3

CHAPTER

Factors Influencing the RelationshipBuilding Process

© 1998 by Prentice Hall, Inc. A Simon & Schuster Company Upper Saddle River, N.J. 07458

LEARNING OBJECTIVES: CHAPTER 3
x x x x x x

S-1 of 2

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

© 1998 by Prentice Hall, Inc. A Simon & Schuster Company Upper Saddle River, N.J. 07458

LEARNING OBJECTIVES: CHAPTER 3 x x x x x x S-2 of 2 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 © 1998 by Prentice Hall. Inc. N. A Simon & Schuster Company Upper Saddle River. 07458 .J.

A Simon & Schuster Company Upper Saddle River. Partnering involves establishing. reestablishing and maintaining relationships with customers. N. 07458 .J. Inc. © 1998 by Prentice Hall. high-quality. long-term relationship that focuses on solving the customer’s buying problem.RELATIONSHIPS ADD VALUE x x Partnering is a strategically developed.

A Simon & Schuster Company Upper Saddle River. 07458 . N.FIGURE 3.J. Inc.1: RELATIONSHIP STRATEGY S-1 of 1 Strategic/Consultative Selling Model Strategic step DEVELOP A PERSONAL SELLING STRATEGY DEVELOP A RELATIONSHIP STRATEGY Prescription  ADOPT MARKETING CONCEPT  VALUE PERSONAL SELLING  BECOME A PROBLEM SOLVER/PARTNER  ADOPT DOUBLE WIN PHILOSOPHY  PROJECT PROFESSIONAL IMAGE  MAINTAIN HIGH ETHICAL STANDARDS © 1998 by Prentice Hall.

07458 .2: WIN-WIN RELATIONSHIPS S-1 of 5 Sales person © 1998 by Prentice Hall. N. A Simon & Schuster Company Upper Saddle River.J. Inc.FIGURE 3.

2: WIN-WIN RELATIONSHIPS S-2 of 5 Sales person Customers © 1998 by Prentice Hall. Inc. 07458 .FIGURE 3.J. N. A Simon & Schuster Company Upper Saddle River.

07458 . Inc. A Simon & Schuster Company Upper Saddle River.J. N.FIGURE 3.2: WIN-WIN RELATIONSHIPS S-3 of 5 Sales person Customers Secondary decision makers © 1998 by Prentice Hall.

FIGURE 3.2: WIN-WIN RELATIONSHIPS S-4 of 5 Sales person Customers Secondary decision makers Company support staff © 1998 by Prentice Hall. 07458 . N. A Simon & Schuster Company Upper Saddle River. Inc.J.

A Simon & Schuster Company Upper Saddle River. N. 07458 .J.2: WIN-WIN RELATIONSHIPS S-5 of 5 Sales person Customers Secondary decision makers Company support staff Management personnel © 1998 by Prentice Hall. Inc.FIGURE 3.

07458 .J. The self image can be changed. N. A Simon & Schuster Company Upper Saddle River. Feelings and behavior are consistent with the self-image. attitudes.Developing thought processes that enhance relationship strategy Self-image—is shaped by the ideas. Inc. feelings and Other thoughts you have about yourself that influence the way yo relate to others . How to develop a positive self-image? © 1998 by Prentice Hall.

N.STRATEGIES THAT IMPROVE RELATIONSHIPS x x S-1 of 2 Positive thought processes—self-image&success Body language entrance and carriage shaking hands eye contact facial expression x Surface language wardrobe engineering © 1998 by Prentice Hall.J. Inc. A Simon & Schuster Company Upper Saddle River. 07458 .

J. A Simon & Schuster Company Upper Saddle River. 07458 .STRATEGIES THAT IMPROVE RELATIONSHIPS x x x S-2 of 2 Voice quality Manners Conversational skills comments on observations compliments search for mutuality © 1998 by Prentice Hall. N. Inc.

