GCQ7 John Arthur on hate speech
According to Arthur's definition of harm, which of these are harms?
A. Being temporarily frightened by racist or sexist talk
B. Seeing a shocking sight, such as a dark-skinned mannequin hanging from a
noose or a swas
GCQ6 Matsuda and Arthur on hate speech
According to Mari Matsuda, members of targeted minority groups see individual acts of
hate speech as part of a widespread pattern of verbal harassment and violent physical
attacks on members of their group. Me
Tactical Questions Questions used to shift or redirect the topic of discussion
when the discussion gets off course or when a line of questioning proves to be of
little interest or value.
Reactive Questions Questions that refer to or directly result from i
Existing Business These salespeoples primary responsibility is to maintain and further
cultivate relationships with existing customers.
Order-Takers Also called Farmers, these salespeople specialize in maintaining
current business. These salespeople hav
Knowledge Bases Help Build Trust and Relationships The more the salesperson knows, the
easier it is to build trust and gain the confidence of the buyer. Buyers have certain expectations of
the salesperson and the knowledge that he or she brings to the tab
Dependability Predictability of a persons actions. Predictability A salespersons
behavior that can be foretold on the basis of observation or experience by a buyer.
Salespeople must remember the promises they make to a customer or prospect. Once
More money is spent on B2B personal selling than advertising.
Transaction Based selling Buyer is more important.
Know about the difference Sales Dialogue and Sales Call.
Remember that sales are like a profession. It shou
Service The effective salesperson must be ready to address Service Issues Concerns of
the buyer that the salesperson should address. Such as:
Does the company service its products or does the company send them to a third party?
Does the company servic
Competitor Knowledge Salespeople will probably be asked how their product stands up
against the competition. These are important questions that every salesperson must be
prepared to answer. Salespeople must have knowledge of their competitors strengths an
Basis of the Bargain When a buyer relies on the sellers statements in making purchase
Although these tactics might increase sales in the short run, salespeople ruin their trust
relationship with their customer and company.
Why Is Trust Important? Since competition is at an all time high now it is proven that
pushy sales tactics do not work. This is why Trust-Based Sales works. Buyers now want
unique solutions to their problems product solutions that are customized on the ba
Consumer Market A market in which consumers purchase goods and services for their
use or consumption. Consumers purchase goods and services for their own use or
consumption and are highly influenced by peer group behavior, aesthetics, and personal
Deceptive Practices Buyers have been turned off by all salespeople because of experience
with only a few unscrupulous salespeople. All salespeople (good and bad) pay the price for
this behavior. The salesperson must choose the trust-building approach to s
Chapter 4: Communication Skills
Trust-Based Sales Communication Talking with rather than at the customer. A collaborative
and two-way form of communication that allows buyers and sellers to develop a better
understanding of the need situation and work tog
Types of Questions Classified by Amount and Specificity of Information Desired:
Open-End Questions Questions designed to let the customer respond freely;
the customer is not limited to one or two-word answers, but is encouraged to
disclose personal and/or
Summary of The Three Types of Buying Decisions
Newness of Problem
The Growing Importance of Salespeople in Buyers Post-Purchase Evaluations Knowing
the difference between Functional (Must-Haves) and Psychological (Delighters) Attributes is
very important for salespeople.
Functional Attributes Possess a close correspon
Understanding Post-Purchase Evaluation and the Formation of Satisfaction Research
shows that buyers evaluate their experience with a product purchase on the basis of product
characteristics that fall into a Two-Factor Model of Evaluation A post-purchase e
Purchasers Have the responsibility for negotiating final terms of purchase with
suppliers and executing the actual purchase or acquisition. Example: Purchasing Team
Gatekeepers Members who are in the position to control the flow of information to and
Modified Rebuy Decisions A purchase decision that occurs when a buyer has experience in
purchasing a product in the past but is interested in acquiring additional information regarding
alternative products and/or suppliers. This purchasing decision lies b
o Buyers allocate little, if any, time and resources to this form of purchase decision.
o The Salespersons main duties are to: (1) Keep contact with the buyer so that
when there is a change in the buying situation or if the current supplier makes a
1. Amiables Individuals who are high on responsiveness, low on assertiveness, prefer to
belong to groups, and are interested in others.
2. Expressives Individuals who are high on both responsiveness and assertiveness, are
Mastering Communication Style Flexing The ability for a salesperson to flex, not
completely change, their own communication style. A salesperson completely changing
their style may come off as fake.
Buying Teams Teams of individuals in organizations that
Phase 5 Acquisition and Analysis of Proposals Based on the detailed specifications,
requests for proposals (RFP) are developed and distributed to the qualified potential suppliers.
The qualified suppliers develop and submit proposals to provide the produc
1. Knowledge Needs The desire for personal development, information, and
knowledge to increase thought and understanding as to how and why things
Example: Product information, newsletters, brochures, and training and user
support group meetings/
Derived Demand Demand in business markets that is closely associated with the demand
for consumer goods. For example, when the customer demand for new cars and trucks
increases, the demand for rolled steel also goes up.
Effective salespeople identify an
1. Call Attention to Neglected Attributes The salesperson can increase the buyers
evaluation of the proposed offering by pointing out the attribute that was missed.
Phase 6 Evaluation of Proposals and Selection of Suppliers The buying decision is the
Many salespeople find it helpful to group customer needs into one of five basic
types or categories that focus on the buying situation and the benefits to be provided
by the product or service being chosen. These five general types of buyer needs are
Buying Decision Process Phases
1. Recognition of the problem or need.
2. Determination of the characteristics of the item and the quantity needed.
3. Description of the characteristics of the item and quantity needed.
4. Search for qualification of potent
1. Modify the Product Offering Being Proposed Developing a better understanding
of the adhesive buyers perceived importance of certain characteristics, the BondIt
salesperson could offer a different adhesive formulation that is not as easy to apply,