Week 2: Sales From A Strategic Perspective
- Discussion
Account Relationships (graded)
Review Earning Buyer Trust and read about the five trust earning components identified in research on trust.
Rank the relative importance of these five components based on your experience.
a) Explain your rationale for your selection and ranking.
b) How do you think that you measure up on earning buyer trust? What are your strengths and weaknesses?
Responses
Response
Buyer
Trust
Author
Professor Dervis
Date/Time
7/15/2012 10:50:56 AM
What would make a sales rep "unlikeable" - but still someone you would want to do
business with?
Thanks!
Jocelyn
RE:
Buyer Jorge Guerrero
Trust
7/20/2012 2:51:11 PM
Someone that gets the job done and is honest will be still in the run to make
business with. For example, I am an assistant manager at a CVS store and
some of our beer venders are disliked by my team members including me but
the guys get the job done faster then any other vender I have seen. They
might not be the most liked but at least they tell us when they will be at the
store, get there on time, and deliver their merchandise the fasted I have seen.
RE:
Buyer Sandy Conover
Trust
7/18/2012 9:58:33 PM
For me being likeable would be my number one, if I dont like you there is no
way I'm going to even get close enough to talk with you.
Second for me would be Honest if I cant trust you to tell me the truth then I
cant do business will you.
Third would be Competent a sales rep has to know what they are talking
about and doing.
Fourth would be dependable I need to know that I can count on my sales rep
to bethere whenI need them.
And last but not least customer oriented I need to know that my rep is looking
out for my interests and not just their own pocket books.
RE:
Buyer Omer Mennan Guler
Trust
7/19/2012 1:21:34 PM
The thing that most bothers me when I shop is, salesperson's following me
and always giving advises to me.
When I needed help, I will find he/she already.
In addition, I think efforts to persuade me to take heed of a product is also
very impulsive.
RE:
Buyer Joseph Rossi
Trust
7/18/2012 2:48:13 AM
I've noticed that there is a lot of references being made to "car salesman"
within the parameters of this topic, which is fine if you're evaluating the
essential qualities of a business to consumer setting, but I think the optimal
parameter here is B-2-B qualities which I've dealt with in past experiences
within sales itself...example, when working an entry level position years
back, I worked with sellers and source suppliers that I really didn't care if I
crossed paths with on a personal level outside the exchanges of the business
place, but when your in a position that needs they're particular product line
that's paramount to your services, then your kindda stuck until you exchange
with a more pleasant scenario which is what occurred when I worked for a
regional air carrier in Chicago that had an account with Sky Chef, which
caters the food line end items for most of the major carriers, but then I
crossed paths with one of their direct competitors, who cut the price of the
service items by more than 11%, and personally took exception to their
product lines by continually introducing sample items for us to chose from for
possible cabin service introduction into our flights... needless to say, the
Exec's ate well in the office for a few months thereafter, and I made it out of
material services, into operations, which is where I needed to be in the first
place... This was kiddo's for me in the office for awhile after we told Sky
Chef to take a hike...
RE:
Buyer Jason Obrock
Trust
7/18/2012 3:58:54 PM
There are many factors that would make a salesperson unlikeable, such as
personality, how pushy they are, how they interact with customers, and how
they deal with coworkers. The traits that would make me keep coming back
are, the price or the quality of the product, or if the person gets the job done.
If there is a product that its quality is vastly superior to its competitors, then I
would want to simply go with that product over a better rep. However, if it
was to be a long term relationship, then I would seriously reconsider utilizing
that company, or at least rep. Transactions that are minimal or have minimal
dealings with the rep, and if that rep was unlikeable, then I wouldn't mind
doing business. If they generally are a scummy person, I wouldn't want to do
business regardless of the product quality, cost or any other traits.
RE:
Buyer Meghan Buonanno
Trust
7/18/2012 6:20:24 PM
Of the five trust earning components listed I would rank honesty the first in
earning buyer trust. This is because you cannot have trust without honesty.
