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Cards In This Set
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What do customers want from salespeople?
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1. Responsiveness to needs and problems; service2. Knowledge of products and customer applications3. Customer advocacy; partnership development4. Ability to keep customer up to date5. Quality product/service6. Offer technical support7. Offer local or easily accesible representation8. Ability to provide a total solution9. Understanding of customer's business10. Competitive Price
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What are the key success factors in successful selling?
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1. Listening skills2. Follow-up skills3. Tenacity - sticking with a task4. Well-organized5. Ability to adapt sales style from situation to situation6. Verbal communication skills7. Proficiency in interacting with people at all levels of a customer's organization8. Demonstrated ability to overcome objections9. Closing skills10. Personal planning and time management skills
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What are the 3 makor objectives of Customer Relationship Management?
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1. Customer Acquisition (Secure)2. Customer Profitability (Build)3. Customer Retention (Maintain)
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Who are the participants in the business buying process?
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1. Initiators2. Users3. Influencers4. Gatekeepers5. The buyer6. The decider7. The controller
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How do you communicate value?
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1. Hype Product2. Channel Deliverables3. Integrated Mktg Communications4. People: est. trust5. Service Quality6. Corporate Image7. Brand/Technology8. Price
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What are the 5 key questions to ask when qualifying a prospect?
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1. Is there a need we can fill?2. Can we provide value?3. Can we communicate with this person ?4. Does this person have the authority to buy?5. Does the company have the money?
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What are sources of prospects?
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Loyal customersEndless chain referralsNetworking- Friends and relatives- Centers of influence- Bird dogs- Civic and professional groupsDirectoriesInternet- EmailTelemarketingWritten correspondenceTrade showsConferencesCold calls
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What items should be researched before a sales call?
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What are the 8 traditional sales steps?
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1. Prospecting2. Preapproach3. Approach4. Needs Assessment5. Presentation6. Handling Objections7. Gaining Commitment8. Follow-up
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What are 5 possible goals and objectives of a sales presentation?
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1. Educate the customer2. Get the customer's attention3. Build interest for the company's products and services4. Nurture the customer's desire and conviction5. Obtain a customer commitment to action (purchase)
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Selling FAB
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Feature - any material characteristic or specification of the company's products or services.Advantage - a particular product/service characteristic that helps meet the customer's needsBenefit - the beneficial outcome to the buyer from the advantage found in the product feature
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What are the 4 types of sales presentation strategies?
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What are types of sales presentation questions?
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What is Spin selling? and what does SPIN stand for?
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What are the guidelines for Active Listening?
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1. Listen patiently2. Try understanding the feeling being expressed3. Restate the person's feelings4. Allow time for discussion to continue without interruption5. Avoid direct questions and arguments about facts6. Repeat points you want to know more about7. Listen for what is not said8. When solicited, be honest in your reply9. Do not get emotionally involved10. BE QUIET
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