Questions and Answers of Selling Today Partnering

Assume that you are a salesperson who calls on retailers.For some time, you have been attempting to get an appointment with the head buyer for one of the best retailers in the city to persuade her to
Tom Nelson has just graduated from Red River College with a major in marketing. He has three years of experience in the retail grocery business and has decided he would like to work as a salesperson
Concepts from Dale Carnegie’s How to Win Friends and Influence People can help you prepare for the social contact. Access the Dale Carnegie Training website ( www.dalecarnegie.com ) and examine the
Canadian author and sales trainer Steven J. Schwartz is internationally known for his expertise in helping salespeople get appointments. Visit his website at www.hotcoldcalls.com and hit
You are being interviewed for a sales position with a national electronics retailer. The job is very important to you as it will help pay your living expenses while you complete your studies. During
The global construction industry is a lucrative market, with customer needs ranging from measuring products to sophisticated construction solutions. Hilti, the company featured in the vignette at the
Describe the process of active listening, and explain how it can improve the listening efficiency rate.
When Deborah Karish wakes up in the morning, she does not have to worry about a long commute to work. Her office is in her home. As an Amgen ( www.amgen.com )pharmaceutical sales representative,
Develop a list of the sales tools that the salesperson should consider when planning a sales demonstration.
In many selling situations, it is difficult, if not impossible, to demonstrate the product itself. List other means that can be used to demonstrate product features and benefits.
Develop a list of sales tools you could use in a job interview.What tools could you use to demonstrate your skills and capabilities?
As noted in this chapter, demonstration software is becoming increasingly popular. Real estate salespeople are using this software to showcase homes to prospective buyers. Assume you are a
You have decided to try tutoring as a means of earning some extra money. Which sales tools would be appropriate for you to use? Which sales tools should you consider developing as you prepare
Bring a product of your choice to class and be prepared to give a presentation that will include a product demonstration.Consider how you can use telling, showing, and, most importantly, involvement.
Ecolab ( www.ecolab.com ) is the global leader in cleaning, sanitizing, food safety, and infection prevention products and services. With more than 14 000 sales and service experts, Ecolab employs
List the common types of buyer concerns that might surface in a presentation.
When a customer says, “I want time to think it over,”what type of resistance is the salesperson encountering?Suggest ways to overcome this type of buyer concern.
Research for this chapter’s Adaptive Selling Today Training Video revealed that anger does surface during the sales presentation and can be very challenging to negotiate.Anger can be something the
As was shared by the doctor, it is not unusual for a customer to experience skepticism and doubt about the pricing, timing, supplier, need, and/or product solution during the sales process.
Research also reveals that the most common problem in negotiations is the price problem. Customers often want to be sure they are getting the best price possible, as well as the best product
The action of “walking away” from a potential sale is often considered a high-risk negotiations strategy. What three actions did Lana employ before she walked away from the sale?
Each year, public and private organizations send thousands of employees to meetings held at hotels, motels, convention centres, conference centres, and resorts.These meetings represent a
Explain how the multiple options close might be used in the sale of men’s and women’s suits.
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
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
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 ,
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
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
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
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
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
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?
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
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
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
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
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
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?

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