the second system of describing ethical systems.... - this sys…
universal nature... truth telling... responsibility for ones actions
ethos
- is where the word ethics derives from... - means the character…
Deontological base
the use of specifically stated rules... Ex: the ten commandments…
Personal Selling
Characteristics of a strong presentati…
how we learn and remember:
how to strengthen the presentation
Word Pictures and Stories → Amiable
➢ Keeps the buyer's attention... ➢ Improves the buyer's understa…
➢ We retain 20% of what we hear ... ➢ We retain 50% of what we s…
➢ Respond to the buyer's unique style ... • Expressives: intense…
• Use stories from your own life ... • Have a reason for telling…
Characteristics of a strong presentati…
➢ Keeps the buyer's attention... ➢ Improves the buyer's understa…
how we learn and remember:
➢ We retain 20% of what we hear ... ➢ We retain 50% of what we s…
Personal selling
personal selling =
To be successful in personal sales ...
Define/explain Consultative Personal S…
selling skill
Selling, the art of persuasion, is defined as a one-on-one in…
the salesperson must understand how to sell to the needs of a…
Personal selling in which a salesperson plays the role of a c…
• Determine clients' needs, wants, and buying motives... • Sugge…
personal selling =
Selling, the art of persuasion, is defined as a one-on-one in…
To be successful in personal sales ...
the salesperson must understand how to sell to the needs of a…
83 terms
Personal Selling
Emotional Intelligence
High Emotional intelligence is import…
Four Branches of Emotional Intelligence
Perceiving Emotions
The capacity for monitoring our own feelings and those of oth…
Self confidence... Self awareness... Trustworthiness... Adaptability... I…
Perceiving Emotions... Reasoning with Emotions... Understanding Emo…
Reading verbal and non-verbal cues
Emotional Intelligence
The capacity for monitoring our own feelings and those of oth…
High Emotional intelligence is import…
Self confidence... Self awareness... Trustworthiness... Adaptability... I…
7 terms
personal selling selling process
approach
discuss product
present marketing plan
explain business proposition
rapport-building.... uncover needs... attention interest and transi…
FABs and SELL
how to resell... how to use... SELL
whats in it for your customers?... SELL
approach
rapport-building.... uncover needs... attention interest and transi…
discuss product
FABs and SELL
Personal Selling
Personal Selling
Market Targets
Sales Prereqs
Lead Cards
Influencing a prospect to make a buying decision in their fav…
Customers: those who have bought something from you... Prospect…
Knowledgeable Areas:... -product, customer, competition, marketp…
-Prospect ID Info... -Product Interest... -Degree of Interest... -Lead…
Personal Selling
Influencing a prospect to make a buying decision in their fav…
Market Targets
Customers: those who have bought something from you... Prospect…
personal selling
Ways i a salesperson can turn his/her…
The four sequential components of effe…
Relationship-enhancement activities
critical encounter
1. building good will... 2. adding value... 3. handling complaints…
1. interact... 2. connect... 3. relate... 4. know
1. Provide useful information: relevant, timely, high quality…
Meetings in which the salesperson encourages the buyer to dis…
Ways i a salesperson can turn his/her…
1. building good will... 2. adding value... 3. handling complaints…
The four sequential components of effe…
1. interact... 2. connect... 3. relate... 4. know
37 terms
Personal Selling
Go to market strategy
Customercentric
Supply chain logistics
Customer relationship management system
Approaches used to add customer while adding value
Client Relationship Manager... Making the customer the center of…
Interact with other partners to meet customer needs
Info transmitted to the company, salespeople, and customers
Go to market strategy
Approaches used to add customer while adding value
Customercentric
Client Relationship Manager... Making the customer the center of…
200 terms
Personal Selling: CH 3- "The Psychology of Selling: Why People Buy"
Chapter 3 examines why and how an indi…
LEARNING OBJECTIVES... People and organiz…
After studying this chapter, you shoul…
LO2 Recognize the importance of determ…
...
...
...
...
Chapter 3 examines why and how an indi…
...
LEARNING OBJECTIVES... People and organiz…
...
