MAR 3400 EXAM 1 – 2 STUDY GUIDE
old selling - Answers -"walking brochure"
new selling - Answers -idea of intelligence
how people do new selling with intelligence - Answers --adaptive
- pay attention to prospect
-pivot and shift
-think through problems
-uncover patterns
-new ways to add value
-consultant in business advisor
*emotional intelligence (3) - Answers -1. emotional awareness
2. managing emotions
3.reasoning with emotions
*emotional awareness - Answers -identify emotions, yours and others
reading non-verbal clues
*key to authentically connecting
*managing emotions - Answers -maintaining control
responding appropriately
keep emotions in check- when being rejected
*reasoning with emotions - Answers -harness and apply emotions
apply to problem solving
focus and direct thinking
curiosity - Answers -curious ab customer, ask lots of questions
3 guidelines of sales - Answers -1. always be improving
2. never stop learning
3. develop yourself professionally
Two important parts of the way we present ourselves - Answers --The way we dress
and present ourselves physically ; simplicity, appropriateness, quality
-Pay attention to non-verbal messages; tone, volume, speed, posture & gestures, eye
contact, pay attention to body entrance and carriage, communicate with confidence,
effective handshake
how to build trust with client - Answers -always put clients interest first
,factors impacting trust - Answers --trust is established when buyers know you wont
take advantage of their vulnerability
- trust grows when you do what you say you're going to do
- relationship trust; grows slowly, declines quickly, protect it and don't take advantage of
it, fulfill obligations
*service-focused perspective - Answers -Human side of selling!
-maximizing the value your prospects and clients receive from their interactions with you
- companies do not buy, people do and price doesn't sell, people do
two ideas in ethics - Answers --Ethics in health of your career; your reputation is not a
secret - employer and customers will begin to not trust you if you fail to maintain ethical
issue
-Personal damage; when you begin to lose respect for yourself it's a much greater loss
what are ethics - Answers -Ethics are the principles governing behavior of an individual
or a group. These principles establish appropriate behavior, indicating what is right and
wrong
main point of companies ethics - Answers -develop your own code of ethics so you
know how to act correctly
how to grow customers - Answers --investing in relationship building activities with
clients outside of the office
-sales-focused organizations allocate a portion of their budget to socially engage current
customers and future prospects; 6% expenditures
examples of networking/ entertaining clients - Answers -dinner, gold outings, happy
hour, conferences, lunch
ex of client abuse - Answers -when stepped away from table client orders every
expensive bottle
to avoid any abuses - Answers --set limit, time and budgets
-estavlish expectations with the prospect
-communicate with management
-talk to server/bartender before
-know difference between socializing and entertaining
- do not drink excessively
-use entertainment to strengthen relationship, NOT establish one!
factors that can affect ethical behavior - Answers -goals
location
people
money
achievements
, ethics and client relations - Answers --persuasion vs manipulation
-gifts vs bribes
-entertainment
-special treatment
-confidential information
-backdoor selling****
two ways of backdoor selling? - Answers -1. by pass the middle man, manufacturer
decides to by pass the retailer and sell directly to consumer
2.find out information about a client and use it as leverage against them; more common
legal issues - Answers --statutory laws; created by state legislatures or state congress
-administrative laws; different agencies, can be government or non governmental
-common law- arises out of court decisions
-expressed warranty- clearly stated
-implied warranty- implied, not clearly stated, something that would be a reasonable
expectation
Uniform Commercial Code (UCC) - Answers -a legal guide to commercial practice
-agency/agent; someone who acts in place of the company; their actions are the
company actions
-oral versus written- can be blinded tg
legal trouble - Answers --reciprocity: "ill scratch your back if you scratch mine", ill buy
from your company if you buy some services from mine, legal!, only considered illegal
when forced.
-tying agreements: required to buy one product when purchasing another. legal if
performance of first product depends on second.
-conspiracy and collusion: not allowed to get together and agree on price fixing.
