Selling Today Partnering to Create Value 14th edition Gerald L. Manning, Michael Ahearne, Barry L. Reece - Solutions

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Explain the summary-of-benefits close (step-by-step close).
Which of the following statements, often made by prospects, would you interpret as buying signals?a. “How much would the payments be?”b. “Tell me about your service department.”c. “Our company already has an older model that seems good enough.”d. “We do not have enough cash flow right
You are an accountant who owns and operates an accounting service. You have been contacted by the president of an advertising agency about the possibility of having you audit her business on a regular basis. The president has indicated that she has investigated other accounting firms and thinks
Zig Ziglar (d. 2012), Brian Tracy, and Tom Reilly are wellknown authors and speakers on the subject of closing the sale. Access each of their websites— www.ziglar.com , www.briantracy.com , www.tomreillytraining.com —and research the books, courses, and videos they have available for companies
If the prospect is ready to buy before you have presented all of your selling points, should you make an effort to complete your sales presentation? Explain your answer.
Books have been written explaining hundreds of different closes that salespeople can use. One close that some salespeople commonly use is called the impending doom close. This is one of many closing techniques we would never recommend in our book.Using your search engine, find out how this
The team at Heart of Niagara can help make your dreams come true. The team can help you plan a special event—large or small—in one of several venues. If you want to show appreciation to your retiring chief executive officer, the Heart of Niagara team will make sure the party is truly special.
Explain how full-line selling fits into the definition of customer service. How does full-line selling differ from cross-selling ?
List and describe three current developments in customer service.
You are a salesperson working in the paint department at a Canadian Tire store. A customer has just purchased 75 litres of house paint. Assume that your store carries everything in the painting line and list as many items as you can think of that could be used for expansion selling.Explain how your
You work as a wholesale salesperson for a plumbing supply company. One of your customers, a contractor, has an open line of credit with your company for$10 000 worth of products. He is currently at his limit;however, he is not overdue. He just received word that he has been awarded a $40 000
You have just interviewed for a job that you would really like to have. You have heard that it is a good idea to follow up an interview with a thank-you note or letter and an indication of your enthusiasm for the position.Select the strategy you will use for your follow-up and explain why you chose
Using your search engine, examine the Internet for information on customer satisfaction. Type in “customer satisfaction + selling.” Are you surprised by the number of queries on this subject? Examine some of the queries related to what customers have said about specific company customer service
Buyer’s remorse was explained in Chapter 14 . It is a common response customers have after making an important purchase. You are a salesperson who has been very successful selling cars to young families.Knowing that buyer’s remorse is a common response, how can you use this to help service a
Professional buyers often learn to use specific negotiation tactics in dealing with salespeople. List and describe two tactics that are commonly used today.
There are many information sources on selling careers and career opportunities on the Internet. Two examples include Monster.com and CareerBuilder.com. Search the Internet for information on selling careers.Use your search engine to find career information on a pharmaceutical representative, a
Shelly Jones, a vice president and partner in the Chicago office of the consulting firm Korn/Ferry International, has looked into the future and he sees some new challenges for salespeople. He recently shared the following predictions with Selling Power magazine:a. Salespeople will spend more time
For each of the following job classifications, list the name of at least one person you know in that field:a. Full-time person who sells a serviceb. Full-time inside wholesale salespersonc. Full-time manufacturer’s salespersond. Full-time retail salespersonInterview one of
What are four sources of recruiting new salespeople?
Table 16.2 describes six “five-minute stress busters” to reduce stress. Which of these do you think are most important for persons employed in the sales field? Explain.
You are currently a sales manager employed by a company that sells long-term care insurance. Tomorrow you will meet with five new sales trainees. Your major goal is to explain why it is important to service the sale. What important points will you cover?
John Ruskin says that it is unwise to pay too much when making a purchase, but it is worse to pay too little. Do you agree or disagree with this statement? Explain.
List and describe the five basic compensation plans for salespeople.
List and describe three guidelines that should be followed when you design a sales motivation program based on external rewards.
What should sales managers look for in selecting new salespeople? Describe at least three important qualities.
What is a job description? Explain the importance of job descriptions in selecting salespeople.
List and describe the four basic steps involved in coaching.
What are the two main leadership qualities displayed by most successful sales managers? Define and explain each of these qualities.
Are all sales managers’ duties the same? Explain.
What is the difference between leadership and management?
What is the definition of “stress”? What are some indicators of stress?
Describe the most common records kept by salespeople.
What is a sales call plan? Explain how it is used.
Effective territory management involves two major steps. What are they?
