Standard Memorized Presentation

- also known as?

• memorized sales talk 
• ensures salespeople will provide complete & accurate information 
• Limited effectiveness

- also known as a CANNED PRESENTATION

Outlined Presentation

Prearranged Presentations include?

• Standard Introduction 
• Standard answers to common objectives 
• standard method for getting the customer to place an order

Customized Presentation

• Written and/or Oral Presentation  based on a detailed analysis of the customer's needs
• Allows the salesperson to demonstrate empathy 
• provides greatest opportunity to adapt to customer needs
• illustrates ADAPTIVE SELLING

Customized presentation

Adaptive Selling 

-alter content & form of their sales presentation  so customers will be able to absorb info easily and find it relevant to their situation

• forces salesperson to practice the marketing concept - satisfying customer needs
• increases buyer trust & committment 
• Results in higher sales performance 

Knowledge Management 

How to Create Knowledge?

• top company salespeople 
   
• performance feedback
   
• diagnostic feedback 

Knowledge Management

Other Sources of Knowledge

• Web 
• company sales manuals & newsletters 
• sale meetings
• plant visits
• business & trade publications 
• competitor displays at trade shows 
• viewing competitor's web pages

knowledge management 

Genius management

The Social Style Matrix

Dimensions of Social Styles

Assertiveness

Dimensions of social Styles 

Assertive 

Assertive People + Unassertive People

• Assertive People
• speak out 
• make strong statements
   
• Unassertive People 
• Rarely dominate social Situation
• often keep opinions to themselves

Dimensions of Social Styles

Some indicators of Assertiveness

Dimensions of Social Styles

Responsiveness

Dimensions of Social Styles

Responsiveness

• Responsive People
• Less Responsive people 

• Responsive
• Readily express joy, anger, & sorrow
• concerned with others
• informal & casual in social situations
   
• Less Responsive 
• Devote more effort to control emotions
• cautious, intellectual, serious, formal & businesslike

Dimensions of Social Styles

Responsiveness

Indicators of Responsiveness

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Social Style Matrix 

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What are the 4 Social Styles?

• Drivers
• Swift, efficient decision makers 
• focus on present
• Little concern with future 
• Expressives
• focus on future 
• direct time & effort toward achieving their vision
• Little concern for pratical situations & present situations
• Amiables
• achieve objectives by working 'with' people
• developing an atmosphere of mutual respect 
• Analyticals
• like facts, principles, and logic
• suspicious of power & personal relationships

Identifying Customer's Social Styles

• concentrate on customer's behavior & disregard how you feel about the behavior
   
• avoid assuming that specific jobs or functions are associated with a social style
   
• test your assessments 

Cues for

Recognizing Analytical Social Styles

Cues for 

Recognizing Driver Social Styles

Cues for 

Recognizing Amiable Social Styles

Cues for 

Recognizing Expressive Social Styles

Social Styles & Presentations

• no best social style for a salesperson
   
• must recognize the customer's needs & expectations
   
• salesperson's personal social style tends to determine the sales technique he/she typlically uses 

Versatility 

Characteristics of

More Versatile + Less Versatile 

Adjusting Social Styles 

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More/Less 

• Assertiveness 
• Responsiveness

Systems for Developing Adaptive Selling Skills

Expert System

- computer program that mimics a human expert 

• Contains rules, decision, & knowledge