Company (Source) Objection (C) Resistance to a product/service that results when a
buyer has never heard of or is not familiar with the products company.
Examples: Your company is too small to meet my needs.
I have never heard of your company.
1. What is building goodwill?
2. What is adding value? And how do you do it?
3. Why is it important to assess customer satisfaction?
4. How do you assess customer satisfaction?
5. The four sequential components of effective follow-up: In
What is Account Classification? Know the 2 Types (Single-Factor Analysis, and Portfolio
Analysis) * See Figure 2
Definition of Account Classification The process of placing existing customers
and prospects into categories based on their potential as a cus
Know about Recruiting and Selecting Salespeople and How to Train Them
Recruiting and Selecting Salespeople - When developing the Sales Force there are
three steps when recruiting and selecting sales talent:
Step 1: Planning for Recruitment and Selection I
What is Deal Analytics?
Definition of Deal Analytics Smart sales force automation tools that analyze
data on past customer behavior, cross-selling opportunities, and demographics to
identify areas of opportunity and high customer interest.
1. Know all abo
Develop the Sourcing Strategy
How does a buy-back contract work? Whats the major drawback with this contract?
How does a revenue-sharing contract work? Why did it receive limited acceptance in
Addressing Concerns & Earning Commitment
1. Sales Resistance: What is it?
2. Major categories of objections and how to respond to these objections.
3. Most common objective
4. LAARC: Know the five steps; also know how to pronounce it cor
What is an Effective Goal?
Properly developed, and effective goals, share three key characteristics:
Realistic (yet challenging) Goals should be Realistic and Reachable.
When goals are set beyond what is possible, goals cease to motivate and
1. Most Common Objection:
Price Objections Most sales experts agree that price is the most common form of
buyer resistance. Price objections probably occur more frequently than any other type.
2. LAARC: Know the five steps; also know how to pronounce it c
Approaches to Overcoming Objections
Direct Denial A response to buyer objections in which the salesperson tells the
customer that he or she is wrong.
Indirect Denial A response to buyer objections in which the salesperson takes a
softer more tactful appro
(L) Ask for a legitimate choice / alternative choice A selling technique in which the
salesperson asks the prospect to select from two or more choices during a sales presentation.
The theory behind this technique suggests buyers do not like to be told wha
What is self-leadership?
5 sequential stages of self-leadership
What an effective goal is
Different types of goals: Personal, Territory, Account, and Sales Call
What is territory analysis?
What is account classification? Know the 2 types
How do you Assess Customer Satisfaction?
Simply ask the customer for satisfaction feedback.
Develop a plan for seeking customer satisfaction feedback.
1. The 4 Sequential Components of Effective Follow-Up: ICKR - Interact, Connect, Know,
How to Respond to Price Objections The salesperson must address the price objection by
citing how the benefits (value) outweigh the cost.
The products value must be established first in order to do this. Price objections
may be used to cover the real reas
Relate The salesperson applies relevant understanding and insight to create value-added
interactions and generate relationships between the salesperson and buyer.
1. What does CRM stand for?
Customer Relationship - Management
2. What is CRM?
Internal and External Partnerships
Marketing Partnerships This collaborative partnership allows bringing innovative
product offerings to the marketplace that are designed around the inputs from their
Design and Manufacturing Partnerships When
Behaviorally Anchored Rating Scale (BARS) A performance evaluation method with the
ability to link salesperson behaviors with specific outcomes and allow managers to indicate the
level of behavior a specific salesperson has achieved.
The evaluation method
Open-Ended Questions These are also a good way to test a prospects readiness to buy. The
answer to these questions should be considered Red Lights.
Red Lights: (Objections that a salesperson must work on to overcome)
Red Light Statements Are commitment ca
Definition of Sales Management
4 major stages of sales management activities
Be familiar with sales management positions (example: field sales manager)
Independent representatives / manufacturer representatives vs. team selling vs. selli
Todays Objections - Are now viewed as opportunities to sell, and as a normal part of
the sales process. Salespeople should be grateful for objections and always treat them as
questions. The buyer is just asking for more information. It is the salespersons
Different Types of Goals: Personal, Territory, Account, and Sales Call
4 Different Levels For maximum effectiveness, salespeople establish goals at four
Level 1 - Personal Goals A salespersons individual desired accomplishments, such as
Be familiar with Sales Management Positions (Example: Field Sales Manager) Most Sales
Management Positions fit into three categories:
Top-Level Sales Executive a.k.a Chief Sales Officer (CSO) or Vice President
of Sales. This position has responsibility fo
Definition of Building Goodwill The process of converting new customers into lifetime
customers by continually adding value to the product.
1. What is Adding Value? And How Do You Do It?
Definition of Adding Value The process of improving a product or ser
What is risk pooling?
Why is risk pooling capable of achieving inventory reduction?
What is Network Design? - Determines physical configuration and infrastructure of the supply
- A strategic decision has l
Different Leadership Styles: Transactional vs. Transformational
Leadership Style A general orientation applied to leadership activities. Transactional and
transformational leadership styles are two well-known leadership styles.
Transactional Leadership St
Relationship Strategy A determination of the type of relationship to be developed with
different account groups.
Selling Strategy Involves the planning of sales messages and interactions with customers.
Selling strategy can be defined at three levels: for
Definition of Teamwork Skills Skills salespeople must learn to build internal
partnerships that translate into increased sales and organizational performance. There are
Understanding the Other Individuals Fully understanding and
Five Sequential Stages of Self-Leadership - STDTA
Self-Leadership is a process of first deciding what is to be accomplished, and then
setting into motion the proper plan to achieve the desired objectives.
Stage 1: Setting Goals & Objectives: This is somet
There are 2 guiding principles when creating a sales plan:
Do them, and do them in writing Written plans are better developed and provide
more motivation and commitment. They ensure that priority items do not fall through
the cracks because something was
Stage 1: Defining the Strategic Role of the Selling Function This addresses the
strategic aspects of sales management.
The development of sales strategies for individual customers or customer
segments and the integration of these sales strategies with a f