Pro Sales Midterm- Fifield – Flashcards
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EAT
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Encourage Accountable (Hold) Train
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Begin with...
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The end in mind
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People hate being.... but love...
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sold, buying
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Business is all about successfully building and maintaining:
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Relationships
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Who is the most important person in your life?
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Self
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The 3 keys to personal selling are the right ____, the right ______, the right ______
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Mindset, skill-set, toolset (?)
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4 key stakeholder relationships in business
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Buyer, owner, employee, ??
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Who is the ultimate employer?
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Buyer (?)
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Personal selling definition
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Interactive process w/ win-win end in mind, in which every process is value driven
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What is the #1 leading indicator of business growth?
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Sales growth
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2 functions of business that drive operating results?
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1. Sales (generates orders) 2. Operations (oversees process)
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What is a business' only long-term sustainable advantage?
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Learn what's happening in the market faster than competition.
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Buying is based on ______, not ______
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feeling, thinking
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Selling and distribution channels
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1. Business selling to business 2. Business selling to consumer
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To overcome waste, work ________, _______ or do work _______ _____ ______ ____
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smarter, faster, right the first time
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Two most often noted characteristics of successful salespeople:
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Ego-drive, (Want to win), empathy (understand emotions of others)
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Are salespeople born or made?
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Empathy can be taught, but ego-drive is a born characteristic
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What is the best way to improve selling results quickly?
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Increase the amount of interactions with qualified prospects
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How can your amount of selling interactions be increased?
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Work smarter, faster, get it right the first time
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4 key operational drivers of business:
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1. Protect throughput 2. Reduce inventory 3. Reduce operating expenses 4. Reduce flow time
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What are the 3 key elements of any business sales strategy?
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1. Grow sales 2. Expand expenses (New products/ services) 3. Retain profitable customers
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Salesperson's dilemma is
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When do I compete, vs. when do I collaborate/ cooperate
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Relationship selling (Conflict, Relationship)
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Low, High
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Functional selling (Conflict, Relationship)
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Low, Low
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Transactional sales (Conflict, relationship)
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High, low
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(??) Strategic sales
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High, high
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Two support columns for "bridge to change"
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Relationship skills, Communication Skills
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Three spans for "bridge to change"
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What to change What to change to How to cause the change
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5 perceived factors of mutual trust
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1.Dependability 2. ??? 3. Competency 4. Honesty and Integrity 5. Likeability and its four critical elements
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Four critical elements of likeability*
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Friendliness Relevance Empathy Realness
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Six ways to influence people you like (Carnegie)
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1. Become genuinely interested in others 2. Smile 3. Remember the other person's name 4. Be a good listener and encourage others to talk about themselves 5. Talk in term of the other person's interests 5. Help other person feel important
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What is the #1 reason people buy from salesperson?
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What the person looks like
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How important is the first impression
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80%
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5 most influential words in English language
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You Free Because Instantly New
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(5) Phases of long-term business partnering development
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1. Awareness 2. Exploration 3. Expansion 4. Commitment 5. Dissolution
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3 guides of personal ethics
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1. Golden Rule 2. WWJD 3. Don't do it, just say no (If first two don't solve it)
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Factors influencing the the ethical behaviors of salespeople
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1. Personal, company, customer needs 2. Company policies 3. Values of significant others 4. Customs and laws
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Personal code of ethics: Serve 1. ? 2. ? 3. ? 4. ?
