Concepts & Practices

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 FIGURE 3.1

3-4  Relationships add value  Partnering—the highest-quality selling relationship  Relationship strategies focus on four key groups  Tailoring the relationship strategy

3-5  Customers perceive that value is added when they feel comfortable 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—strategically developed, high- quality, long-term relationship focusing on solving customers’ buying problems  It emphasizes building a relationship  Selling must be viewed as process, not an event

Relationship is built on shared values 2. Both commit to same vision 3. Salesperson moves from selling to supporting

3-8

3-9  CRM enhances relationship quality  Promotes rapid and effective client communication  Written records help avoid miscommunication

3-10 FIGURE 3.2

3-11  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  Self-image is key dimension  Win-win philosophy  Character and integrity

shaped by the ideas, attitudes, feelings, and thoughts you have about yourself that influence the way you relate to others  Feelings and behavior are consistent with the self-image  The self-image can be changed

3-14 Focus on future, not past mistakes Develop expertise in selected areas Develop a positive mental attitude

3-15  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 FIGURE 3.3

3-17  Character includes personal standards, 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

3-19  First customer contact critical  Quick, superficial judgments are made  These impressions can facilitate or distract  The image a salesperson projects can influence the customer’s feelings about that salesperson

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

3-21  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  Proper greeting, symbolizes respect  Make eye contact  Use firm, deep grip  Duration and dryness  State your name when you extend your hand

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

3-24  Good eye contact says “I’m listening.”  Prolonged eye contact can send the wrong message

3-25  Simplicity  Appropriateness Formal Business casual  Quality  Visual integrity

3-26  All too often college students don’t have the basics of a business wardrobe when they graduate  Research the industry you wish to enter and buy accordingly  Gift certificates make good graduation gifts

3-27 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

3-28  Avoid temptation to start on first name basis  Avoid offensive comments or jokes  Recognize the importance 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

3-29 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

3-30  The self-selected objects that surround a person are called artifacts  What can you learn from? Pictures in an office Objects on a person’s desk The type of car customers own  Analyze what the “office” in the NEXT SLIDE communicates

3-31

Set precise goals 2. Visualize success 3. Use positive self-talk 4. Reward progress