【正文】 penend Questions Designed to be Evaluative in Nature Closedend Questions Designed to be Evaluative in Nature Dichotomous or Multiplechoice Questions Designed to be Evaluative in Nature Copyright 169。 2023 by Harcourt, Inc. 1 Verbal Communication: SPIN Questioning System ? Situation Questions ? Problem Questions ? Implication Questions – follow and relate to information from the problem questions assisting the buyer in understanding the potential problems of the current problem and the urgency in resolving it – ―How does this affect profitability?‖ – ―What impact does the slow response of your current supplier have on the productivity of your operation?‖ – ―How would a faster piece of equipment improve productivity and profits?‖ – ―What happens when the supplier is late with a shipment?‖ Copyright 169。 2023 by Harcourt, Inc. 1 Verbal Communication: Using Different Types of Listening ? Social Listening ? Serious Listening – Active Listening – Concentration – Cognition Copyright 169。 2023 by Harcourt, Inc. 1 Common Nonverbal Clusters (Exhibit ) Cluster Name Cluster Meaning Body Posture Orientation Movement of Hands, Arms, Legs Eyes Facial Expression Openness Openness, flexibility and sincerity ? Moving closer ? Leaning forward ? Open hands ? Removing coat ? Unbutton collar ? Uncrossed arms legs ? Slight smile ? Good eye contact Defensiveness Defensiveness, skepticism, and apprehension ? Rigid body ? Crossed arms legs ? Minimal eye contact ? Glancing sideways ? Pursed lips ? Tilted head Evaluation Evaluation and consideration of message ? Leaning forward ? Hand on cheek ? Stroking chin ? Chin in palm of hand ? Dropping glasses to lower nose Deception Dishonesty and secretiveness ? Patterns of rocking ? Fidgeting with objects ? Increased leg movement ? Increased eye movement ? Frequent gazes elsewhere ? Forced smile Readiness Dedication or mitment ? Sitting forward ? Hands on hips ? Legs uncrossed ? Feet flat on floor ? Increased eye contact Boredom Lack of interest and impatience ? Head in palm of hands ? Slouching ? Drumming fingers ? Swinging a foot ? Brushing picking at items ? Tapping feet ? Poor eye contact ? Glancing at watch ? Blank stare Copyright 169。 2023 by Harcourt, Inc. 1 Five Sequential Stages of SelfLeadership (Figure ) Setting Goals Objective Territory Analysis Account Classification Development Implementation Of Strategies Plans Tapping Technology Automation Assessment Evaluation Stage 1 Stage 2 Stage 3 Stage 4 Stage 5 Copyright 169。 80% of sales) Annual of calls = 24 Accounts with highest potential (20% of accts。 2023 by Harcourt, Inc. 1 Effective SelfLeadership Stage Two: Account Classification (Exhibit ) Portfolio Model Segments and Strategies Competitive Position Segment 1 Level of Attractiveness Selling Effort Strategy Segment 2 Level of Attractiveness Selling Effort Strategy Segment 4 Level of Attractiveness Selling Effort Strategy Segment 3 Level of Attractiveness Selling Effort Strategy Strong Weak Low High Account Opportunity Copyright 169。 2023 by Harcourt, Inc. 1 Increasing Customer Value through Teamwork ? Internal Partnerships and Teams ? Sales Partnerships ? Marketing Partnerships ? Administrative Support Partnerships ? Shipping and Transportation Partnerships ? Customer Service Partnerships Copyright 169。 2023 by Harcourt, Inc. 1 Classi。 2023 by Harcourt, Inc. 1 Relationship of Optimized Solutions, Trust, and Cooperation (Figure ) Low High Mutual Cooperation Low High Mutual Trust Competitive and Defensive Outes (Win/Lose or Lose/Win Optimized and Synergistic Solutions (Win/Win) Compromise Solutions Copyright 169。 2023 by Harcourt, Inc. 1 Effective SelfLeadership Stage Four: Tapping Technology and Automation ? Computers – Siebel Systems – Proximity ? Inter and World Wide Web – Inter – Intras and Extras ? Pagers and Cell Phones ? Voice Mail ? HighTech Sales Support Offices Copyright 169。 80% of sales) Annual of calls = 48 “ B” Accounts Medium potential accounts (80% of accts。 2023 by Harcourt, Inc. 1 Effective SelfLeadership Stage Two: Territory Analysis and Account Classification Territory Analysis Who are prospective buyers? Where are they located? What and why do they buy? Who has the authority to buy, who influences the buying decision? What is the probability of selling this account? What is the potential share of account that might be gained? Copyright 169。 2023 by Harcourt, Inc. 1 Written Communication: Sales Proposals 5 Common Parts of a Proposal 1. Executive Summary 2. Needs and Benefits Analysis 3. Company Description 4. Pricing and Sales Agreement 5. Suggested Action and Timetable Copyright 169。 2023 by Harcourt, Inc. 1 Verbal Communication: Giving Information ? Understanding the Superiority of Pictures over Words ? Impact of Grammar and Logical Sequencing Copyright 169。 2023 by Harcourt, Inc. 1 Funneling Sequence of ADAPT Techniques for Needs Discovery (Figure ) ? Broad bases and general facts describing situation ? Nonthreatening as no interpretation is requested ? Openend questions for maximum information Assessment Questions ? Questions probing information gained in assessment ? Seeking to uncover problems or dissatisfactions that could lead to suggested buyer needs ? Openend questions for maximum information Discovery Questions ? Show the negative impact of a problem discovered in the discovery sequence ? Designed to activate buyer’s interest in and desire to solve the problem. Activation Questions ?