Chapter 3 Factors Influencing the Relationship-Building Process.

Slides:

Advertisements

Similar presentations

The Job Search Resumes and Interviews an Overview.

Advertisements

EFFECTIVE COMMUNICATION Disability Skill Set Unit.

DEVELOPING A PROFESSIONAL PRESENCE Center for Professional Communication.

Chapter 6 Developing a Professional Presence. Learning Objectives After studying Chapter 6, you will be able to: © 2012 Cengage Learning. All rights reserved.6–2.

Chapter 13 Initiating the Sale

Initiating the Sale Chapter 13.

Selling Today CHAPTER 1 PERSONAL SELLING AND THE MARKETING CONCEPT

101 Ways to Improve Your Communication Skills. Objectives Communication Techniques Listening Speaking and Listening Speaking and Writing General Tips.

Communication Skills for Administrators and Board Members

 Service : activity done for another person  Hospitality is the business of satisfying people’s needs  Customer Service : total customer experience.

1 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Interpersonal Skills, Human Behavior & Non-Verbal Communication.

3-1 Creating Value with a Relationship Strategy Selling Today 10 th Edition CHAPTER Manning and Reece 3.

Creating Value with a Relationship Strategy

Communication for Relationship Building: It’s Not All Talk

Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall CHAPTER 3 Creating Value with a Relationship Strategy.

1.02 Understand effective communication. Journal Prompt #1 How do you communicate? Do you like to talk? Are you a good listener? What makes you a good.

1.02 Understand effective communication

Marketing Co-op Chapter 13.1 and 13.2

WITH A RELATIONSHIP STRATEGY

PRESENTED FOR: Southern State Community College North Coast Polytechnic Institute Strategies for Prevention …rather than Reaction Conflict Resolution;

Hone Your Communication Skills

Chapter 3: Verbal Communication Skills

COMMUNICATION in Nursing Concepts of Nursing NUR 123.

Principles of Successful Selling

Preparing and Planning to Manage

PROFESSIONAL SELLINGGOLDENCHAPTER 1 COMMONALITIES COMMONALITIES Scope of Competition Sell Intangibles Information Age Add Value Damn It! Role in Marketing.

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Communicating in Teams: Listening, Nonverbal, and Meeting.

RELATIONSHIPS. What is important in a relationship?  Communication – the process of sharing information, thoughts, or feelings.  How do we communicate?

Lesson 1 Taking responsibility for your health begins with a commitment to take charge of your actions and behaviors in a way that reduces risks and promotes.

What Is Selling? Chapter 13 Initiating the Sale Section 13.1 The Sales Process Section 13.2 Determining Needs in Sales Section 13.1 The Sales Process Section.

PREPARING FOR A SUCCESSFUL INTERVIEW Presenters - Ja Rita S. Johnson Cassandra Blackwell Cassandra Blackwell.

Delivering An Effective Presentation. Objectives 1.To share information and experiences on presentation delivery. 2.To recognize, address and deal with.

Communicating Effectively How are your communication skills?

wikipedia shows :Communication is the exchange of thoughts, messages, or information, as by speech, visuals, signals, writing, or behavior.

3-1 9 TH EDITION CHAPTER 3 CREATING VALUE WITH A RELATIONSHIP STRATEGY Manning and Reece PART II.

5-1. Communication for Relationship Building: It’s Not All Talk Chapter 5 Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin 5-1.

© 2007 The McGraw-Hill Companies, Inc. All rights reserved.

Communication Just the Basics. Non-Verbal Communication n Now you can TALK! n Tell me how you felt during the experiment…

Personal Selling and the Marketing Concept

Chapter 9 Approaching the Customer. LEARNING OBJECTIVES Describe prescriptions in presentation strategy Describe role of objectives in presale presentation.

Non-verbal messages Posture Open/closed stance Facial expression Eye contact Gestures /active listening Personal space.

Troubleshooting methodology Unit objectives Describe the CompTIA A+ troubleshooting model Interact professionally with users and achieve customer satisfaction.

Body Language, Interview Skills, Business Etiquettes

Concepts & Practices is the capacity for monitoring our own feelings and those of others, for motivating ourselves, and for managing emotions.

 Who are you presenting to?  What do they want to know?  Deliver the presentation to meet the objectives of your audience.

3-1 Creating Value with a Relationship Strategy Selling Today 10 th Edition CHAPTER Manning and Reece 3.

PRESENTING 8 December 2014 Annabel Shilton Leadership Coach & Consultant.

Communicating Effectively (1:46) Click here to launch video Click here to download print activity.