List four techniques the salesperson should use to make better use of valuable selling time.
List and briefly describe the four goal-setting principles.
Opportunity management has been described as a four-dimensional process. Describe each dimension.
Describe how a salesperson is much like the individual who owns and operates a business.
Describe the steps for partnering with an unhappy customer.
What types of customer service problems might be prevented with the use of a call report?
Define upselling and explain how it can add value.
This chapter describes the value of the lifetime customer. Is it realistic to believe that people will become lifetime customers in our very competitive marketplace?
How does credit become a part of servicing the sale?
Adding value with follow-through can involve several post-sale services. List five possible services.
List and describe the major current developments in customer service.
Define customer service. List the three major activities associated with this phase of personal selling.
What confirming steps should a salesperson follow when the customer says yes? What should be done when the customer says no?
Explain the summary-of-benefits close (step-by-step close).
What is meant by a trial close (the minor point close)? When should a salesperson attempt a trial close?
Is there a best method to use in closing the sale? Explain.
Define the term “incremental commitment.” Why is it important to achieve incremental commitments throughout the sale?
Why is it important to review the value proposition from the prospect’s point of view?
What guidelines should a salesperson follow for closing the sale?
Describe three buying anxieties that sometimes serve as barriers to closing the sale.
List some aspects of the sales presentation that can make closing and confirming the sale difficult to achieve.
Discuss the merits of using need-satisfaction questions to negotiate buyer concerns.
What is the most common reason that prospects give for not buying? How can salespeople deal effectively with this type of concern?
List eight specific strategies for negotiating buyer resistance.
Explain the value of using probing and confirmation questions when negotiating buyer concerns.
How does the negotiations worksheet form help the salesperson prepare to negotiate buyer concerns?
List the common types of buyer resistance that might surface in a presentation.
Explain why a salesperson should welcome buyer concerns.
What are some of the common sales functions performed by small laptop computers and demonstration software?
Describe the audiovisual presentation fundamentals.
Explain how magazine and trade journal reprints can be used to assist the salesperson in a persuasive sales presentation.
Describe the merits of a bound paper presentation. What can be done to strengthen the persuasive power of a bound paper presentation?
What are the guidelines to be followed when developing a persuasive sales presentation?
Explain why a salesperson should organize the sales presentation so that it appeals to as many of the five senses as possible.
Discuss the advantages of using the presentation worksheet.
List the guidelines to follow in planning an effective consultative presentation.
Distinguish among the three types of need-satisfaction presentations: informative, -persuasive, and reminder.
Describe how to transition to the presentation part of the consultative sales presentation model.
Describe the nature of the need discovery process when working with a transactional buyer.
Describe the ideal time allocation for each part of the consultative sales presentation between the salesperson and the prospect.
Describe the three dimensions of selecting a product solution.
Discuss the three dimensions of need discovery.
Define the term “buying conditions.” What are some common buying conditions?
List and describe the four types of questions commonly used in the selling field.
Describe the findings of the two major research projects on the strategic use of questions in selling.
List and describe the four parts of the Consultative Sales Process Guide.
What methods can the salesperson use to convert the prospect’s attention to the sales presentation?
What are some rules to follow when leaving a message on voice mail? On e-mail?
Briefly describe the four guidelines that can help you make a good social contact.
What are the major objectives of the approach?
Describe the major steps in the presentation plan. Briefly discuss the role of adaptive selling in implementing the presentation plan.
Compare and contrast team sales presentations and individual sales calls
Why should salespeople establish multiple-objective sales presentations? List four possible objectives that would be appropriate for stage one and stage two of the buying process.
Explain the role of objectives in developing the presale presentation plan.
What is the purpose of the preapproach? What are the two prescriptions included in the preapproach?
Describe two popular models for performing the account analysis.
When is sales intelligence important? What are the three most important pieces of sales intelligence a salesperson needs to know?
What are the most common methods of organizing prospect information?
What does the term “qualifying” mean? What are the four basic questions that should be answered during the qualifying process?
What is “networking”? How might a real estate salesperson use networking to identify prospects?
Explain how the endless chain referral prospecting and account development method works.
List the major sources of prospects.
Describe three steps progressive marketers are taking to improve the quality of the prospecting and account development effort.
List and briefly explain the common causes of customer attrition
J. D. Power, founder of J.D. Power and Associates, says, “We define quality as what the customer wants.” Do you agree or disagree with his observations? Explain your answer.
What is meant by the term “perception?”

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Selling Today Partnering to Create Value 14th edition Gerald L. Manning, Michael Ahearne, Barry L. Reece - Solutions

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