-defamation: when one bad mouths their competition; has to be false to be considered
defamation. Libel=Written , Slander=Spoken
have your own code of ethics!! - Answers -
what is social style and what are the two key components? - Answers -the behavior a
person exhibits when interacting with others
1. responsiveness: the extent to which a person reacts to certain people or situations
and the feelings that those people and situations create
2. assertiveness: the effort a person makes to influence the thinking and actions of
others. whether a person appears to be asking or telling when interacting with others
4 different social styles - Answers -driver
expressive
amiable
analytic
old selling - Answers -"walking brochure"
new selling - Answers -idea of intelligence
how people do new selling with intelligence - Answers --adaptive
- pay attention to prospect
-pivot and shift
-think through problems
-uncover patterns
-new ways to add value
-consultant in business advisor
*emotional intelligence (3) - Answers -1. emotional awareness
2. managing emotions
3.reasoning with emotions
*emotional awareness - Answers -identify emotions, yours and others
reading non-verbal clues
*key to authentically connecting
*managing emotions - Answers -maintaining control
responding appropriately
keep emotions in check- when being rejected
*reasoning with emotions - Answers -harness and apply emotions
apply to problem solving
focus and direct thinking
curiosity - Answers -curious ab customer, ask lots of questions
3 guidelines of sales - Answers -1. always be improving
2. never stop learning
3. develop yourself professionally
Two important parts of the way we present ourselves - Answers --The way we dress
and present ourselves physically ; simplicity, appropriateness, quality
-Pay attention to non-verbal messages; tone, volume, speed, posture & gestures, eye
contact, pay attention to body entrance and carriage, communicate with confidence,
effective handshake
how to build trust with client - Answers -always put clients interest first
,factors impacting trust - Answers --trust is established when buyers know you wont
take advantage of their vulnerability
- trust grows when you do what you say you're going to do
- relationship trust; grows slowly, declines quickly, protect it and don't take advantage of
it, fulfill obligations
*service-focused perspective - Answers -Human side of selling!
-maximizing the value your prospects and clients receive from their interactions with you
- companies do not buy, people do and price doesn't sell, people do
two ideas in ethics - Answers --Ethics in health of your career; your reputation is not a
secret - employer and customers will begin to not trust you if you fail to maintain ethical
issue
-Personal damage; when you begin to lose respect for yourself it's a much greater loss
what are ethics - Answers -Ethics are the principles governing behavior of an individual
or a group. These principles establish appropriate behavior, indicating what is right and
wrong
main point of companies ethics - Answers -develop your own code of ethics so you
know how to act correctly
how to grow customers - Answers --investing in relationship building activities with
clients outside of the office
-sales-focused organizations allocate a portion of their budget to socially engage current
customers and future prospects; 6% expenditures
examples of networking/ entertaining clients - Answers -dinner, gold outings, happy
hour, conferences, lunch
ex of client abuse - Answers -when stepped away from table client orders every
expensive bottle
to avoid any abuses - Answers --set limit, time and budgets
-estavlish expectations with the prospect
-communicate with management
-talk to server/bartender before
-know difference between socializing and entertaining
- do not drink excessively
-use entertainment to strengthen relationship, NOT establish one!
factors that can affect ethical behavior - Answers -goals
location
people
money
achievements
, ethics and client relations - Answers --persuasion vs manipulation
-gifts vs bribes
-entertainment
-special treatment
-confidential information
-backdoor selling****
two ways of backdoor selling? - Answers -1. by pass the middle man, manufacturer
decides to by pass the retailer and sell directly to consumer
2.find out information about a client and use it as leverage against them; more common
legal issues - Answers --statutory laws; created by state legislatures or state congress
-administrative laws; different agencies, can be government or non governmental
-common law- arises out of court decisions
-expressed warranty- clearly stated
-implied warranty- implied, not clearly stated, something that would be a reasonable
expectation
Uniform Commercial Code (UCC) - Answers -a legal guide to commercial practice
-agency/agent; someone who acts in place of the company; their actions are the
company actions
-oral versus written- can be blinded tg
legal trouble - Answers --reciprocity: "ill scratch your back if you scratch mine", ill buy
from your company if you buy some services from mine, legal!, only considered illegal
when forced.
-tying agreements: required to buy one product when purchasing another. legal if
performance of first product depends on second.
-conspiracy and collusion: not allowed to get together and agree on price fixing.
-defamation: when one bad mouths their competition; has to be false to be considered
defamation. Libel=Written , Slander=Spoken
have your own code of ethics!! - Answers -
what is social style and what are the two key components? - Answers -the behavior a
person exhibits when interacting with others
1. responsiveness: the extent to which a person reacts to certain people or situations
and the feelings that those people and situations create
2. assertiveness: the effort a person makes to influence the thinking and actions of
others. whether a person appears to be asking or telling when interacting with others
4 different social styles - Answers -driver
expressive
amiable
analytic
