Chapter 6

Question 1

What is personal selling?

Answer 1

Dealing with potential customers face-to-face and trying to convince them to make a purchase

Question 2

What are the 11 Principles of Selling?

Answer 2

1. Make a good personal impression
2. Know your product or service
3. Believe in your product or service
4. Know your field
5. Know your customers
6. Prepare your sales presentation
7. Think positively
8. Keep good records
9. Make a no truly “ cold calls”
10. Make an appointment
11. Treat everyone you sell to like gold

Question 3

What are the eight steps in the sales call?

Answer 3

1. Preparation
2. Greeting
3. Showing the product or service
4. Listening to the customer
5. Dealing with objectives
6. Closing the sale
7. Follow up
8. Asking for referrals

Question 4

Three call behaviors of successful salespeople

Answer 4

1. Let the customer talk more than you do
2. Ask the right questions
3. Wait to offer products and solutions until later in the call

Question 5

Six sales objections to turn into advantages

Answer 5

1. Price
2. performance
3. Follow up service
4. Competition
5. Support
6. Warranties and assurances

Question 6

Two goals in personal selling

Answer 6

1. develop relationships

2. Develop repeat business

Question 7

Eight ways to keep customers happy

Answer 7

1. Know your customers by name
2. Deliver the product or service on time, every time
3. Help customers carry their purchases to their vehicles
4. Suggest a less expensive product, if it will meet the customers needs or offer a recommendation to a source of a product that you do not sell, if it is what they want and you cannot offer a substitute
5. provide a full refund to any customer who is dissatisfied
6. Take time to listen politely and with empathy to complaints
7. Provide a toll-free customer systems phone line that is easy to use
8. Offer a product or service information of interest to customers in a nonthreatening matter

Question 8

Three ways to handle customer complaints.

Answer 8

1. Always a knowledge complaints and criticism and deal with them
2. Do not overreact and above all do not take them personally
3. always tell the truth about any negative aspect of your product or service

Question 9

What is CRM?

Answer 9

Companywide policy’s practices and processes a business uses with its customers to generate maximum customer satisfaction and optimal profitability

Question 10

Three golden rules of CRM.

Answer 10

1. Put the customer first
2. Stay close to your customers
3. Pay attention to the details

Question 11

SBA five components of successful CRM

Answer 11

1. Conduct your own survey
2. Check employees telephone manners periodically
3. Emphasize the importance of rules such as prompt answering and a cheerful attitude of helpfulness
4. Make customer service a team effort
5. Extend your efforts after hours

Question 12

Why does CRM matter

Answer 12

CRM can be the component of your business that makes it a sustainable entity