Chapter 3: Creating value with a relationship strategy

Question 1

1. Explain the importance of developing a relationship strategy.

Answer 1

▸Emotional Intelligence: Capacity for recognizing our own feelings and those of others, for motivating ourselves, and for managing emotions effectively in ourselves and our relationships.

• People with high EI display self-confidence, trustworthiness, adaptability, initiative, optimism, empathy, social skills.
• Empathizer: Someone who has the ability to imagine themselves in someone else’s position and understands what that person is feeling.
• Partnering emphasizes building a strong relationship during every aspect of the sale and working hard to maintain a quality relationship with the customer after the sale. Partnership can be strengthen when salespeople use value-added relationship strategies.

Question 2

2. Discuss how thought process can enhance your relationship strategy.

Answer 2

▸Self-Concept: Bundle of facts, opinions, beliefs, and perceptions about yourself that are present in your life every moment of every day.
*Self-imposed fear can prevent salespeople from achieving success.
▸Win-win philosophy: Both buyer/seller come out of the sale understanding that their respective best interests have been served.
▸Ego drive: An inner force that makes the sales person want and need to make a sale.
▸Character: Personal standards of behaviour, including honesty and integrity. Your character is based on your internal values and the resulting judgements you make about what is right and wrong.
▸Integrity: Part of your character; what you have when your behaviour is in accordance with your professed standards and personal code of moral values.
*The relationship strategy is built on the win-win philosophy, empathy, ego drive, character and integrity.

Question 3

3. Identify and describe the major nonverbal factors that shape our sales image.

Answer 3

*The image others have of us is shaped to a great extent by nonverbal communication.
▸Nonverbal message: A form of communication that has been defined as “messages without words” or “silent messages”.
*Studies say anywhere from 70% to 90% of communication is nonverbal.
Nonverbal messages: 1. Entrance and carriage, 2. Shaking hands, 3. Facial expressions 4. Eye contact.
▸Effect of appearance on relationships:
*Unconscious Expectations: Certain views concerning appropriate dress.
*Business casual: Clothing that allows you to feel comfortable but looks neat and professional.
▸Effect of voice quality on relationships:
1. Do not speak too quickly or too slowly, 2. Avoid speech pattern that is dull and colourless, 3. Avoid bad speech habits.
▸Effect of etiquette on your relationships:
1. Avoid the temptation to address a prospect by first name, 2. Avoid offensive comments/stories, 3. Recognize the importance of punctuality, 4. During lunch do not discuss business before meal unless client initiates, 5. When you use voice mail leave clear/concise message, 6. Avoid cell phone contempt.

Question 4

4. Describe conversational strategies that help us establish relationships.

Answer 4

• Comments on here and now: weather, unique artifacts in an office. Small talk, ice breakers, building relationships.
• Compliments: Sincere compliments.
• Search for mutual acquaintances or interest.

Question 5

5. Explain how to establish a self-improvement plan based on personal development strategies.

Answer 5

▸Strategies for self-improvement:

1. Step 1: Set goals. Written statement describes what you want to accomplish.
2. Step 2: Visualization. Mental image of what you want to accomplish (goals).
3. Step 3: Positive self-talks. A self talks is an effort to override past negative mental programming by erasing or replacing it with conscious, positive, new directions.
4. Step 4: Reward your process. Type of reinforcement when trying to change behaviour.