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

3-2 Emotional Intelligence... is the capacity for monitoring our own feelings and those of others, for motivating ourselves, and for managing emotions well in ourselves and in our relationships Emotional intelligence is a predictor of success It can be enhanced with self-development

3-3 Strategic/Consultative Selling Model FIGURE 3.1

3-4 Developing a Relationship Strategy Relationships add value Partnering—the highest-quality selling relationship Relationship strategies focus on four key groups Tailoring the relationship strategy

3-5 Relationships Add Value Customers perceive that value is added when they feel comfortable with the relationship they have with a salesperson Certain salesperson traits help create perception of value Honesty Accountability Sincere concern for customer welfare

3-6 Partnering—The Highest-Quality Selling Relationship Partnering—strategically developed, high- quality, long-term relationship focusing on solving customers’ buying problems It emphasizes building a relationship Selling must be viewed as process, not an event

3-7 Brakebush

3-8 Effective Relationship Strategies Focus on Four Key Groups FIGURE 3.2

3-9 Thought Processes to Enhance Relationship Strategy Self-image is key dimension Win-win philosophy Character and integrity

3-10 Self-Image... shaped by the ideas, attitudes, feelings, and thoughts you have about yourself that influence the way you relate to others Feelings and behavior are consistent with the self-image The self-image can be changed

3-11 Developing a More Positive Self-Image Focus on future, not past mistakes Develop expertise in selected areas Develop a positive mental attitude

3-12 The Win-Win Philosophy Customer satisfaction primary Adopting win-win is the first step in development of relationship strategy Both the buyer and seller come out of the sale with their respective best interests being served

3-13 Win-Win versus Win-Lose FIGURE 3.3

3-14 Character and Integrity Character includes personal standards, including honesty, integrity, and moral strength Integrity involves achieving congruence between what you know, say, and do Integrity has become a valuable character trait

3-15 Verbal and Nonverbal Strategies First customer contact critical Quick, superficial judgments are made These impressions can facilitate or distract The image a salesperson projects can influence the customer’s feelings about that salesperson

3-16 Nonverbal Messages Silent messages communicated through facial expressions, voice tone, gestures, appearance, posture, and other nonverbal means Nonverbal messages have greater impact than verbal messages Make sure verbal and nonverbal messages are consistent

3-17 Entrance and Carriage Believe and project that you have a reason to be there and something important to offer the client Communicate confidence with: Strong stride Good posture Friendly smile

3-18 Shaking Hands Proper greeting, symbolizes respect Make eye contact Use firm, deep grip Duration and dryness State your name when you extend your hand

3-19 Facial Expressions Facial expressions convey inner feelings People tend to trust a smiling face Reading facial expressions fairly universal across cultures FIGURE 3.5

3-20 Eye Contact Good eye contact says “I’m listening.” Prolonged eye contact can send the wrong message

3-21 Effect of Appearance Simplicity Appropriateness Formal Business casual Quality Visual integrity See Dress Codes Deciphered by:Dress Codes Deciphered

3-22 Alert: Business Fashion Police All too often college students don’t have the basics of a business wardrobe when they graduate Research the industry you wish to enter and buy accordingly Gift certificates make good graduation gifts

3-23 Voice Quality and Relationships Ever hear “It’s not just what you say, but how you say it?” Avoid rapid-fire speech Vary speed of your delivery Sound upbeat and energetic, but not phony Convey enthusiasm in your voice Try to sound “relaxed” Avoid bad speech habits

3-24 Manners and Relationships Avoid temptation to start on first name basis Avoid offensive comments or jokes Recognize the importance of punctuality When dining, avoid discussing business before meals are ordered, unless customer initiates When leaving voic messages, leave a clear, concise message Avoid cell-phone contempt

3-25 Conversational Strategies From Dale Carnegie: Become genuinely interested in other people Be a good listener Talk about interests of others From text: Comment on here and now observations Compliment your customers when appropriate Find mutual acquaintances or interests

3-26 Artifacts Application The self-selected objects that surround a person are called artifacts What can you learn from? Pictures in an office Objects on a person’s desk The type of car customers own Analyze what the “office” in the NEXT SLIDE communicates

3-27 Artifacts Application