The second most important component would have to be competent. I would
say this is second in earning buyer trust because it proves to the buyer that the
salesperson knows what he or she is doing. The third most important
component in earning buyer trust would be likeability. If someone likes you
they are more likely to trust you and buy something from you. The fourth
would have to be customer oriented. This is because it is not the most
important to the customer but it is important that the customer knows that you
have their best interests in mind. Finally, I would say that the least important
component in earning buyer trust would be dependability. This is because it is
important that the customer can count on their sales rep but it is not the most
important factor in earning buyer trust. All of these components are important
to earning buyer trust. I believe that I would be very good at earning buyer
trust because I am honest and dependable. People look to me to get things
done at my current job and I am very competent. I would definitely be able to
earn the buyers trust because of all of these qualities that i possess. I would
maybe have to work on being more customer oriented because I do
sometimes put my needs before others but I mostly think about others first.
RE:
Buyer Wendy Mayorga
Trust
7/17/2012 6:52:30 PM
If the sales rep did not listen to what my needs are and was too agressive then
that would make him unlikeable. Also, if he/she acted as if my opinion did
not matter and that only what he/she said was right. The only way I would put
up with an unlikeable rep is if he was offering me a service that I would be
unable to get elsewhere.
RE:
Buyer Linda Dean
Trust
7/17/2012 4:03:43 AM
I feel that a sales rep who is too aggressive and has a negative attitude is
unlikeable, but in some circumstances, I would deal with them anyway
because they might be the only one available. If someone I’m dealing with
comes across negatively, I say something positive and upbeat to loosen things
up. Sometimes customer service reps are unlikeable and I have to deal with
them because they are the ones at the window, or on the phone.
RE:
Buyer German Goicochea
Trust
7/16/2012 8:00:36 PM
Modified:7/16/2012 8:07 PM
One factor that will make a sales rep unlikeable is pressuring a consumer to
purchase a certain product. This usually occurs at the mall, small vendors and
as mentioned previously a car dealership, which is the most common place.
This type of action can force consumers away from their market, causing
them to chose another organization to conduct business with. While others
stick to the same sales rep, even tho they dislike them based on the way they
try to close a sale, such as pressuring them, or not providing full information
about the product, in regards to additional fees, contracts, ect. With that said,
a consumers will consider returning to the same sales rep, based on the
product itself, or they might have certain qualities they favor, in which other
sales rep don't have.
In regards, to the Earners buyers trust, I will rate myself on the following
categories, as follows. Starting with Likeable, I will give myself an 8 out of
10, since I have an easy personality and a open mind. Competent will be a 7
out of 10, with room to improve on, considering the fact that there is always
something new to learn about. The following category, which is Dependable
will be rated as a nine, based on my personality, as being responsible as told
by peers and family members. Customer oriented will be rated low compared
to the other categories, basically because I have little experience in dealing
with consumers, with that said I will rate myself, in this category as a 7 out of
10. The last category, which is honest is a 9 out of ten, since honesty develops
a good relationship with not only consumers but people in the real world,
which is a moral taught to me at a young age.
RE:
Buyer Linda Dean
Trust
7/18/2012 4:23:04 AM
Hey German, I agree that some reps depending on what
they're selling can use unnessary pressure for you to purchase
now. I've had that experience with time share sales, where the rep
was very aggressive, as well as car sales, and mall
vendors. Depending the the product, you may have to deal with an
unlikeable rep because they were the one you started the
transaction with.
RE:
Buyer Amy Hooper
Trust
7/15/2012 12:55:52 PM
When I think of this question I think of a cars salesman. I don't like how they
bombard you for a sale, but if I really seek a vehicle to buy, then I will
overlook my likeness to the sale representative in order to purchase what I
seek. I think many things could make someone unlikeable. I was in a store
ready to check out and a celebrity apparently was in the mall and the girl
completely ignored me and was more concerned with the celebrity outside of
the store. This immediately frustrated me and I then found the girl unlikeable,
but it did not refrain me from making my purchase. I think it truly depends on
how bad you want something as to whether you will overlook whether you
like the sales rep or not to do business with them. Sometimes too it could
depend on how many people are involved in the decision process. If you are a
part of a company that needs to make a decision on who to do business with
and everyone else likes the person but you, you really may not have a lot of
say. I think it depend on the person and situation.
RE: what
make sales
Nitin Malhotra
rep
unlikeable
7/15/2012 6:35:10 PM
Modified:7/15/2012 6:35 PM
A salesman should never argue with a customer. He may explain his points,
and be persuasive in his manner of speech, but he should also be careful not
to engage in an argument with another.