13 terms
Personal Selling
Personal Selling
Value
Customer value proposition (CVP)
Go-to-market strategies
is "the phenomenon of human-driven interaction between and wi…
is the total benefit that the seller's products and services…
the seller oftern refers to the collection of buyer-specific…
companies have many options in how they can approach customer…
Personal Selling
is "the phenomenon of human-driven interaction between and wi…
Value
is the total benefit that the seller's products and services…
42 terms
Personal Selling
Personal Selling
Philosophy of personal selling
3 major relationship challenges
Partnering
person to person selling
-Adopt... -Value... -Assume
-building... -transforming... -managing
high quality, long term relationships
Personal Selling
person to person selling
Philosophy of personal selling
-Adopt... -Value... -Assume
Personal Selling
Intrinsic rewards
Extrinsic rewards
Inside Sales
Outside sales
Include the good feeling one gets from helping a customer sol…
Include pay and promotional opportunities
Telemarketing and retail
Prospecting- finding potential customers/clients
Intrinsic rewards
Include the good feeling one gets from helping a customer sol…
Extrinsic rewards
Include pay and promotional opportunities
23 terms
personal selling
sales management functions
design/structure/org the sales force
recruit/select/hire sf
3 necessary E's of personal selling
-design/structure/org the sales force... -recruit/select/hire sf…
products... markets... marketing org... SF structure
important bc costly ~100,000+... no general char that correspond…
1. energy - physical and mental... 2. empathy - put self in cust…
sales management functions
-design/structure/org the sales force... -recruit/select/hire sf…
design/structure/org the sales force
products... markets... marketing org... SF structure
22 terms
Personal Selling
Dramatics
Objections
Closing
A Buying Signal
Refers to talking or presenting the product in a striking, sh…
Opposition or resistance to information are called
is the process of helping people make a decision that will be…
anything that a prospect says or does to indicate that he is…
Dramatics
Refers to talking or presenting the product in a striking, sh…
Objections
Opposition or resistance to information are called
Personal Selling
explicit problem statement: What to do
value action plan
Value Proposition Account Plan
Customer Snap shot
where we are - where we want to be - define gap.
Document that defines the value proposition and the business…
Customer Snap shot... value proposition... benefits to the customer
- Basic Information and Contacts... -Total Picture of customer B…
explicit problem statement: What to do
where we are - where we want to be - define gap.
value action plan
Document that defines the value proposition and the business…
personal selling
inside sale role
outside sale role
successful sales person (does more tha…
business to business sales
communicate via phone, fax, text, live chat
face to face, may travel to territory
-self motivated... -always different... -problem solver... -prioritize…
-few customers... -larger purchases... -longer selling cycle... -multi…
inside sale role
communicate via phone, fax, text, live chat
outside sale role
face to face, may travel to territory
Personal Selling
Role of Buying
Features
Benefits
Selective Retention
Initiator, Influence, Decision Maker, Buyer, User
Needs
Desires
Retain only certain things
Role of Buying
Initiator, Influence, Decision Maker, Buyer, User
Features
Needs
26 terms
Personal Selling
Different Types of Presentations
Goal of Negotiations
Phases of Negotiating
Purpose of the Pre-approach in present…
- Memorized Selling- structured... - Formula Selling- semi-struc…
win-win
planning, meeting, study, propose, negotiating
Break the ice... Transition to the presentation
Different Types of Presentations
- Memorized Selling- structured... - Formula Selling- semi-struc…
Goal of Negotiations
win-win
27 terms
Personal Selling
Prospecting Methods
Call Reluctance
Salesperson's Presentation Mix
Persuasion through Suggestion
Orphaned customers, direct mail, public exhibitions and demon…
Not wanting to contact a prospect or customer
Greeting, participation, proof, visual aids, dramatization, d…
Suggestive propositions, prestige suggestions, autosuggestion…
Prospecting Methods
Orphaned customers, direct mail, public exhibitions and demon…
Call Reluctance
Not wanting to contact a prospect or customer
7 terms
Personal Selling
Personal Selling
Consider using personal selling when
Transactional
Team
Paid personal communications that seeks to persuade customers…
B2B contexts ... When customers demand personal relationships wi…
sell now. No relationship necessary
rep leads experts from many functional areas in selling process
Personal Selling
Paid personal communications that seeks to persuade customers…
Consider using personal selling when
B2B contexts ... When customers demand personal relationships wi…
13 terms
Personal Selling
Personal selling
Types
Prospecting
Pre-approach
two way flow of communication-key advantage-can be adapted to…
order taker-processes orders or reorders-does not generate mu…
look for potential customers... cold calling-no previous interes…
gather information about prospect-look at clothes, manner of…
Personal selling
two way flow of communication-key advantage-can be adapted to…
Types
order taker-processes orders or reorders-does not generate mu…
Personal Selling
Order getters
Order takers
Supporting Salespeople
Missionary Salespeople
salespeople who sell to new customers and increase sales to c…
salespeople who primarily seek repeat sales
Help the order-oriented salespeople, but they don't try to ge…
support salespeople, usually employed by a manufacturer, who…
Order getters
salespeople who sell to new customers and increase sales to c…
Order takers
salespeople who primarily seek repeat sales
16 terms
Personal Selling
Sales Aids
Feature vs. Benefit
Check- Backs
Creating customer value
enhance and support the communication of your message and inv…
feature is the product attribute that designed to provide val…
questions used during a sales dialogue; they help generate fe…
identify confirmed benefits to the buyer ... present a recommend…
Sales Aids
enhance and support the communication of your message and inv…
Feature vs. Benefit
feature is the product attribute that designed to provide val…
personal selling
The #2 selling mistake
10 characteristics of professional per…
What are the 8 questions you need to a…
1. what do i sell
expecting things to improve by themselves... -if you aren't sati…
-burning desire to prove something to someone... -an interest in…
...
