【正文】 Confirms interest in solving the problem ? Transitions to presentation of solution Transition Questions 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。 80% of sales) Annual of calls = 48 “ B” Accounts Medium potential accounts (80% of accts。 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 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。 80% of sales) Annual of calls = 24 Accounts with highest potential (20% of accts。 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 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: Questioning Types of Questions Classified by Strategic Purpose ? Probing Questions – designed to perate below generalized or superficial information 1. Requesting Clarification ―Can you share an example of that with me?‖ 2. Encouraging Elaboration ―How are you dealing with that situation now?‖ 3. Verifying Information and Responses ―So, if I understand you correctly… Is that right?‖ Copyright 169。 2023 by Harcourt, Inc. 1 Sales Ethics Image of Salespeople Television, movies, broadway productions, and the popular press have contributed to a negative image of salespeople portraying them as being associated with deceptive, illegal, and noncustomeroriented behavior. Copyright 169。 2023 by Harcourt, Inc. 1 Organizational Buyer Behavior Buying Center ? Initiators ? Users ? Gatekeepers ? Influencers ? Deciders ? Purchasers Copyright 169。 2023 by Harcourt, Inc. 1 Phase Eight Performance Evaluation and Feedback ? Understanding PostPurchase Evaluation and the Formation of Satisfaction Copyright 169。 2023 by Harcourt, Inc. 1 The Buying Process (Figure ) Recognition of the Problem or Need Determination Recognition Initiating the Relationship Description Search and Qualification Proposals Selection of Suppliers Order Routine Developing the Relationship Enhancing the Relationship ? Followup to Assess Customer Satisfaction ? Take Action to Assure Customer Satisfaction ? Encourage Critical Encounters ? Expand Collaborative Involvement ? Add Values and Enhance Mutual Opportunities Copyright 169。 2023 by Harcourt, Inc. 1 BoundaryRole Effects Role Stress ? Role Conflict ? Role Ambiguity ? Role stress must be dealt with to insure maximum sales productivity Copyright 169。 2023 by Harcourt, Inc. 1 Characteristics of Sales Professionalism ? Customer Orientation ? Use of Truthful and Nonmanipulative Tactics ? Focus on LongTerm Satisfaction of Customer and Selling Firm Copyright 169。 2023 by Harcourt, Inc. 1 Selling Ingram, Lafe, Avila, Schwepker, and Williams Multimedia Presentations Steven J. Remington, . Buena Vista University August, 2023 Copyright 169。 2023 by Harcourt, Inc. 1 Contributions of Personal Selling Salespeople and the Employing Firm ? Salespeople as Revenue Producers ? Market Research and Feedback ? Salespeople as Future Managers Copyright 169。 2023 by Harcourt, Inc. 1 Module 2 Understanding Buyers Copyright 169。 2023 by Harcourt, Inc. 1 Phase Two Determination of Characteristics of the Item and the Quality Needed Phase Three Description of Characteristics of the Item and the Quality