3-1 Creating Value with a Relationship Strategy Selling Today 10 th Edition CHAPTER Manning and Reece 3

3-2 Emotional Intelligence... is the capacity for monitoring our own feelings and those of others, for motivating ourselves, and for managing emotions well in ourselves and in our relationships Emotional intelligence is a predictor of success It can be enhanced with self-development

3-3 Strategic/Consultative Selling Model FIGURE 3.1

3-4 Developing a Relationship Strategy Relationships add _______ Partnering—the highest-quality selling relationship Relationship strategies focus on ____ key groups Tailoring the relationship strategy

3-5 Relationships Add Value Customers perceive that value is added when they feel _________ with the relationship they have with a salesperson Certain salesperson traits help create perception of value Honesty Accountability Sincere concern for customer welfare

3-6 Partnering—The Highest-Quality Selling Relationship Partnering—strategically developed, high- quality, long-term relationship focusing on solving customers’ _________ problems It emphasizes _________ a relationship Selling must be viewed as process, not an event

3-7 Wilson’s Three Keys to Partnering Relationship 1.Relationship is built on _________ values 2.Both commit to same __________ 3.Salesperson moves from selling to supporting

3-8 Brakebush

3-9 Customer Relationship Management (CRM) Software CRM enhances relationship quality Promotes rapid and effective client communication Written records help avoid miscommunication See Appendix 2 for instructions on using the demo version of ACT! on the CD with this book.

3-10 Effective Relationship Strategies Focus on Four Key Groups FIGURE 3.2

3-11 Tailoring Relationship Strategies Transactional selling Buyers aware of needs, focus on price Relationship strategy secondary Consultative selling Salesperson listens, defines problem, solves Impact of the relationship is important Strategic alliance selling Build relationship with several people

3-12 Thought Processes to Enhance Relationship Strategy Self-image is key ___________ Win-win _______________ Character and ____________

3-13 Self-Image... shaped by the ideas, attitudes, feelings, and thoughts you have about yourself that ________ the way you relate to others Feelings and behavior are ________ with the self-image The self-image can be changed

3-14 Developing a More Positive Self-Image Focus on future, not past mistakes Develop expertise in selected areas Develop a positive mental attitude

3-15 The Win-Win Philosophy Customer satisfaction primary Adopting win-win is the first step in development of relationship strategy Both the buyer and seller come out of the sale with their respective best interests being served

3-16 Win-Win versus Win-Lose FIGURE 3.3

3-17 Character and Integrity Character includes __________ ______, including honesty, integrity, and moral strength Integrity involves achieving congruence between what you know, say, and do Integrity has become a valuable character trait

3-18 Recent Cases: Lapses in Character and Integrity

3-19 Verbal and Nonverbal Strategies First customer ________ critical Quick, superficial ___________ are made These impressions can ______ or distract The image a salesperson projects can ________ the customer’s feelings about that salesperson

3-20 Nonverbal Messages Silent messages communicated through facial expressions, voice tone, gestures, appearance, posture, and other nonverbal means Nonverbal messages have ______ impact than verbal messages Make sure verbal and nonverbal messages are consistent

3-21 Entrance and Carriage Believe and project that you have a reason to be there and something important to offer the client Communicate confidence with: Strong stride Good posture Friendly smile

3-22 Shaking Hands Proper greeting, symbolizes respect Make eye contact Use firm, deep grip Duration and _________ State your name when you ________ your hand

3-23 Facial Expressions Facial expressions convey inner feelings People tend to trust a __________ face Reading facial expressions fairly universal across cultures FIGURE 3.5

3-24 Eye Contact Good eye contact says “___ __________.” Prolonged eye contact can send the wrong message

3-25 Effect of Appearance Simplicity Appropriateness Formal Business casual Quality Visual integrity See Dress Codes Deciphered by:Dress Codes Deciphered

3-26 Voice Quality and Relationships Ever hear “It’s not just what you say, but how you say it?” Avoid rapid-fire speech Vary speed of your delivery Sound upbeat and energetic, but not phony Convey enthusiasm in your voice Try to sound “relaxed” Avoid bad speech habits

3-27 Manners and Relationships Avoid temptation to start on _____ name basis Avoid offensive comments or jokes Recognize the ___________ of punctuality When dining, avoid discussing business before meals are ordered, unless customer initiates When leaving voic messages, leave a clear, concise message Avoid cell-phone contempt

3-28 Conversational Strategies From Dale Carnegie: Become genuinely interested in other people Be a good listener Talk about interests of others From text: Comment on here and now observations Compliment your customers when appropriate Find mutual acquaintances or interests

3-29 Self-Improvement Strategies 1.Set precise goals 2.Visualize success 3.Use positive self-talk 4.Reward progress