UNDERSTANDING PROFESSIONAL SELLING TERMS
Building goodwill
critical encounters
Adding value
collaborative involvement
interact
service strategy
connect
communication
know
resilience
relate
motivation
DEVELOPING PROFESSIONAL SELLING KNOWLEDGE
1. How can a salesperson convert new customers into highly committed customers for life?
2. Why should a salesperson follow up to assess customer satisfaction?
3. Explain why the relationship-enhancement activities are important.
4. What does a salesperson hope to accomplish by providing his or her customers with useful information after the sale?
5. Most salespeople are not trained in how to install their products. Why then should a good salesperson make it a point to oversee the installation process?
6. Why is it important for a salesperson to ask a buyer what he or she wants the salesperson to do when resolving a complaint?
7. Why should a salesperson encourage his or her customers to complain? Isn’t this just asking for trouble?
8. Why is it important for a salesperson to gain agreement on a solution when dealing with a customer complaint?
9. Why do many salespeople seem to ignore after-sale activities that enhance the relationship?
10. Why is it important for a salesperson to establish expectations with a new customer?
11. Go to the Internet and type in http://www.marketingapprentice.com. Go to Marketing Basics. On the right-hand side under “Promotion Tips” you will find “Repeat Sales with Follow-Up.” Click on “Repeat Sales with Follow-up.” Read the article “Three Ways to Get Repeat Sales with Follow-Up Marketing.” Can you think of other ways a salesperson might