Concepts & Practices

3-2

. . . 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

3-3FIGURE 3.1

3-4

Relationships add valuePartnering—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

3-7

1. 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

3-10FIGURE 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

3-13

. . . 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

3-16FIGURE 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 businesswardrobe when theygraduate

Research the industryyou wish to enter andbuy 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 voice-mail 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 theNEXT SLIDE communicates

3-31

3-32

1. Set precise goals

2. Visualize success

3. Use positive self-talk

4. Reward progress