Term
For most salespeople, sales increases from year to year are
due to increasing the revenue
from _________ accounts. |
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Definition
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Term
What are the
5 Stages of Partnerships? |
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Definition
- Awareness
- Exploration
- Expansion
- Commitment
- Dissolution
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Term
| The EXPLORATION stage consists of: |
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Definition
- Setting the right expectations
- Monitoring order processing
- Ensuring proper use of the product
- Assisting in servicing the product
- Follow up
- (call to say thank you, stay in touch to monitor changing needs)
- Making personal visits
- Handling complaints
- Achieving customer satisfaction
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Term
When
handling customer complaints,
a sales rep should: |
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Definition
- Encourage buyers to tell their story
- Determine the facts
- Offer a solution
- Follow through with action
- Achieve customer satisfaction
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Term
| In taking action to handle customer complaints, what questions affect the action that should be taken? |
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Definition
- What is the dollar value of the claim?
- How often has the customer made the claim? (Specific case should be investigated vs. general case)
- How will the action taken affect other customers?
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Term
| What are the keys to handling rude or irate customers? |
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Definition
- Follow the golden rule -
- treat the way you want to be treated
- Prove you listen
- Don't justify, excuse, or blame others
- Do the hard things first
- Call back if the customer hangs up
- Give the customer someone else to call, but only in case you are not available
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Term
The following are examples of the _________ stage of partnerships
- Generating reorders
- Upgrading
- Full-line selling
- Cross-selling
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Definition
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Term
| In order to generate repeat orders, customers should: |
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Definition
- Be present at buying time
- Help to service the product
- Provide expert guidance
- Provide special assistance
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Term
| Also called upselling, __________ is convincing the customer to use a higher-quality product or a newer product. |
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Definition
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Term
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Definition
| Selling the entire line of associated products. |
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Term
| Similar to full-line selling, except the additional products sold are not directly associated with the inital products. |
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Definition
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Term
| The 7 tips for effective cross selling are: |
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Definition
- Product knowledge
- Cross-selling skills
- Incentives
- Reasonable quotas or goals
- Results tracking
- Timing
- Performance appraisals
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Term
| What does the COMMITMENT stage of partnerships consist of? |
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Definition
- Securing complete commitment from both companies
- Managing changes
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Term
| Important factors of the COMMITMENT stage of partnerships are: |
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Definition
- Securing commitment to a partnership (trust, honesty, good ethics, creating a culture that fits with the buyer's organizational culture)
- Commitment must be complete (should permeate both organizations from top to bottom)
- Communication (seller must proactively seek to communicate with buyer on more than just selling occasions)
- Corporate culture (values and beliefs held by senior management)
- Being the preferred supplier
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Term
| In __________ direct communication settings, companies communicate through a single buyer or purchasing agent and the salesperson. |
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Definition
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Term
| In direct communication between partners, ___________ allow direct communication between members of the selling and buying companies. |
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Definition
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Term
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Definition
| Traditional Buyer-Supplier Interface |
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Term
| The salesperson acts as a _________ _______, which is a cause of change in the organization. |
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Definition
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Term
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Definition
Advocates or internal salespeople working for the buying firm in the areas most affected by the proposed change and work with the salesperson to make the proposal successful. |
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Term
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Definition
| Salesperson examines the specific needs and wants of the various constituencies in the account to position the change for the greatest likelihood of success. |
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Term
| In order to act as a change agent, salespeople should... |
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Definition
- Find Champions
- Position the change
- Determining the necessary resources (what resources are needed to secure the buyer's commitment given the situation?
- Developing a time-based strategy (set a strategy for proposed change and then set that strategy against a timeline)
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Term
| DISSOLUTION happens because of what major factors? |
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Definition
- Limited personal relationships
- Failing to monitor competitor actions
- Falling to monitor the industry
- Falling into complacency
- Conflict
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Term
| What does a 'follow-up' signal? |
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Definition
salesperson is:
- dependable
-customer oriented |
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