Presentation on theme: "Successful Professional Salespeople . . ."— Presentation transcript:
1Successful Professional Salespeople . . . Are psychologists first, being students of ‘people’, sensitive to feelings and emotions, not anxious to rush into a presentation until they know the kind of person they are dealing with.Understand people:Have one thing in common: they’re different, so what appeals to one person may not work with anotherDo business with people they like, all other things equalDo business with people they like, all other things NOT equal (Lee Iacocca)Must buy you before they will buy your productAre excellent communicators
2Psychological and Sociological Theories of Human Attitudes and Behavior Transactional AnalysisSocial Styles
3What Does That Mean?This morning, John said to Mary, “Why don’t I take you to dinner tonight?” Explain what John meant likely depended on how he asked the question.
4Honey, Have You Seen My Car Keys? Harry and Wilma are husband and wife. One morning, Harry is running late for work and can’t find his car keys. When he asks for Wilma’s assistance in finding them, they eventually get into an argument. Who’s fault was it?
5Don’t Grump At MeOne summer evening recently, a lady walks into a restaurant of a well-known national chain. She places an order after waiting in line for another lady friend and four kids who are with her. After receiving her food, she discovers she did not get everything she ordered. She returns to the counter and complains, “First, I have to wait and wait to place my order. Then, you mess it up on top of that.” Robbie, who had taken her order makes a mistake in responding to the complaint. What did Robbie do? What should Robbie have done?
6There’s A ‘Good’ Farmer Luke’s father would often take the family for a drive around the countryside after supper on Sunday. His father liked to look at other farms. Luke’s father would sometimes say, “He’s a good farmer” when driving by a farm. What was the basis for his father’s conclusion?
7Well It Worked the Last Time Charlene had a very successful sales call when she called on Herman. She had ‘tons’ of information and Herman was seemingly interested in every detail, every number, every fact. When she gave the same presentation on her next stop with Paul it backfired. What went wrong and why?
8Transactional Analysis A model for explaining why and how:People think like they doPeople act like they doPeople interact/communicate with othersBased on published ‘psychological’ work such as:Games People Play (Dr. Eric Berne)I’m OK - - You’re OK (Dr. Tom Harris)Born to Win (Dr. Dorothy Jongeward)
9Our Brain (according to Berne) Determines what we think and how we actActs like a tape recorder while recordingEventsAssociated feelingsHas 3 distinct parts or ego statesParentAdultChild
10Parent Ego StateThoughts, feelings, attitudes, behavioral patterns based on messages or lessons learned from parents and other ‘parental’ or authoritarian sourcesShoulds and should nots; oughts and ought nots; always and neverPrejudicial views (not based on logic or facts) on things such as:religion dress salespeopletraditions work productsmoney raising children companiesNurturing views (sympathetic, caring views)Critical views (fault finding, judgmental, condescending views)
11Adult Ego StateThoughts, feelings, attitudes, behavioral patterns based on objective analysis of information (data, facts)Make decisions based on logic, computations, probabilities, etc. (not emotion)
12Child Ego StateThoughts, feelings, attitudes, behavioral patterns based on child-like emotions, impulses, feelings we have experiencedChild-like examplesImpulsiveSelf-centeredAngryFearfulCuriousEager to pleaseHappyPleasure seekingRebellious
13Ego PortraitsPeople have favorite, preferred ego state, depicted by larger circle in a diagramParent Adult ChildPPPAAACCC
14Human Interaction Analysis A transaction = any interaction or communication between 2 peoplePeople send and receive messages out of and into their different ego statesHow people say something (what others hear?) just as important as what is saidTypes of communication, interactionsComplementaryCrossedUlterior
15Intonations: It’s the Way You Say It! What it meansI was going to take someone else.Instead of the guy you were going with.I’m trying to find a reason why I shouldn’t take you.Do you have a problem with me?Instead of going on your own.Instead of lunch tomorrow.Not tomorrow night.Placement of the emphasisWhy don’t I take you to dinner tonight?
16Complementary ‘Transactions’ Interactions, responses, actions regarded as appropriate and expected from another person.Parallel communication arrows, communication continues.Example 1: #1 What time do you have?#2 I’ve got 11:15.PPAACC
17Complementary ‘Transactions’ cont’d Example 2:#1 You’re late again!PP#2 I’m sorry. It won’thappen again.AACC
18Crossed ‘Transactions’ Interactions, responses, actions NOT regarded as appropriate or expected from another person.Crossed communication arrows, communication breakdown.Example 1 #1 What time do you have?#2 There’s a clock on the wall, why don’t you figure it out yourself?PPAACC
19Crossed ‘Transactions’ cont’d Example 2 #1 You’re late again!#2 Yeah, I know, I had a flat tire.PPAACC
20Ulterior ‘Transactions’ Interactions, responses, actions which are different from those explicitly statedExample #1 How about coming up to my room andlistening to some music?PPAACC
21Some Selling Implications of TA Develop an adaptive selling strategy for ‘parent’, ‘adult’, ‘child’ customers‘Best’ communication exchange for selling?Remember to respond in ‘complementary’ mannerMost effective selling involves adult to adultStrokes, or positive interactions, importantVerbal (e.g. hello, compliment)Touch (handshake, pat on back)A giftListening
22Being a ‘Response Able’ Salesperson Recognize you cannot control another’s behavior, but you can affect their behavior by the way you respond to them.Remember you control your own behavior and thoughts.Keep things in perspectiveDon’t sweat small stuffGive it test of timeAsk if it’s happened beforeDistinguish what can be changed from what can’tFocus on haves vs. have notsHave realistic expectationsLife is not fair or perfectBad (good) things happen, usually don’t last foreverThings don’t always go according to planPeople don’t always act as you’d like (remember ego state explanations, people have ‘bad’ days, etc.)
23Dealing with Difficult Customers Keep ‘adult’ ego state in control of yourself.Don’t get defensive, argumentative, emotional.Don’t take it personally.Move cautiously, stay cool, remember complementary transactions and strokes.Do not need to take continued abuse.If handled well (e.g. didn’t embarrass customer, allowed them to take something out on you), can turn out to be positive later.
24Sales Quotes: Transactional Analysis When a relationship is right, details are negotiable;When tension is high, details become obstacles.
25Sales Quotes: Transactional Analysis Rule #1:The customer is never wrong.Rule #2:If the customer is wrong, read rule #1.