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God first employer customer myself/family
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No pain no _________, no ________ for either the buyer or seller
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change, gain
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Understanding the buying center requires 4 pieces of information:
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Who How When What
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Types of customers
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1. Original Equipment Manufacturers (OEMs) 2. End users 3. Re-sellers 4. Government agency 5. Institutions 6. Consumers and individuals
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4 buyer response modes
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Growth Trouble Even kiel Overconfident
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Derive and direct demand... Almost all demand is
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Derived
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8 classical steps to buying process
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1. Recognize need/ want 2. Define product type needed to fulfill need/want 3. Development of detailed specifications 4. Search for qualified suppliers (RFP) 5. Acquire and analyze the proposals received from suppliers (Respond to the RFP) 6. Evaluation of proposals and selection of a supplier 7. Placing and receiving the order 8. Evaluating the product's performance once it's implemented
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Types of Buying Decisions
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1. Straight Rebuy 2. New Tasks 3. Modified Rebuy
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Roles or influences within buying center
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Users Initiators Gatekeepers Economic Decision makers Coaches/ Champions
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Value = _________ - __________
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Benefits, costs
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Matching their ______ to your __________
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wants, capabilities
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People don't trust _______ you know until they trust _________ you know
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what, that
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We practice ___________ selling, not ______________ selling
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heart, hard
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2 causes of miscommunication, in order
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(#1) Assuming you communicated, self -talk (#2)
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Noise is also called verbal ____________
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grafitti
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4 voice characteristics
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1. Rate of speech 2. Tone of speech 3. Voice Inflections 4. Articulation
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"The tools we use to dig up the treasure" (6)
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1. Open-ended, close-ended, contained and confirming questions 2. Encourage full responses 3. Space out your questions 4. Ask short, simple, clear and concise questions 5. Avoid leading questions 6. Use questions to maintain the flow of information.
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The Learning Conversation, 3 integral steps(TLC)
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1. Ask open-ended questions 2. Ask close-ended, contained questions for clarification 3. Ask summary q's
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Four facets of AAAA selling
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1. Anticipate 2. Adaptable 3. Agile 4. Aligned (human wants, business wants)
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4 categories of social styles
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1. Analytical 2. Driver 3. Amiable 4. Expressive
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Rapport Building and the 4 C's -? -? -? -?
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??
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4 attributes that define customer demand
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1. Quality 2. Responsiveness 3. Variety 4. __________
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Backup social styles (4 A's)
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1. Acquiesce, Accomodate (Amiable) 2. Avoid (Analytical) 3. Autocrat (Driver) 4. Attack (Expressive)
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The acid test of business is _______ ______________
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customer satisfaction
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What are the "life blood" to effective sales results
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quality prospects
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The best prospecting methods are not those that produce the most ____________, but the ones that produce the most ________
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leads, sales and ultimately profits
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SMART goal setting
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Specific Measurable Achievable Realistic Time-based
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When is the ONLY time to utilize seeding
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With technical person -Send info for them to read- highlighted with the info which you will speak about
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Get the buyer
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THIRSTY
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The 3 most important words in highly effective personal selling
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Nurture Nurture Nurture
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Communication harmony is spelled
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L-O-V-E
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J.P. Morgan: "A man always has 2 reasons for doing something. A _________ reason and the _________
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good, real
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#1 TOOL in personal selling
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ACTIVE LISTENING
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TLC is fallback, say "___________"
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"That's interesting, help me understand."
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EVOCS
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Experience Vision Organization Current system Satisfaction
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You should attempt to develop two types of pain:
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Extrinsic- ($) using sales as the metric Intrinsic- "How do you feel about that?"
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Units of Conviction help match:
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Their needs to your wants
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3 steps to the demo
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1. Tell them what you're going to show them 2. Show them 3. Tell them the benefits you showed them
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WIFY language
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-"What's in it for you" -"What that means to you is __________, because __________ which you said was one of your biggest concerns or wants. -Acts as an attention getter because you provided what you said you were going to.
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FBEA
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Features- Car has highest quality analog brakes in market today Benefits- Provide safety YOU said YOU were looking for Evidence- As proved by test by federal government Agreement- "Don't you agree?" Get "yes linkage"
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Need how many trial closes in a standard call?
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10-15
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What step do we ideally close at?
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17 (Value discussion)
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OOPS language... if they don't show that they want to buy in step 17:
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Opportunity cost Out of pocket cost recoveries Personal cost Subsequent risk of liabilities
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3 ego states
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• Parent o Learned experience from parents under age of 6 • Adult o Thinking, Cognitive, Conscious (shaped) o Logically come to conclusion o * not where you make your decision... where you reason the decision o Use active listening to get them to adult mode • Child o Emotions seated here o *Make your decision here o Most emotions are wired (50% are hereditary)