RE: what
make
sales rep Justin Butcher
unlikeable
7/16/2012 3:24:37 PM
I completely agree with you Nitin. I went to buy a car at the Mazda
dealer in Louisville. The individual that I met with was showing me
a car and pushing a the car that I showed interest in extremely
hard. I told him that I wanted to see prices and the different
packages associated with he price. After deciding on a specific
package the dealer continued to push a larger package and became
very angry when I told him that I would need to go home and thing
about it. He stated that his deal was the best deal around and that no
one could beat it. I told him that it may be too much and that he
would need to lower the price. He continued being frustrated so I
settled on a package lower but told him that I wanted the same
discounts associated with the package that he had been trying to sell
me. After that, he became irate and made some off handed
comments. Finally another salesman walked over and worked with
me. He understood what I was looking for and over a year later he
still remembers my name when we go in while the gentleman that I
was working with originally won't even look me in the eye.
RE: what
make
Guido Bonilla
sales rep
7/16/2012 7:22:10 PM
unlikeable
Modified:7/16/2012 7:23 PM
Nitin, Justing and class,
I enjoyed both of your posts, and I couldn't agree more. In
Justin's case, I am surprise the gentleman with an attitude
still working for the dealership. Now, I would like to add up
to Nitin's post that a salesman should never argue with a
customer or contradict him/herself while trying to close the
deal. For instance, I used to work with a lady that while
trying to close the deal, she will repeat the entire order to
customers and explained the order differently the second
time. Customers will start asking clarifying questions, and
she will simple not provide the same answer, making
customers confused and unsecured, which in many times
customers will simply say they will come back tomorrow.
Well, that tomorrow never came. Although, some customers
will come back, but they will want to speak to somebody
else. So, I believe that a salesman that argue with customers
and salesman that contradict themselves many times while
trying to close the sale are what makes sales rep unlikeable
because at the end, he/she will not inspire trust.
RE: what
make
sales rep Alina Pham
unlikeable
7/17/2012 6:54:29
AM
Nitin, Justing, and Guido, I enjoyed reading your
comments. To add to your post, I think a
salesperson that is greedy and too aggressive in
closing the sales by pushing the customer to buy
more expensive products makes herself or
himself more unlikeable, but yes we still do
business with them. For example, auto reps,
furniture reps, appliance reps, and jewelery
reps. Because most of these sales reps are getting
commissions on top of what they sale, that is why
they are aggressively pushing the buyer to look for
more expensive items rather than showing to the
customer what they first wanted. When the
customers don't go with his or her suggestions, he
or she will gives them eyes of "cheap customers"
and makes them feel offended, which makes the
reps unlikable. However, time is valuable, most
likely the customer will close the deal with the same
person for what the customer had chosen before.
RE:
Buyer Cheren Werner
Trust
7/15/2012 8:01:16 PM
Sometimes the reason that people are unlikeable is because they are doing
something wrong in the way they interact with others. These people may be
too self centered to realize what they are doing wrong. They don't realize that
they have some unlikeable behaviors, so they keep on being unpleasant to
others. Some examples would be rude, arrogant and self centered people.
People who only think of themselves and how every situation can benefit
them are not people I like to surround myself with. I might not "like"
someone, but would still purchase something from them, if I have done
enough research on the product and realize that their value has nothing to do
with my purchase of this product.
RE:
Buyer Balwinder Singh Brar
Trust
7/16/2012 7:51:24 PM
Modified:7/16/2012 7:51 PM
I am a salesperson at Best Buy sometimes customers gets
annoyed from sales person because they need some time to look
around and get familiar with the product , what I do personally is
give some free, informative, engaging information, about the
products or services which we are providing so they can make
decision about what is being offered. First of all most of the
customer look for the prices what I do is I give them some
discounts on items depending upon the circumstances or add gift
card to them for their next purchase by which they stay
connected to the store.
If customer doesn't trust you, 98% of the time , the salesperson
won't make a sale, Most of the customer don't want to hear "NO"
they want stuff as quick as possible, I don;t hide anything from
my customer if the product is display model or needs some fixing
or has some little scratches or any minor problem I let them
know before the pick up so they can trust me that only sales in
not my primary goal customer service is also important to me.I
always try to find what my buyer really wants.
