Selling: Personal MSC 313
Relationship Skills
Today's Class
Brand called YOU Best Relationship Practices Self -Assessment Assignments Ethics Trust Preview Exam 1.
In-Class Assignment Give an example of a selling situation you were in and its outcome. Why do you think you won or lost the sale ? Try to give 2-3 reasons.
15 minutes , 1/2 page. Relationship Profile It's a " Package" Including :
Brand called YOU Best Relationship Practices Ethics
Brand called YOU(know you are working on making your self worth more appealing... or some bullshit like that) What Does a Brand Do ?
Engages us in a Relationship Packages Attributes Saves us Time Feature - Benefits
No Surprises
Brand Choices
Michael Jordan vs. Charles Barkley Oprah Winfrey vs. Jerry Springer Mohammed Ali vs. Mike Tyson Brand YOU vs. Your Competitors
Brand YOU in Action
"Water - Cooler" Test Do YOUR Brand - 5 minutes 2 Strengths & 2 Weaknesses Write down examples Not what YOU like to think - but what your peers would say
Need Brand
Improvement?
Expand your Brand Strengths Work on Weaknesses Work your Constituencies Do your own P.R. Brand is in everything you do
Best Relationship Practices (there are quite a few questions on the test about these things) Dedicated
Quality Work - to Completion Show enthusiasm Personal sacrifices - if needed Go beyond role Overcome obstacles
Be Focused
Insightful
Read verbal / non - verbal signs Anticipate reactions Understand other points of view Be sensitive Use humor - to diffuse tension
Credible
Actions = Reinforcement for Firm Actions = Personal competence Appropriate appearance Keep promises Quickly responsive
Adaptable
Become Compatible Different Strokes etc Pay attention to special needs Adjust plans to accommodate reactions
Cooperative Readily share with Teamwork others Assist others Assess & use Strengths of others Disciplined Be Cool under attack Use rationality against anger / emotion
Hear complaints fully Be patient with morons No Negativity Accessible
Share expertise Help with personal concerns Be available in crises Follow Up / Check in Be Friendly
Communicative
Be open ,candid & clear Listen Well Continually ask questions Convey key issues
Admit & apologize for Mistakes Never try to manipulate
Leadership Take Responsibility Move the ball down the field Be ethical Garner respect Self - Assessment
Fill out self -assessment using these criteria to see where you need specific improvement & overall rating.
Ethics(couple questions on ethics...
basic shit)
A Hint of sleaze can bury you No absolute Rules Personal Code
Ethics " Ethics are the principles governing the behavior of an individual or a group. These principles establish appropriate behavior." Ethics Deception Bribes / Gifts / Entertainment Confidential Information Back -Door Selling
In - Class Assignment Ethics assignment p56 of Text Trust(also, common sense) " A belief by one party that the other party will fulfill its obligations in a relationship." Gaining Trust Value of Trust Sharing Information Increased Efficiency Take More Risks Handle " Bumps" in Road
Customer Retention Max. Revenue & Profit Potential Trust is Fragile REMEMBER:
Takes a long time & hard work to GAIN trust, but only a moment to LOSE it
Relationship Foundations
CASTLEBERRY Common Goals Mutual gain Open Comm. Org. Support Mutual Trust MSC 313
Creating Value for the Client / Seller Candid & Open Constituency Mgmt Mutual Trust
Core Concepts: Class IV
Brand called You Best Relationship Practices Ethics Trust Relationship Foundations