Personal Selling
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| What is Personal Selling? | Informing customers and persuading them to purchase products through personal communication in an exchange situation. It is face-to-face p??romotion. | |
| 9 Steps of the Personal Selling Process | 1)Prospecting 2)Preapproach 3)Approach 4)Make the Presentation 5)Trial Close 6)Overcome Objections 7)Trial Close Again 8)Close 9)Follow Up | |
| What is a Lead? | the name of a person | |
| What is a Suspect? | an unqualified lead | |
| What is a Prospect? | a qualified lead | |
| Describe what needs to be done during the preapproach step in personal selling. | Preapproach is all about preparation. 1)define your objective 2)create a prospect profile--make sure you know who is the decision maker 3)develop a prospect benefit plan (FAB) 4)rehearse your sales presentation | |
| How should a salesperson present herself during the approach? | 1)wear business clothes, be well-groomed 2)don't smoke or chew gum 3)don't bring umbrella/overcoat inside 4)good posture 5)ask for a seat 6)be positive, don't talk about competitors 7)smile and maintain eye contact 8)shake hands firmly 9)learn to pronounce the prospect's name 10)do not apologize for taking the prospect's time | |
| What should a salesperson do when making the presentation? | 1)use logical reasoning 2)make it fun 3)personalize by flattering the prospect 4)build trust (be honest) 5)use body language 6)control the presentation 7)be a diplomat (retreat if prospect's temper rises) 8)use the Paul Harvey dialogue--save the best for last 9)use simile, metaphor, analogy | |
| How is a trial close different from an actual close? | In a trial close, the salesperson asks the prospect if he likes the feature of a product. A trial close is meant to elicit objections. The actual close involves asking the prospect to buy the product. | |
| What is the proper way to close a sale? | 1)ask the customer to buy the product 2)be quiet and wait for the customer to make a decision 3)if no response after 30 seconds, again ask the customer to buy 4)repeat this cycle 3-5 times if necessary | |
| What does it mean to follow up? | Follow up involves 1)handling customer complaints 2)following through on promises 3)showing appreciation (often through thank you notes or birthday cards) |
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