professional selling exam 1

what won’t buy a client

money

what should you do if you ever have a problem with somebody

punish the behavior, not the person

what should you do if something isn’t subjectively ethical

hand it off

what do businesses buy on

derived demand

consumers and businesses buy identically except:

businesses buy on spec and consumers buy what is available

businesses _ and consumers _

reorder; make another visit

types of organizational buying decisions

new task; straight rebuy; modified rebuy

new task

new product, new vendor

straight rebuy

same product, same vendor

modified rebuy

one of them is changed

buying center

user; influencer; gatekeeper; decider

user

actually uses product

influencer

not on payroll but influence decision

gatekeeper

control flows of information to decision maker

decider

formal or informal buying power

first sales meeting

gather information

when you give people visuals

give them one at a time

with client, and something is going to be brought up “later”

be specific when it will be mentioned

what not to do at first meeting:

don’t blow off joke; no rapport; refrain from explaining; steering conversation too much

what to do at first meeting:

take control of conversation subtly; keep bringing up marketing (if talking to marketing official); bridging; make remark about time - more flexible

bridging

put someone’s last remark at the start of their next remark seamlessly

sales meeting what to do

take notes; mentions marketing a lot; let client talk and wanted their perspective; made client feel special

final meeting what to do

set precedent that CEO was going to be there; gave points why CEO should be there beforehand; tell clients how long you need

what to do when client gets phone call

leave the room

never finish meeting over phone

always present in person

3 disclaimers

nobody can agree on # of types; nobody is 100% a personality trait; 4 types are split evenly

everyone buys based on

emotions

steady relater

athletese + externally motivated competitive salespeople; status + image (newest, fastest, best) easily influenced

amiable

occ. nursing, caretaker, nonprofit; first to take it back; believe in relationship itself, give up trust quickly

analytical

occ. accounting, finance, engineering, sciences; uses logic the most (needs a reason), data, #, %

driver

nobody is born a driver, usually an amiable that got trust broken (can be best client); being in control + not wasting time (ceo)

how people interpret information

no correlation w/ personality + interpretation; visually; auditory; kinetically; it is completely irrelevant the type or personality of a salesperson = be able to adapt

visually

by seeing things

auditory

by hearing (paint word pictures), (tell a long story)

95% of people interpret information

visually and auditory

compensation technique

cannot handle objection so you try to compensate/minimize in bigger picture

matching/modeling

copy body language to create inadvertent friendship

non-verbal communication disclaimers

works 90% of the time; difficult for analyticals; positive: helping message; negative: hurting message

non-verbal communication: body language

angle; face; arms; hands; legs

face

interested = pupils dialate, eyes get bigger; looking straight at you = passively receiving info; turn eyes/head to right = examining logic (client); turn eyes/head to left: examining emotion; staring down: intensely concentrating (usually positive); tightness in cheek/jawline/ neck = tension/anger; blushing = embarassment/anger

angle

leaning back = highly negative; if moving in north/south direction = positive; shifting side to side = negative; leaning forward = highly positive

arms

greater arm movement = strong opinion; crossing arms = very negative

hands

palms opened/relaxed = positive; clenched fists = negative

legs

uncrossed = positive; crossed legs = neutral; crossed legs + angled = negative

communication principles: verbal messages

use of words; voice characteristics; questions

use of words

characteristics; painting word pictures; tailoring words to the customer

characteristics

emotional or neutral; abstract or concrete

painting word pictures

take an image in your brain = place it in brain of receiver

tailoring words to the customer

are they visual, auditory, or kinetic?

voice characteristics

speech rate; loudness; inflection; articulation

speech rate

avg. person speaks + listens at 140 words/min; until you figure out how fast someone is listening, speak faster rather than slower

loudness

don’t use artificial ways to enhance your voice (mic)

inflection

mix up tone when speaking; monotone can lead to message getting lost

articulation

slow down + hit every syllable when encountering a difficult word to pronounce

questions

open-ended; closed-ended; leading

open-ended

question that can’t be answered yes/no/alt choice; why? used to collect information

closed-ended

only answered yes/no/alt (do, did, etc.); helps confirm information

leading

already know the answer to

communication principles: listening

repeating info; clarifying info; summarizing info; silences

active listener

hears what is being said, filter important info + creates their response

repeating info

word-for-word no changes

clarifying info

weakness: clarifying back to own person type

summarizing info

summarize to build emotion

silences

actual amount, how long it appears (both sides)

reactive listener

waits until you’re done talking + then responds

spacing

combo of open + closed questions never asking more than 3 in a row of each type

copy someones body language

zone of friendship

#1 rule of body language

don’t match bad body language

#2 rule of body language

don’t try to catch up

#3 rule of body language

first few times you’re going to suck at it

sending messages non-verbally: face

smile naturally (don’t practice)

sending messages non-verbally: eye contact

make eye contact w/ everyone in room

sending messages non-verbally: hand movements

never point, use soft gestures (can point at board or powerpoint)

sending messages non-verbally: posture

people interpret your product, the way your posture; too stiff = product is inflexible; don’t slouch = lazy/underperforming

matching

copy someones body language (zone of friendship)

sending messages non-verbally: handshakes and touching

never extend hand first to shake (some ppl don’t like being touched)

non-verbal communication: appearance

dress professionally neutral, default to most conservative appt. of the day

income exercise

(income [goal]/weeks worked [annual])/avg. commission per sale = closing ratio