Podcast
Questions and Answers
What is the primary characteristic of serious listening?
What is the primary characteristic of serious listening?
- Casual engagement with the speaker
- Ignoring nonverbal cues
- Interrupting at intervals for clarity
- High levels of cognitive activity and concentration (correct)
What does the SIER model of active listening stand for?
What does the SIER model of active listening stand for?
- Sensing, Interacting, Evaluating, Responding
- Seeing, Interpreting, Evaluating, Reacting
- Sensing, Interpreting, Engaging, Reviewing
- Sensing, Interpreting, Evaluating, Responding (correct)
Which of the following activities is NOT part of effective listening?
Which of the following activities is NOT part of effective listening?
- Listening to understand the speaker's message
- Monitoring one's own concentration levels
- Responding immediately without thought (correct)
- Paying attention to nonverbal cues
What is the main function of verbal communication in selling?
What is the main function of verbal communication in selling?
Which statement best captures the essence of active listening?
Which statement best captures the essence of active listening?
Which option describes an ineffective active listening approach?
Which option describes an ineffective active listening approach?
What does paying attention during listening involve?
What does paying attention during listening involve?
How do pictures in communication compare to words?
How do pictures in communication compare to words?
What aspect of competitor knowledge is essential for a salesperson?
What aspect of competitor knowledge is essential for a salesperson?
Which of the following is considered a form of technology knowledge that enhances selling?
Which of the following is considered a form of technology knowledge that enhances selling?
Which service issue should a salesperson be prepared to discuss?
Which service issue should a salesperson be prepared to discuss?
What does personal ethics relate to in a professional context?
What does personal ethics relate to in a professional context?
Which of the following represents a deceptive practice in sales?
Which of the following represents a deceptive practice in sales?
Which of the following is NOT included in the considerations of service superiority?
Which of the following is NOT included in the considerations of service superiority?
Which technology was less available to salespeople twenty years ago compared to today?
Which technology was less available to salespeople twenty years ago compared to today?
Which concept outlines the minimum requirements for professional conduct?
Which concept outlines the minimum requirements for professional conduct?
What is considered an unethical sales practice when a salesperson lies about a competitor?
What is considered an unethical sales practice when a salesperson lies about a competitor?
Which of the following actions would be classified as illegal activities in sales?
Which of the following actions would be classified as illegal activities in sales?
What establishes possible product liability for a selling organization?
What establishes possible product liability for a selling organization?
What type of needs are defined by conditions related to specific environments, times, and places?
What type of needs are defined by conditions related to specific environments, times, and places?
What is a common misconception regarding misrepresentation in sales?
What is a common misconception regarding misrepresentation in sales?
Which of the following is NOT a responsibility under the SMEl Certified Professional Salesperson Code of Ethics?
Which of the following is NOT a responsibility under the SMEl Certified Professional Salesperson Code of Ethics?
What does 'Basis of the Bargain' refer to in sales?
What does 'Basis of the Bargain' refer to in sales?
What is a major consequence of negligence in sales?
What is a major consequence of negligence in sales?
What is a key element in building trust and relationships with customers?
What is a key element in building trust and relationships with customers?
How does a salesperson's knowledge of promotion and price affect their sales?
How does a salesperson's knowledge of promotion and price affect their sales?
Why is it important for salespeople to know their company's operation and policies?
Why is it important for salespeople to know their company's operation and policies?
What kind of knowledge is essential for a salesperson to understand their customers?
What kind of knowledge is essential for a salesperson to understand their customers?
What factor contributes to customers liking their sales representatives?
What factor contributes to customers liking their sales representatives?
Which type of knowledge directly influences a salesperson's effectiveness in closing deals?
Which type of knowledge directly influences a salesperson's effectiveness in closing deals?
How does knowing the competition benefit a salesperson?
How does knowing the competition benefit a salesperson?
Which knowledge base helps identify the specific needs of clients?
Which knowledge base helps identify the specific needs of clients?
What is the primary focus of interpreting in communication?
What is the primary focus of interpreting in communication?
How does evaluating contribute to active listening?
How does evaluating contribute to active listening?
Which of the following best describes nonverbal communication?
Which of the following best describes nonverbal communication?
What is the significance of proxemics in communication?
What is the significance of proxemics in communication?
Why is grammar important in the communication process?
Why is grammar important in the communication process?
What role do visual aids play in verbal communication?
What role do visual aids play in verbal communication?
What is the impact of logical sequencing in communication?
What is the impact of logical sequencing in communication?
Overall, how does responding contribute to effective communication?
Overall, how does responding contribute to effective communication?
Study Notes
Unethical Sales Practices
- Salespeople who push, hard sell, or use fast talking tactics can turn off customers.
- Common unethical practices include lying about competitors, exaggerating product benefits, and misrepresenting availability.
- Illegal activities involve defrauding, conning and misusing company assets.
Ethical Standards for Sales Professionals
- Sales and Marketing Executives International (SMEI) has developed a code of ethics for professional salespeople.
- The code outlines ethical principles and minimum requirements for conduct, including being honest, fair, and transparent.
Buyer Needs
- Five types of buyer needs are identified: Situational, Competitor Knowledge, Product Knowledge, Service, and Credit and Financial Consideration.
The Buying Process
- The decision making process for buyers involves considering several factors:
- Situational needs: These are specific needs affected by timing, environment, and location.
- Competitor Knowledge: Buyers need to understand competitor offerings to make informed decisions.
- Product Knowledge: Salespeople must have in-depth knowledge of their own products, including manufacturing details.
- Service: Salespeople should be able to address service issues. Examples include delivery, inventory, training, and guarantees.
- Technology: Salespeople need to utilize technology to enhance efficiency and communicate effectively.
- Credit and Financial Consideration: Buyers require information about financing options.
Knowledge Bases for Effective Sales
- Building trust and relationships with customers is crucial.
- Salespeople should exhibit knowledge in these eight areas:
- Industry
- Company
- Service
- Product
- Market/Customer Knowledge
- Competitors
- Technology
- Price Promotion
Importance of Understanding Customers
- Salespeople must understand their customers’ needs and benefits sought.
- Effective salespeople can then demonstrate how their products meet those needs.
Active Listening
- There are six facets of effective listening:
- Paying Attention
- Monitoring Nonverbal Cues
- Serious Listening
- Active Listening
- SIER Model (Sensing, Interpreting, Evaluating, and Responding)
- Social Listening
Verbal Communication in Sales
- This is a form of encoding information using words, pictures, and numbers.
- The goal is to create a clear mental image for the receiver.
- Sales aids like charts, graphs, and diagrams helps enhance comprehension and recall.
- Proper grammar and logical sequencing are essential for clear communication.
Nonverbal Communication in Sales
- This involves unconscious and conscious movements and utterances.
- It can convey a lot of information in addition to spoken words.
- Proxemics refers to the personal space between individuals, which influences communication dynamics.
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Description
Test your knowledge on ethical standards and practices in sales. This quiz covers topics such as unethical sales tactics, buyer needs, and the buying process. Understand the importance of honesty and transparency in sales dealings.