top salespeople focus on specific problems and goals of the p…
The #2 selling mistake
expecting things to improve by themselves... -if you aren't sati…
10 characteristics of professional per…
-burning desire to prove something to someone... -an interest in…
Personal Selling
resilience
​"Because the engine is less powerful,…
​It classifies accounts on the basis o…
​Today's buyers are busy, and many are…
A salesperson should not lose his or her cool when dealing wi…
Jeremy is interested in buying ten new cars for his company f…
Which of the following is a characteristic of single-factor a…
Which of the following is a reason why salespeople get reject…
resilience
A salesperson should not lose his or her cool when dealing wi…
​"Because the engine is less powerful,…
Jeremy is interested in buying ten new cars for his company f…
32 terms
Personal Selling
Personal Selling
Trust
Customer Value
Sales Dialouge
Interpersonal interactions... between buyers and sellers to ... ini…
Mutually beneficial relationships with their customers, long…
The customer's perception of what they get for what they have…
Business conversation between buyers & sellers that occur as…
Personal Selling
Interpersonal interactions... between buyers and sellers to ... ini…
Trust
Mutually beneficial relationships with their customers, long…
12 terms
Personal Selling
o Personal Selling
o Know the role of cold calling in per…
o Type of sales people
• Order Getters
• Paid personal communication that informs customers and pers…
Method of prospecting in which salespeople telephone or go to…
Order Getters, Order Takers, Support Personnel
• Sell to new customers and increase sales to current custome…
o Personal Selling
• Paid personal communication that informs customers and pers…
o Know the role of cold calling in per…
Method of prospecting in which salespeople telephone or go to…
9 terms
Personal Selling
Order getters
Order takers
Missionary salespeople
Technical specialists
sales people who increases the firm's sales revenue by acquir…
Type of salesperson who only collects orders , does not make…
Are supporting salespeople who work for producers. Establish…
Someone who knows the ins and out details of the product. Kno…
Order getters
sales people who increases the firm's sales revenue by acquir…
Order takers
Type of salesperson who only collects orders , does not make…
Personal Selling
How many steps in the selling process
Salesperson must constantly look for n…
Individuals are qualified prospects of…
good sales advice is to
10. 1st = prospecting- looking for/identifying new customers.…
increase product sales
have the money, authority, and desire to buy
1. be prepared for rejection... 2. be assertive... 3. use lead card…
How many steps in the selling process
10. 1st = prospecting- looking for/identifying new customers.…
Salesperson must constantly look for n…
increase product sales
27 terms
Personal Selling
Personal Selling
order taker
order getter
Relationship selling
involves the two-way flow of communication between a buyer an…
processes routine orders or reorders for products that were a…
selling in a conventional sense and identifies prospective cu…
the practice of building ties to customers based on a salespe…
Personal Selling
involves the two-way flow of communication between a buyer an…
order taker
processes routine orders or reorders for products that were a…
9 terms
Personal selling
Personal selling
Generate & quality leads
Cold calls
Pre-approach
is a method in which one party uses skills and techniques for…
learning about the customer
an unsolicited visit or telephone call made by someone trying…
occurs prior to meeting the customer
Personal selling
is a method in which one party uses skills and techniques for…
Generate & quality leads
learning about the customer
200 terms
Personal Selling
A salesperson should not lose his or h…
Jeremy is interested in buying ten new…
Which of the following is a characteri…
Which of the following is a reason why…
Resilience
​"Because the engine is less powerful, it is more fuel effici…
It classifies accounts on the basis of sales potential.
