Sales Final

Accountability

taking responsibility for success or failure

Amiables

individuals low in assertiveness and high in responsiveness and appreciate getting to know people on a personal level

Analyticals

individuals low in both assertiveness and responsiveness and appreciate getting to know people on a personal level

Articulate

expressing oneself readily, clearly, and effectively

Assertiveness

the degree to which people have opinions about different issues, and their need to express those opinions to others

Drivers

individuals high in assertiveness and low in responsiveness

Emotional Intelligence (EQ)

the ability to understand your and others’ emotions and to use your awareness of those emotions to manage and control your behavior and relationships with others

Personal Competence

the sum of self-awareness, self-management, and self-motivation

Self-management

the ability to control or direct disruptive impulses and moods, the capacity to suspend judgement and to think before acting

Social Awareness

the ability to understand the emotional makeup of others and the skill to treat people according to their emotional reactions

Social Competence

the combination of social awareness and relationship management skills

Speaking/Listening Differential

the difference between the number of words people can speak per minute vs. the number of words they can hear per minute

Expressives

individuals high on both assertiveness responsiveness and like to make decisions based on their intuition or “gut feeling”

Relationship Management

the ability to proficiently manage relationships and build networks

Acknowledge Method

the salesperson lets the buyer talk, acknowledges that they’ve been heard, pauses, and then steers the conversation toward something they can control

Direct Denial

responding to an incorrect objection by directly correcting the buyer’s mistake or misunderstanding

Need Objection

the objection expressed by a buyer with no perceived need

Overcoming objections, addressing concerns

a salesperson’s attempt to answer or resolve a buyer’s objection or concern

Source objection, company objection

an objection expressed when the buyer is reluctant to proceed based on their perceived reputation of the salesperson’s company

Time objections

when a buyer responds that they don’t have time to meet or they need time to think about their decision

Product objection, service objection

an objection raised by a prospective buyer who perceives their need is not met by the features or characteristics of the product or service

Indirect Denial

responding to a buyer’s incorrect understanding by agreeing that the objection is important to expressing understanding before correcting them

Forestalling

addressing a likely objection before the buyer voices it

Referral method, third-party reinforcement, feel-felt-found

the salesperson provides examples of other people with similar objections, who changed their mind after using the product or service

Revisit, translate, or boomerang method

a response that uses the buyer’s objection, but with a different rationale that provides a reason

Alternative choice method, legitimate choice method

the salesperson asks the buyer to choose from a set of options

Assumptive closes

the salesperson assumes without asking that a buying decision has been made

Benefit summary method

summarizing those agreed-to benefits before asking for a commitment

Benefit-in-Reserve closes

the salesperson’s discounting the offer or improving the terms when the buyer rejects the first attempt to close

Direct Request

asking for a commitment in the most straightforward and plain terms, leaving no room for interpretation

Emotional Closes

attempt to create fear or sympathy by describing a consequence of not buying for either the buyer or salesperson

Closing

asking for and securing a commitment from a customer or prospect

Scarcity-based closes

attempts to create buyer urgency by describing the end of an opportunity or limited availability

Trial Closes

questions to assess the customer’s incremental commitment to the offering

Trial Offer

the salesperson allows the buyer to try the product or service for a limited time, often at no charge

Customer’s vision

what the customer believes the product or service wil accompish

Buying Signals

indications that the customer is ready to purchase

Co-creation

when the salesperson and customer combine their expertise and knowledge to define the solution with the optimal value

Opportunity cost

the return a customer would have earned from using the same investment for a different purpose

Time to break-even

the length of time for an investment to be returned

Persuasive Presentation

a presentation to influence the customer’s beliefs, attitudes, and behaviors to encourage buyer action toward an improved outcomes

Proof Devices

any form of evidence such as a statement, testimonial, research study, or customer feedback that conveys the value of an offering

Comparitive cost-benefit analysis

contrasting the customer’s current value with the value of the proposed solution

Informative Presentation

a presentation emphasizing factual information often drawn from marketing produced literature, technical specifications, or other company-prepared reports

Loss Aversion

the tendency to prefer avoiding losses to acquiring equivalent gains

Request For Proposal (RFP)

the customer’s specifications for the solution as well as the timelines, deliverables, and logistics

Sales asset management system

a syatem to store, categorize, and find digital media when needed

Sales enablement

the process of providing the sales force with information, content, and tools to help salespeople be more effective

Deontological Ethics

making decisions by never deviating from certain moral rules or behaviors

Ethical Dilemma

situations in which there is no possible solution that can resolve the situation in an ethically acceptable fashion

Ethical Work Climate

the culture of an organization with respect to questions of right and wrong

Ethics

the moral principles that govern a person’s behvior

Bribery

offering a customer money or gifts for the express purpose of winning that customer’s business

Business defamation

making false, deceptive, or disparaging statements about competitors or competitive products

Code of Ethics

the guidelines that sales organizations believe all of their salespeople should follow

Servant Leadership

a style of leadership that promotes ethical actions among salespeople

Teleological Ethics

a framework that assumes the action or behavior itself cannot be good or bad; however, the outcome or consequence of the action on others can be positive or negative

Tying agreement

when two products can only be purchased together (not separately)

Values

specific traits, behaviors, and attitudes that a person believes are good, desirable, or worthwhile

Price discrimination

when the product is sold at different prices to different buyers

Puffery

making hyperbolic, exaggerated product claims that can neither be proven nor disproven

Reciprocity

a transaction that suggests, “if you buy from us, we’ll buy from you’

Cooling-off laws

give customers a three-day right to return products that are purchased under certain circumstances

Fraudulent Misrepresentation

making false, deceptive, or misleading claims about the product they are selling or about the services that accompany that product

Green River ordinances

establish rules and procedures that salespeople must follow when calling on residents in their homes