1. Chapter 3 Factors Influencing the Relationship-Building Process

2. 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

3. 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

4. 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.

5. 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

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

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

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

9. 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

10. PROFESSIONAL SALES QUALITIES Image Attitude Knowledge Sensitivity Enthusiasm Maturity

11. 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

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

13. 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

14. WARDROBE GUIDELINES Simplicity Appropriateness Quality

15. 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

16. 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

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