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Data Sales Final Test with Complete Solutions.
Sellers should hold off on making a product recommendation until they have uncovered value for the customer - ✔✔True Making the right product recommendation requires that you: - ✔✔-Have confidence in your product
- Put small bits of data together in a way that helps you connect the dots · Synthesize all of the information that you gleaned from the needs analysis and create a logical proposal for the customer Examples of phrases within each step of the SPET process: - ✔✔· Based on what you have told me (Summarize) · I recommend (Present) · Because this package gives you flexibility (Explain) · Would you agree? (Trial close) A "need satisfaction" presentation is best suited for - ✔✔consultative environments You begin to talk about the product in the - ✔✔"presenting solutions" stage of the sales process To explain the value proposition - ✔✔sellers need to translate motives into benefits When you make a product recommendation, you should - ✔✔· Describe the offering in a way that helps the customer understand why it is the best fit · Educate the customer on how to effectively utilize the product and activate all of the features and benefits that were purchased
· Leverage the information learned in the needs analysis · Explain the value proposition to the customer When delivering the benefit of a product feature, you are encouraged to use the phrase - ✔✔What this means to you Sellers should present benefits when they can be reinforced with the information learned in the - ✔✔Needs Analysis When overcoming objections, you are encouraged to: - ✔✔· use the objection as an opportunity to sell benefits · show empathy · close the objection with a trial close question The following questions are examples of what you would ask when attempting to overcome an objection: - ✔✔· Is there anything else besides your busy schedule that would keep you from buying? · On a scale of 1 to 10, how interested are you in this package? · There is probably a reason why you are hesitating on buying today. Do you mind if I ask what it is? · Supposed we lived in a perfect world with no scheduling conflicts, how many games would you attend? Steve DeLay recommends using the phrase - ✔✔How do you mean?" to get more complete information from the customer about the objection The "let me think about it" objection is a smokescreen that hides the real objection - ✔✔True · Objections: - ✔✔· Present an opportunity to move the conversation forward
Example phrases that indicate strong buying signals: - ✔✔o How do I purchase tickets online?" o "I can only buy these if we have a parking spot near the stadium" o "Having our seats all in the same area would be great" Examples of closing methods - ✔✔o Questions: "Can you see where X package would benefit you by..." o Legitimate alternative choice: "Which plan works best for you--the ten game or the twenty game plan?" o Direct request: "Let's go ahead and get you signed up" o Urgency: "The registration deadline is only five days away" o Benefit summary: "Based on what you've told me, it sounds like X package is the best fit because" o Negotiation: "If there was a way that I could guarantee you the seats that you want, you would buy this season?" You should emphasize or demonstrate the following with the customer when trying to close: - ✔✔o Persistence o Benefits Scarcity (if exists Sellers should always be looking for ways to use scarcity to create a sense of - ✔✔Urgency Cross selling - ✔✔is when you offer additional products to compliment the package that is being sold
While you should never cut your price, you can reconfigure plans and prices based on the customer's - ✔✔Priorities The majority of meaning within a message communicated comes from - ✔✔nonverbal communication Proxemics, physical appearance, and body language - ✔✔are components of nonverbal communication Body language that is generally perceived as positive: - ✔✔o leaning forward in a chair o eye contact o smile o uncrossed arms and legs o nodding of the head Body language that is generally perceived as negative - ✔✔o blank stare o slumping o pursed lips o crossed arms and legs · In sales, it is not expected that you extend your hand for a handshake in all business settings - ✔✔True In attempting to describe the way that an electronic ticket exchange system works, a salesperson says that "the electronic ticket exchange program is a breeze." - ✔✔This statement is an example of metaphor When selling to analyticals - ✔✔it is important to be accurate with verifiable facts Components of the CAREfully listening model are: - ✔✔o Concentrate o Acknowledge o Restate
Cookies generated through team website visits is generally not a source used by sport organizations to gather customer data - ✔✔True Sports teams do not use CRM systems to predict team performance - ✔✔True Top sport sales performers typically do not rely on the leads provided by their employer, but - ✔✔rather seek out their own through personal networks Examples of data collected in a typical CRM: - ✔✔o Birth date o Number of children Household income Implementing an online ticket sales renewal platform as suggested in a customer focus group is representative of a - ✔✔Social CRM Philosophy According to the Spurs F.A.M.I.L.Y. customer service standards, employees are to acknowledge children first when walking with a parent. - ✔✔Kneel down, make eye contact with the child at their level and welcome them individually Some (not all) of the rules for creating a comprehensive customer service plan include: - ✔✔o Customer service on their terms o Finding compatibility o Hiring the right people o Hire attitude, train skills After a customer has purchased tickets and attended the game, - ✔✔· an account representative should create monthly touchpoint plans including personalized communication on birthdays To best use an evaluation matrix to evaluate customer retention - ✔✔establish a goal or set of goals; then a metric, how you will measure the metric, and at what times you will measure the metric It is important to create relationships with customers because: - ✔✔o Sport organizations still have to finance its
operations when the team is losing (i.e. cannot depend on performance) o Retaining customers is less expensive and time-consuming than acquiring new customers o Lifetime customers create lifetime value As a sport manager for the Arizona Diamondbacks, you notice that many of your customers have repeatedly requested more game experiences where they are allowed to bring pets. A way to respond would be to: - ✔✔o Work to include pet-friendly opportunities at Diamondbacks games to enhance the gameexperience for this particular group of customers o Seek pet-affiliated corporate sponsorship opportunities Aftermarketing - ✔✔refers to how sport managers approach retaining or developing customers after the customer has purchased the product The best strategy is to offer a variety of platforms to renew; - ✔✔it is important to accommodate customer preferences when possible Sport sellers tend to be more focused on individualistic goals, while - ✔✔sales managers consider team goals first Major management theories discussed in the chapter (and that you should know): - ✔✔-Scientific management
- Behavioral management Total quality management Scientific management - ✔✔theory is focused on finding the most efficient way for workers to perform job duties Today, many top sport organizations use job fair to help recruit potential sales employees
- ✔✔True
