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Ch 11. How to Successfully Obtain Commitment

Salespeople must maintain a positive attitude, let the customer set the pace, be assertive instead of aggressive, and sell the right product in the right amounts.

Ch 11. Submissive Salespeople

Often excel as socializers, but they rarely try to obtain commitment because they fear rejection too much.

Ch. 11 Trial Order

A small order placed by a buyer to see if the product will work, but this is not commitment

Ch. 11 Direct request method

to simply ask for it without appearing overly aggressive.

Ch 11. Benefit summary method

the salesperson simply reminds the prospect of the agreed on benefits of the proposal - non-manipulative method

Ch 11. Balance sheet method

Sometimes referred to as the Ben Franklin method because Franklin described using it to make decisions. It aids prospects who cannot make a decision, even though no reason for their behavior is apparent.

Ch 11. Probing method

Sales representatives initially attempt to obtain commitment by another method, could be just asking for it. If that is unsuccessful, the salesperson uses a series of probing questions designed to discover the reason for the hesitation. Once the reason becomes apparent, the salesperson asks a what-if question.

Ch 12. What can be negotiated?

Price

Delivery schedules

Payment terms

Financing

Installation

Service agreements

Product features

Warranties

Training

Quantities ordered

Timing and implementation

ch 12. negotiation objectives

Reach a win-win agreement

Maintain profitability

Preserve long-term relationships

Satisfy customer needs

Create mutual value

ch 12. reservation price

The lowest or highest acceptable outcome a negotiator is willing to accept before walking away.

ch 12. BATNA (Best Alternative to a Negotiated Agreement)

The best option available if negotiations fail. A stronger BATNA gives greater negotiating power.

ch 12 Concessions

Items or conditions a negotiator is willing to give up to reach agreement. Effective negotiators exchange concessions strategically rather than giving them away freely.

ch 12. Win-Win Negotiation

An approach where both buyer and seller achieve value and feel satisfied with the outcome.

ch 12. Adaptive Selling

Adaptive selling is the altering of sales behaviors during a customer interaction based on information about the nature of the selling situation.

ch 12. Characteristics of Adaptive Selling

Flexibility in communication style

Adjusting presentations to customer needs

Recognizing personality differences

Modifying negotiation approaches

Responding to customer feedback in real time

ch 12. Importance of Adaptive Selling

it improves:

Customer satisfaction

Trust

Relationship quality

Sales effectiveness

ch 13.