DISCUSSIONs

LP - 5 SEMINAR Sales & Marketing: Qualities of Top Salespeople & Understanding the Customer National American University Dr. Gary S. White 1 2 Relationship Selling A sales practice that involves building, maintaining, and enhancing interactions with customers in order to develop long - term satisfaction through mutually beneficial partnerships. 3 What is Marketing? A Philosophy An Attitude A Perspective A Management Orientation A Set of Activities, including:

Products Pricing Promotion Distribution 4 What is Marketing? American Marketing Association Definition Marketing is the process of planning and executing the conception, pricing, promotion, and distribution of ideas, goods, and services to create exchanges that satisfy individual and organizational goals. 5 Steps in the Selling Process Generate Leads Qualify Leads Probe Customer Needs Develop Solutions Handle Objections Close the Sale Follow Up 6 Effective Sales Leaders Effective Sales Leaders ... Are assertive Possess ego drive Possess ego strength Take risks Are innovative Have a sense of urgency Are empathetic Ways to build partnerships and goodwill Maintain the perspective that the customer’s interest is paramount.

Remember customers between calls.

Build perceptions of trust.

Monitor order processing Ensure proper initial use of the product or service.

Help in servicing the product.

Provide expert guidance and suggestions.

Provide any necessary special assistance.

Handle customer complaints efficiently and effectively. Major components of trust and their relationship to partnerships Customer Orientation Dependability Honesty Competence Likeability Trust Bond needed for a partnership Identify specific actions you could take as a salesperson to provide evidence of your expertise, reliability, and concern for the buyer. 9  Complete the Seminar Assignment that is posted in the Course Announcement Section  Post your answers in the LP5 seminar drop box no later than the last day of the current LP. Seminar Post - Assignment