Term
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Definition
| be on time or call if you're going to be a few min. late, make good use of your waiting time, 15 minute rule, when to reschedule |
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Term
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Definition
| making a favorable 1st impression usually results in a prospect who is willing to listen, how you dress, how you look (be well groomed, be confident, smile), modify behavior based on prospect's state, customer's name |
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Term
| very 1st impressions (cont) |
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Definition
| select a seat (be aware of your surroundings, read the prospect's nonverbal cues), getting the customer's attention (prospects use the first few minutes to determine if they will benefit from the interaction, less than 6 minutes to get credibility, presentation openings) |
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Term
| opening that salespeople can use to gain attention |
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Definition
| intro opening (simply intro self), referral opening (tell about someone who referred you to buyer, benefit opening (start by telling some benefit of product), product opening (demo a product feature and benefit as soon as you walk up to prospect), compliment opening (start by complementing the buyer or buyer's firm), question opening (start the convo with a question) |
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Term
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Definition
| should be the goal of every salesperson, small talk, office scanning, consider cultural and personality differences, share goals or agenda |
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Term
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Definition
| maintain the proper perspective and a sense of humor, apologize, think before you speak |
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Term
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Definition
| in selling is a close, harmonious relationship founded on mutual trust |
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Term
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Definition
| questions require the prospect to go beyond a simple yes or no response vs. questions require yes, no or short "fill in the blank" type response. In most cases salespeople need to ask both type of questions, summarize the prospects needs |
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Term
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Definition
| Situation question, problem question, implication question, need payoff questions. Encourages the prospect to define the need, prospect views the salesperson more as a consultant trying to help than as someone pushing a product- Focus on problem not product |
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Term
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Definition
| general data-gathering questions, many situation type questions can be answered through precall info gathering and planning |
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Term
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Definition
| questions about specific difficulties, problems, or dissatisfactions |
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Term
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Definition
| help the prospect recognize the true ramifications of the problem, motivate the prospect to search for a solution to the problem |
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Term
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Definition
| questions about the usefulness of solving a problem, solution centered |
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Term
| reiterate needs you identify before the meeting |
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Definition
| both parties can agree about the problem they are tying to solve |
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Term
| strategy for the presentation |
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Definition
| prepare a set of questions that maximize the use of available time, develop a strategy for the presentation (prioritize buyer needs, discuss features that address buyer needs) |
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Term
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Definition
| relating features to benefits |
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Term
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Definition
| quality of characteristics of the product or service |
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Term
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Definition
| the way in which a specific feature will help a particular buyer |
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Term
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Definition
| going beyond mentioning features and benefits, also discussed advantages-why that feature would be important to anyone) |
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Term
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Definition
| allows the salesperso to stop talking and encourages 2-way convo, lets the salesperson see whether the buyer is listening and understanding what is being said - trial closes |
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Term
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Definition
| using body language, verbal probing, making adjustments (changing direction) |
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Term
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Definition
| member status w/in the group, authority, perceptions about the urgency of the problem, receptivity to ideas, knowledge, attitude towards salesperson, major areas of interest and concern, key benefits sought, likely resistance and ways to handle it. |
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