Personal Selling Exam #3

Follow up and service

Activities that maintain customer satisfaction and encourage repeat business after the sale is completed.

importance of follow up and service

builds loyatly and trust, reduces returns and complaints, generates referrals and repeat sales, and enhances reputation and long term profitability

Levels of business friendships

acquaintance, friendly, and partner

Acquaintance Level

basic professional interaction; minimal personal connection

Friendly Level

positive relationship; moderate interaction, trust begins to develop

partner level

deep, on going relationship; mutual business beneftis, high trust and loyalty

relationship marketing

strategy focused on long-term customer engagement rather than one-time sales

levels of Relationship marketing

transactional, reactive, accountable, proactive, partnership

transactional RM

focused on single sales events

reactive RM

responds to customer needs after they arise

accountable RM

regularly checks in with customers

proactive RM

anticipates customer needs before they ask

partnership RM

full integration with customers business; shared goals

RM relationship to follow up

follow up activities are essential in moving customers up the RM levels

cognitive dissonance

discomfort a customer feels after a purchase, especially if they have doubts about the value or quality

goal of cognitive dissonance

increase satisfaction, reduce buyers remorse, and strenghen loyalty

best practices in post-sales service

Quick responses to questions/complaints, Personalized follow-ups (calls, emails), Providing training or user guide, Regular check-ins for recurring products/services, and Offering loyalty programs or special deals.

Use of Technology to Provide After-Sale Service

CRM systems (track customer interactions and follow-ups), Automated emails and satisfaction surveys, Helpdesk software and chatbots for 24/7 service, and Mobile apps for troubleshooting, order tracking, or feedback collection

account penetration

increasing the sales to an existing customer by selling more products/services or cross-selling

strategies for account penetration

Understand the customer’s business fully, introduce complementary products, and build strong relationships to encourage trust in upselling.

value/purpose of sales territories

Divide sales resources efficiently, maximize coverage while minimizing travel/time costs, and identify high-potential accounts.

account objectives

specific goals for each account (increase purchase frequency)

account quotas

target sales volume or revenue for a given period

account evaluation

assess account potential vs. current performance and focus on high value or strategic accounts

account penetration (account analysis)

increase business within existing accounts through cross selling or upselling

routing and scheduling

Optimize sales calls based on geography and priority. Use tools like GPS, CRM data, or scheduling software and Goal: Minimize travel time, maximize face-to-face interactions.

trends in selling

Digital tools for prospecting and follow-ups, Personalization and consultative selling, Data-driven sales strategy, and Multi-channel engagement (social media, email, in-person).

Fundamental Techniques in Handling People

dont criticize, give honest appreciation

six ways to make people like you

show genuine interest, smile

win people to your way of thinking

avoid arguements, show respect for opinions

be a leader: how to change people without giving offense

praise improvement, ask questions rather than give orders

applications in selling

• Build rapport with customers.

• Influence decision-making without being pushy.

• Manage objections tactfully.

• Strengthen long-term client relationships.

statement approach

make a factual statement about the prodcut

question approach

ask a question to engage the prospect

product approach

present a feature or benefit to spark interest

combination approach

mix statement and question for engagement

Carnegie Principles and Persuasion/Presentation Mix

• Focus on building trust, showing appreciation, and understanding needs.

• Effective in the approach, presentation, and closing stages.

Connecting carnegie with ABC’s text

• Carnegie: Focus on human relations and influence.

• ABC: Focus on structured sales process (Approach, Body, Close).

• Together: Human connection enhances process efficiency and persuasion.

volume quotas

targets based on the amount of product sold or revenue generated (must sell $100k worth of products)

profit quotas

targets based on profit generated, not just sales revenue (achieve $30k in net profit from sales)

activity quotas

targets based on sales-related activities rather than results ( make 50 cold calls a week or conduct 10 client meetings per month)

expense quota

limits or targets related to spending on sales activities (keep travel expenses under $2k per month or limit marketing promotion costs per account)