Developing Communication Skills

Nonverbal Communication. Communication in general is process of sending and receiving messages that enables humans to share knowledge, attitudes, and.

Preparing and Planning to Manage Glencoe Entrepreneurship: Building a Business Entrepreneur or Manager? Management Styles and Skills 14.1 Section 14.2.

High Performance Coaching = 3 April 12, 2005 Canadian Process Control Association.

CHAPTER 3 and NVC!. RELATIONSHIP STRATEGY Emotional Intelligence Relationships add value Partnering with Four Key Groups –Customers –Secondary decision.

Chapter 5 Lesson 2 What is communication?. Communication is when 2 or more people exchange thoughts, feelings, and beliefs. Listening and speaking form.

1 COMMUNICATION SKILLS UNT in partnership with TEA. Copyright ©. All rights reserved.

Chapter 13 Initiating the Sale.

CHAPTER 8 PROVIDING QUALITY CUSTOMER SERVICE. SECTION 1 - CUSTOMER EXPECTATIONS Quality service causes both the number of customers and the value of accounts.

Chapter 3 Creating Value with a Relationship Strategy.

Communication: The Essential Skill.

Collaboration, Interpersonal Communication, and Business Etiquette

Nonverbal Communication in Customer Service

Positive Verbal Communication

Initiating the Sale.

Initiating the Sale.

Understand effective communication

1.02 Understand effective communication

Communicating in Teams and Mastering Listening and Nonverbal Skills

1.02 Understand effective communication

1.02 Understand effective communication

Presentation transcript:

Chapter 3 Factors Influencing the Relationship-Building Process

LEARNING OBJECTIVES Explain importance of relationship strategy Define partnering Describe partnering relationships List key groups to develop relationship strategies Discuss how self-image impacts relationships Describe importance of double-win relationship

LEARNING OBJECTIVES Identify nonverbal factors impacting image Define surface language Discuss appropriate dress Discuss voice quality and good manners Describe conversational strategies Explain how to establish a self- improvement plan

RELATIONSHIPS ADD VALUE Partnering is a strategically developed, high-quality, long-term relationship that focuses on solving the customer s buying problem. Partnering involves establishing, reestablishing and maintaining relationships with customers.

FIGURE 3.1: RELATIONSHIP STRATEGY DEVELOP A PERSONAL SELLING STRATEGY DEVELOP A RELATIONSHIP STRATEGY Strategic/Consultative Selling Model Strategic step Prescription ADOPT MARKETING CONCEPT VALUE PERSONAL SELLING BECOME A PROBLEM SOLVER/PARTNER ADOPT DOUBLE WIN PHILOSOPHY PROJECT PROFESSIONAL IMAGE MAINTAIN HIGH ETHICAL STANDARDS

FIGURE 3.2: WIN-WIN RELATIONSHIPS Sales person Customers Secondary decision makers Company support staff Management personnel

STRATEGIES THAT IMPROVE RELATIONSHIPS Positive thought processes Body language entrance and carriage shaking hands eye contact facial expression Surface language wardrobe engineering

STRATEGIES THAT IMPROVE RELATIONSHIPS Voice quality Manners Conversational skills comments on observations compliments search for mutuality

A SELLING PARTNER Prepares strategically Asks questions Restates customer needs Teams Negotiates double-win solutions Exceeds customer expectations Reexamines P A R T N E R

PROFESSIONAL SALES QUALITIES Image Attitude Knowledge Sensitivity Enthusiasm Maturity

FIGURE 3.3: WIN-WIN PHILOSOPHY Help others solve problems Fix what caused problems Make life a happening Learn from the past, live in the present, and set goals for the future Make and keep commitments See problems in solutions Fix the blame Let life happen to them Live in the past Make promises they never keep Win-Lose PeopleWin-Win People

SHAKING HANDS Eye contact during handshake Degree of firmness Depth of interlock Duration of grip Degree of dryness of hands

FIGURE 3.5: COMMUNICATION What you see or feel Facial expression Dress and grooming Posture Eye contact Touches Gestures Words What you hear Tone of voice Vocal clarity Verbal expressiveness

WARDROBE GUIDELINES Simplicity Appropriateness Quality

BASIC RULES OF ETIQUETTE Avoid temptation to address new prospects by first name Avoid offensive comments or stories Do not express personal views on politics or religion At business luncheons do not discuss business before the meal is ordered unless client initiates subject

RELATIONSHIP BUILDING GUIDELINES Be genuinely interested in other people Be a good listener Encourage others to talk about themselves Talk about other people s interest

SELF-IMPROVEMENT STRATEGIES Set goals Visualization Monitor your self-talk Recognize your progress