Professional Documents
Culture Documents
CHAPTER
Factors Influencing
the Relationship-
Building Process
Sales person
Sales person
Customers
Sales person
Secondary
Customers decision
makers
© 1998 by Prentice Hall, Inc.
A Simon & Schuster Company
Upper Saddle River, N.J. 07458
FIGURE 3.2: WIN-WIN RELATIONSHIPS S-4 of 5
Sales person
Secondary Company
Customers decision support
makers staff
© 1998 by Prentice Hall, Inc.
A Simon & Schuster Company
Upper Saddle River, N.J. 07458
FIGURE 3.2: WIN-WIN RELATIONSHIPS S-5 of 5
Sales person
Secondary Company
Management
Customers decision support
personnel
makers staff
© 1998 by Prentice Hall, Inc.
A Simon & Schuster Company
Upper Saddle River, N.J. 07458
Developing thought processes that
enhance relationship strategy
◆ Voice quality
◆ Manners
◆ Conversational skills
comments on observations
compliments
search for mutuality
P ◆ Prepares strategically
A ◆ Asks questions
R ◆ Restates customer needs
T ◆ Teams
N ◆ Negotiates double-win solutions
E ◆ Exceeds customer expectations
R ◆ Reexamines
◆ Image
◆ Attitude
◆ Knowledge
◆ Sensitivity
◆ Enthusiasm
◆ Maturity
Percent of Message
55%
What you see or feel
Facial expression
Dress and grooming
Posture
Eye contact
Touches
Gestures 38%
7%
© 1998 by Prentice Hall, Inc.
A Simon & Schuster Company
Upper Saddle River, N.J. 07458
FIGURE 3.5: COMMUNICATION S-2 of 3
Percent of Message
55%
What you see or feel
Facial expression What you hear
Dress and grooming Tone of voice
Posture Vocal clarity
Eye contact Verbal
Touches expressiveness
Gestures 38%
7%
© 1998 by Prentice Hall, Inc.
A Simon & Schuster Company
Upper Saddle River, N.J. 07458
FIGURE 3.5: COMMUNICATION S-3 of 3
Percent of Message
55%
What you see or feel
Facial expression What you hear
Dress and grooming Tone of voice
Posture Vocal clarity
Eye contact Verbal
Touches expressiveness
Gestures 38%
7%
◆ Simplicity
◆ Appropriateness
◆ Quality
◆ Set goals
◆ Visusualization
◆ Monitor your self-talk
◆ Recognize your progress