【正文】 A l t e r n a t i v e s N one Li m i t e dM u l t i p l e B u y i n g I n f l u e n c e V e r y S m a l l M ode r a t eF i n a n c i a l R i s k s Low M ode r a t eCopyright 169。 2022 by Harcourt, Inc. 1 How to Earn Trust Trust Builders (Figure ) Trust Expertise Dependability Representation Competence Compatibility/ Likeability Candor Contribution Customer Orientation Copyright 169。 2022 by Harcourt, Inc. 1 Sales Communication as a Collaborative Process ? Relational Sales Communication – A twoway and naturally collaborative interaction – Allows buyers and sellers to ? Develop a better understanding of the need situation ? Work together to best provide for the customer’s needs Copyright 169。 2022 by Harcourt, Inc. 1 Verbal Communication: Strategic Application of Questioning ? Generate Buyer Involvement ? Provoke Thinking ? Gather Information ? Clarification and Emphasis ? Show Interest ? Gain Confirmation ? Advance the Sale Copyright 169。 2022 by Harcourt, Inc. 1 Verbal Communication: SIER Hierarchy Active Listening (Figure ) Sensing Interpreting Evaluating Responding Copyright 169。 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 amp。 Implementation Of Strategies amp。 80% of sales) Annual of calls = 52 High volume current customers (20% of accts。 2022 by Harcourt, Inc. 1 Building Teamwork Skills ? Understanding the Other Individuals ? Attending to the Little Things ? Keeping Commitments ? Clarifying Expectations ? Showing Personal Integrity ? Apologizing Sincerely When a Mistake Is Made Copyright 169。 2022 by Harcourt, Inc. 1 Effective SelfLeadership Stage Five: Assessment of Performance and Goal Attainment Copyright 169。 2022 by Harcourt, Inc. 1 Effective SelfLeadership Stage Two: Account Classification Class of Account Schema One: InquisLogic, Inc. Schema Two: Web Resource Associates, LLC Schema Three: Federal Metal Products “ A” Accounts Accounts with highest potential (20% of accts。 Objective Territory Analysis amp。 Facial Expression Openness Openness, flexibility and sincerity ? Moving closer ? Leaning forward ? Open hands ? Removing coat ? Unbutton collar ? Uncrossed arms amp。 2022 by Harcourt, Inc. 1 Verbal Communication: Listening (Figure ) Effective Active Listening Pay Attention Monitor NonVerbals Paraphrase and Repeat Make No Assumptions Encourage Buyer to Talk Visualize Copyright 169。 2022 by Harcourt, Inc. 1 Guidelines for Combining Types of Questions for Maximal Effectiveness (Exhibit ) Amount of and Specificity of Information Desired Choice from Alternatives Discussion and Interpretation Confirmation and Agreement Explore and Dig for Details Gain Confirmation amp。 2022 by Harcourt, Inc. 1 Sales Ethics Image of Salespeople (Exhibit ) Deceptive Practices Deceptive Deceive Hustle Scam Exaggerate Withhold Bluff NonCustomerOriented Behavior Pushy Hard Sell Fast Talking High Pressure Illegal Activities Defraud Con Misuse Company Assets Copyright 169。 2022 by Harcourt, Inc. 1 What is Trust? ? Trust answers the questions: – Do you know what you are talking about? – Will you remend what is best for me? – Are you truthful? – Can you and your pany back up your promises? – Will you safeguard confidential information that I share with you? Copyright 169。 2022 by Harcourt, Inc. 1 Types of Purchasing Decisions Three Types of Buying Decisions (Exhibit ) D EC I SI O N T Y PEN e w n e s s o f P r o b l e m o r N e e dI n f o r m a t i o n R e q u i r e m e n t sI n f o r m a t i o n S e a r c hC o n s i d e r a t i o n o f N e w A l t e r n a t i v e sM u l t i p l e B u y i n g I n f l u e n c eF i n a n c i a l R i s k sCopyright 169。 2022 by Harcourt, Inc. 1 Phase Five Acquisition and Analysis of Proposals Evaluating Suppliers and Products MultiAttribute Model – Assessment of Product or Supplier Performance (P) – Assessing the Relative Importance of Each Characteristic (I) Copyright 169。 2022 by Harcourt, Inc. 1 Types of Buyers ? Consumer Markets ? Business Markets Copyright 169。 2022 by Harcourt, Inc. 1 Contributions of Personal Selling Salespeople and the Customer ? Are honest ? Understand general business and economic trends, as well as the buyer39。 2022 by Harcourt, Inc. 1 Module 1 An Overview of Personal Selling Copyright 169。 1900 US) – Canned Sales Presentation ? The War and Depression Era ? Professionalism: The Modern Era Copyright 169。 2022 by Harcourt, Inc. 1 Characteristics Of Sales Careers ? Job Security ? Advancement Opportunities ? Immediate Feedback ? Prestige ? Job Variety ? Independence ? Compensation ? BoundaryRole Effects Copyright 169。 2022 by Harcourt, Inc. 1 Selection of an Order Routine Evaluation of Proposals And Selection of Suppliers The Buying Process (Figure ) Acquisition and Analysis of Proposals Recognition Initiating the Relationship Deve