Today's buyers are busy, and many are reluctant to see salesp…
A salesperson should not lose his or h…
Resilience
Jeremy is interested in buying ten new…
​"Because the engine is less powerful, it is more fuel effici…
81 terms
personal selling
Qualitative performance criteria
Quantitative performance criteria
Performance criterion
Performance evaluation
represent the salesperson's major job activities and indicate…
•are best for effectively evaluating performance; represents…
serve as the basis for evaluating a salespersons performance
•refers to a formal, structured system of measuring and evalu…
Qualitative performance criteria
represent the salesperson's major job activities and indicate…
Quantitative performance criteria
•are best for effectively evaluating performance; represents…
Personal Selling
Sequence of philosophies of marketing
Production era philosophy
Sales Era
Marketing Era
Production era, sales era, marketing era
"If you build it, they will come". If you can produce somethi…
AIDA Model. Sell sell sell hard.
"We can study the consumer with a scientific approach to figu…
Sequence of philosophies of marketing
Production era, sales era, marketing era
Production era philosophy
"If you build it, they will come". If you can produce somethi…
Personal SELLING
Original Equipment Manufacturer (OEM)
End users
Profit Margin
Turnover
Purchase goods to use in making products
Producers who buy goods and services to support their own pro…
How much they make on each sale
How quickly it takes to sell the product
Original Equipment Manufacturer (OEM)
Purchase goods to use in making products
End users
Producers who buy goods and services to support their own pro…
19 terms
Personal selling
personal selling
salesperson-owned loyalty
territorial sales force structure
product sales force structure
personal presentations by the firm's sales and building custo…
when customers become loyal to salespeople as well as to the…
salesperson assigned to exclusive area and sells full line of…
sales force sells only certain products or product lines
personal selling
personal presentations by the firm's sales and building custo…
salesperson-owned loyalty
when customers become loyal to salespeople as well as to the…
20 terms
personal selling
prospecting
prospecting goal
pre-approach
pre-approach goals
developing a database of potential customers
establish contact
involves background research: identifying key personnel, revi…
demonstrating dedication to potential account... showcasing comp…
prospecting
developing a database of potential customers
prospecting goal
establish contact
Personal Selling
high cost per contact
flexibility
closes
feedback
personal communication is involved (cost high)
customize the message (prospect = potential customer)
results in direct buying
prospect responds to offer
high cost per contact
personal communication is involved (cost high)
flexibility
customize the message (prospect = potential customer)
25 terms
Personal Selling
Personal Selling
Sales person
The sales force
Sales Force Management
personal presentations by the firm's sales force for the purp…
an individual who represents a company to customers... Best sale…
Critical link between a company and its customers
analyzing, planning, implementing and controlling sales force…
Personal Selling
personal presentations by the firm's sales force for the purp…
Sales person
an individual who represents a company to customers... Best sale…
122 terms
Personal Selling
personal selling
customer value proposition
leaders are skilled at
go to market strategies
human-driven interaction between and within individuals/organ…
collection of buyer specific benefits
selling value, influencing others and developing long term re…
approaches used to add customer while adding value
personal selling
human-driven interaction between and within individuals/organ…
customer value proposition
collection of buyer specific benefits
personal selling
personal selling
value
customer value proposition
go-to-market strategies
phenomenon of human-driven interaction between and within ind…
total benefit that the seller's product and services provide…
the way in which a salesperson's product or service will meet…
the various options that firms have to sell their products. E…
personal selling
phenomenon of human-driven interaction between and within ind…
value
total benefit that the seller's product and services provide…
7 terms
Personal Selling
Personal Selling
Prospecting
Pre-approach
Approach
Prospecting... Pre-approach... Approach... Presentation... Closing... Follow…
Purchasing Leads... Cold-calling... Referrals... Goal: Establish Cont…
Background Research... -Identify key personnel... -Reviewing accoun…
-Make first impression... -Ask for needs... -Build relationship
Personal Selling
Prospecting... Pre-approach... Approach... Presentation... Closing... Follow…
Prospecting
Purchasing Leads... Cold-calling... Referrals... Goal: Establish Cont…
Personal Selling
Structure
Motivation
Stress (Capital equipment sales job)
Interest
Missionary/Trade (well-defined procedure)
Personal recognition-job satisfaction
wade through many rejections
You can not sell something that bores you
Structure
Missionary/Trade (well-defined procedure)
Motivation
Personal recognition-job satisfaction
Personal Selling
sales objection
condition of sale
Negotiation
practical objection
Opposition or resistance to information or to the salesperson…
a situation where an objection becomes a condition of sale su…
refers to reaching an agreement mutually satisfactory to both…
an overt objection based on real or concrete causes... examples,…
sales objection
Opposition or resistance to information or to the salesperson…
condition of sale
a situation where an objection becomes a condition of sale su…
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