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Action Selling
Flashcards for the Action Selling program
| Question | Answer |
|---|---|
| A "meeting of the minds" between the salesperon and customer. The Salesperson restates the customer's needs and gains agreement on them with the customer | Agree on Need - Act 4 |
| A complete, systematic approach to asking questions and uncovering differentiated needs related to you, your company and your product or service. | Ask the best questions map |
| A methodology used to develop skillfully phrased open-ended questions that will uncover needs for the strenghts of your product. | Back-tracking benefits |
| The value derived from the features of a product or service, usually expressed in dollars but can also be emotional | Benefit |
| A positive response from your customer to your product or service. Indicates a desire to move the selling process forward. It could mean it is time to gain committment. | Buying Signal |
| Questions that evoke a "yes" or "no" response. Used for gaining commmittment | Close-ended Questions |
| A goal we set for ourselves to gain feedback from the customer, in the form of an agreement, that moves the sales process forward: i.e., to get an order, to get an appointment or to be declared an eligible bidder | Committment Objective |
| Needs that any competitor can satisfy - quantity, size, color, etc. | Commodity Needs |
| Questions that will uncover generic needs and solutions such as quantity, color, size or form | Commodity Questions |
| Used to minimize fear, uncertainty and doubt, and avoid cancellations. Thank the customer, tell them you appreciate their business, and schedule the next event | Confrm the Sale- Act 8 |
| A key skill of an effective salesperson. An emphasis on serving the customer by first learning about their business needs and then communicating how to be a solution to them. | Consultant |
| Needs that allow you to present a unique solution | Differentiated Needs |
| Questions that will uncover unique needs and solutions where a distinct value can be added | Differentiated QUestions |
| The user or manager of the users of your product. They can say "no" or can recommend but cannot say "yes" without approval | End User Buyer |
| Any distinctive characteristic of a product or service | Feature |
| A predetermined sequence and thought process that a customer uses when considering a purchase. They are: Salesperson, Company, Product Price, and Time to Buy | Five Buying Decisions |
| Asking for agreement to move the sales process forward with the customer. | Gain Commitment - Act 7 |
| An open-ended question that helps you understand and increase the urgency associated with a specific need. | Leverage Question |
| Building rapport and demonstrating your interest in the customer by asking open-ended questions that are centered on the customer as a person, then listening to the answer. This step is vital in achieving the first buying decision - selling yourself. | Leverage Your People Skills - Act 2 |
| A process that synchronizes selling activity with the decision-making process. Commitment Objective, Leverage YOur People Skills, Ask the Best Questions, Agree on Need, Sell the Company, Sell the Product, Ask for Committment, Confirm Sale, Replay call | Nine Acts of Action Selling |
| These are responses to unasked questions. The customer has a specific reason why they are not making the buying decision yet. It relates to one of the Five Buying Decisions. | Objection |
| Questions that can't be answered with a yes or no. Open-ended questions begin with who, what, where, why, when or how. | Open-ended question |
| A critical skill of today's sales professional. Maximizing the use of available company and industry resources to provide solutions for the customer on an ongoing basis. | Orchestrator |
| Part of your pre-call plan where you consciously determine what you want to accomplish as a result of making the call | Plan to win - Act I |
| To gain commitment from the customer. This is why we are valued by our employer | Principal Mission of the Salesperson |
| A question used to uncover a hidden agenda or an undisclosed need | Question the question |
| An open-ended question that ends a TFBR by asking the customer how the feature and benefit will impact them | Reaction question |
| Continuously searching for new and better ways to service the customer. Proactively identifying problems and opportunities and providing solutions. | Relationship builder |
| A systematic method for post-call review and feedback. Differentiates professionals from amateurs | Replay the Call - Act 9 |
| Telling your Company Story or making Positive COmpany Statements which explain how your company is a good match for theirs | Sell the Company - Act 5 |
| Using TFBRs to present a powerful needs-based solution that your product or service can provide the customer | Sell the Product- Act 6 |
| The people that analyze the technical aspects of your proposals. Could be a buyer or engineer. They can say "no" and can recommend to an ultimate decision-maker | Specialist Buyer |
| Your customer's response to not being completely sold. However, they might not have a specific reason for it | Stall |
| The linking of the features and benefits of a product or service to the identified needs and eliciting a response from the prospective buyer | TFBR (Tie-Back, Feature, Benefit, Reaction) |
| A statement that begins a TFBR by referring back to an expressed need of the customer | Tie-Back |
| The person that controls the budget and can say yes to your proposal when everyone else says no. | Ultimate Decision Maker |
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