A SELLING PARTNER S-1 of 1 P A R T N E R x x x x x x x Prepares strategically Asks questions Restates customer needs Teams Negotiates double-win solutions Exceeds customer expectations Reexamines © 1998 by Prentice Hall. A Simon & Schuster Company Upper Saddle River. 07458 . Inc.J. N.

PROFESSIONAL SALES QUALITIES x x x x x x S-1 of 1 Image Attitude Knowledge Sensitivity Enthusiasm Maturity © 1998 by Prentice Hall. A Simon & Schuster Company Upper Saddle River. 07458 .J. Inc. N.

3: WIN-WIN PHILOSOPHY S-1 of 1 Win-Win People x x x x Win-Lose People x x x x x Help others solve problems Fix what caused problems Make life a happening Learn from the past. 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 x Make promises they never keep © 1998 by Prentice Hall.FIGURE 3.J. Inc. N. 07458 . live in the present. A Simon & Schuster Company Upper Saddle River.

J.FIGURE 3. 07458 .4: GESTURES SEND MESSAGES S-1 of 3 What might these gestures communicate? © 1998 by Prentice Hall. Inc. A Simon & Schuster Company Upper Saddle River. N.

A Simon & Schuster Company Upper Saddle River.4: GESTURES SEND MESSAGES S-1 of 3 What might these gestures communicate? © 1998 by Prentice Hall. 07458 . N.FIGURE 3. Inc.J.

FIGURE 3.J. Inc. 07458 . A Simon & Schuster Company Upper Saddle River. N.4: GESTURES SEND MESSAGES S-1 of 3 What might these gestures communicate? © 1998 by Prentice Hall.

N.SHAKING HANDS x x x x x S-1 of 1 Eye contact during handshake Degree of firmness Depth of interlock Duration of grip Degree of dryness of hands © 1998 by Prentice Hall. A Simon & Schuster Company Upper Saddle River. 07458 . Inc.J.

FIGURE 3. A Simon & Schuster Company Upper Saddle River. N. 07458 . Inc.J.5: COMMUNICATION Percent of Message 55% S-1 of 3 What you see or feel Facial expression Dress and grooming Posture Eye contact Touches Gestures 38% 7% © 1998 by Prentice Hall.

N.5: COMMUNICATION Percent of Message 55% S-2 of 3 What you see or feel Facial expression Dress and grooming Posture Eye contact Touches Gestures What you hear Tone of voice Vocal clarity Verbal expressiveness 38% 7% © 1998 by Prentice Hall. A Simon & Schuster Company Upper Saddle River.J. 07458 .FIGURE 3. Inc.

J. Inc.5: COMMUNICATION Percent of Message 55% S-3 of 3 What you see or feel Facial expression Dress and grooming Posture Eye contact Touches Gestures What you hear Tone of voice Vocal clarity Verbal expressiveness 38% 7% Words © 1998 by Prentice Hall. N. 07458 .FIGURE 3. A Simon & Schuster Company Upper Saddle River.

Inc. N. A Simon & Schuster Company Upper Saddle River. 07458 .J.WARDROBE GUIDELINES x x x S-1 of 1 Simplicity Appropriateness Quality © 1998 by Prentice Hall.

J. N. 07458 . A Simon & Schuster Company Upper Saddle River.BASIC RULES OF ETIQUETTE x S-1 of 1 x x x 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 © 1998 by Prentice Hall. Inc.

RELATIONSHIP BUILDING GUIDELINES x x x x S-1 of 1 Be genuinely interested in other people Be a good listener Encourage others to talk about themselves Talk about other people’s interest © 1998 by Prentice Hall.J. 07458 . N. Inc. A Simon & Schuster Company Upper Saddle River.

N. A Simon & Schuster Company Upper Saddle River. Inc.J.SELF-IMPROVEMENT STRATEGIES x x x x S-1 of 1 Set goals Visusualization Monitor your self-talk Recognize your progress © 1998 by Prentice Hall. 07458 .

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