5th SAM quiz
sales management
sales management
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Flashcards
Name the 3 targets of the selling conversation
1) lead the costumer to a purchase decision 2) costumer should feel valued 3) costumer should be strengthened to buying
name 4 things you should do during a selling conversation
short sentences, eye contact, facts in a logical order, examples and graphical representations
name 3 things you should NOT do during a selling conversation
exaggerations, superlatives, filler words
welche 3 ängste sollt man nicht haben wenn man im personal selling arbeitet
redeangst, kompetenzangst, kontaktangst
was sind die basisansprüche eines verkäuers
höflichkeit, fachwissen, gute umgangsform
nenne 4 grundfragearten
offen, alternativ, rhetorisch, aufwertung, gegenfrage
erklären sie die alterntivfrage näher
mehrere positive möglichkeitn, richtungsfindung, 80% nehmen die letzte alternative, immer verb am anfang der frage
erklären sie die grundfrage näher
nach unstimmigkeiten, frage wiederholen lassen, zeit herausholen, überlegen
erklären sie die aufwertungsfrage näher
selbswertgefühl erhöhen, kunde freut sich, aber keine übertreibungen
what are the 3 components of the non verbal communication
spoken language, written language, sign language
what is an argument
a statement about a product or a service, to inform the costumer about the quality and characteristics of the product, can be proved and is understandable
what are the most important aspects for a good argument
utility for the costumer, point out the positive characteristics of the product
name 3 centrla themes of costumers
profit aspiration - costumer wants to avoid costs, health - costumer avoids things that make ill, prestige - costumer seeks for status
which preconditions to deal woth objection are needed
knowledge, empathy, experience
name 4 criteria fpr appropriate behaviour
be positive, remain objective and calm, listen carefully, be understanding
name the methods that could weaken the objection
analogy, references, yes-but
what means objection for the business
there are doubts of the costumer, arent negative - but a chance, show that the costumers slowly get interested
name 3 techniques for closing a sale
direct incitiment, summarizing main points, praising the costumer
what are the goals of the follow up
avoiding cognitive dissonances of the costumer, costumer loyality, additional sale
what is important when offering additional products
should be directly related to the product that is already bought, one should argument with the utility for the costumer
what is consumer satisfaction
a marketing term that measures how products or services supplied by a company meet er even surpass the costumers expectations
name two reasons why costumer satisfaction is important
point of differentiation, its cheaper to retain costumers than to acquire new one
why does a business benefit when a costumer stays longer
they tend to become less price sensitive over time
why do we need to continously measure costumer satisfaction
96% of unhappy costumers dont complain, they just never come back, to prevent that it needs to be measured constantly
name 2 methods of measurment
costumer survey, questionnaire
name 1 pro and 1 con of hiring a market research institut to conduct the surveys
more professional, very expensice
what is a costumer focused culture
an identification of who costumers are, what they expect, what they actually receive and how their expectations are being managed
what is a costumer focused culture
an identification of who costumers are, what they expect, what they actually receive and how their expectations are being managed
why would a company try to prevent a negative word of mouth
bc it spreads fast and harms the business, unhappy costumers tell it ca. 9-15 people they know
name 3 points of a service strategy
identify service segments, rank service segments by their value, adapt service delivery
name the levels of hirachy of costumer satisfaction
meet expectations, meet desires, meet unrecognized needs