RE:
Buyer Professor Dervis
Trust
Cheren -
7/16/2012 10:43:05 AM
Do you think some products are needing more sales representative?
If so, why?
Thanks!
Jocelyn
RE:
Buyer Meghan Buonanno
Trust
7/20/2012 7:56:00 PM
Some products definitely need more sales representatives
than other products. With all of the advances in technology
in this day and age many people don't know how to work or
even know what some of the new technologies are. Products
that could be confusing to the customer would definitely
require more sales representatives to answer any and all
questions that the customer might have about the new
products.This must be very relevant in the Best Buy industry
because they are selling electronics and the newest
technologies. I know that when I go shopping for new
products and I have questions I will leave the store if there is
no one there to help me or answer my questions. Also I
would go to a different store if the sales representative didn't
know all of the answers to my questions about the new
product. This is one hugh reason that some products might
need more sales representatives than other products.
RE:
Buyer Wendy Mayorga
Trust
7/21/2012 1:42:17 PM
Yes, technological products usually need more salespeople.
Phones, computers, cars, etc. Certain products are more
complex and need a salesperson to explain them to the
customer. You wouldn't need a sales person to explain a
how a book works, or a pencil, but you would definitely
need some help from a salesperson to explain what makes a
computer better than another or the different types of phones
and what their capabilities are.
RE:
Buyer Balwinder Singh Brar
Trust
7/22/2012 10:57:17 PM
Account relationships generally go through a series of
stages: awareness, exploration, expansion, commitment, and
dissolution.
RE:
Buyer Meghan Frace
Trust
7/17/2012 1:55:55 PM
Cheren, I like that you pointed out that even if you do not
particularly "like" someone that you would still invest within their
product. If that certain individual has good business ethics, and their
product adds up to your expectations and values, then there should be
no reason to back out of the deal. Sometimes putting your personal
opinions or conflicts into a business transaction could just hurt your
image. It can be very easy to not like someone due to their opinions,
statements, or just because they are a very arrogant or rude
individual. Many of us come across these kinds of people on a daily
basis, whether it is at work or in our daily interactions at public
events. The best thing to do is know how to react and handle people
like this, and either ignore their comments, walk away, or just focus
on what it is they are trying to sell you and base your decision on that
factor alone.
RE:
Buyer Guido Bonilla
Trust
7/19/2012 6:36:55 PM
Meghan and class,
I find interesting to think that if someone's product adds up
to my expectation and values, then I should have no reason
to back out.. I have found myself backing up from acquiring
products from rude salesmen from time to time. I believe
finding a person that really cares about your wants and
needs is not easy, but once you find that person, you keep
coming back to that same person. For instance, I go to this
store at the mall on either Tuesdays or Wednesdays because
I know my favorite sales person is going to be scheduled to
work those days. At the end of my shopping experience, I
know for a fact that this person remains to be my favorite
and I feel welcome to come back one I am ready for some
more shopping.
RE:
Buyer Anthony Haynes
7/18/2012 7:01:14 PM
Trust
The unlikeable person to me in the work place as a sale rep is
someone who try to force their ideas on me in an aggressive or
passive aggressive manner. They have no consideration for others
feeling but just making their point. I could put up with this person for
a while but not like their behavior.
RE:
Buyer Meghan Frace
Trust
7/16/2012 5:22:21 PM
If you are not particularly fond of the sales rep, but you trust them with their
knowledge and possess all the other trusting factors, then you would still
want to do business with them. Personal feelings or attitudes towards a
person could affect the sale for that particular rep, but if you know that you
will get the best results then there would be no reason to not conduct
business. There are times where many people have to put aside their personal
differences in order for the good of the business, which is more of a
professional matter.
Earning
Buyer
Trust
Nicole Kellett
7/16/2012 8:01:32 PM
I would rank these five traits in this order: competency, likability, dependability,
customer oriented, and honest. I know many of you will wonder why I put honesty as
the least important and it is because I feel that if all the other traits are met than
honesty should come along with those, especially if the sales rep is customer oriented.
I also feel that honesty is extremely hard to gauge and there is no true way of telling if
a salesperson is being ENTIRELY honest. I think that competency is extremely
important because it shows customers that you care about what you are doing and also
that you are knowledgable in your line of product.
I think I measure up pretty well, I like to think that I am competent, dependable,
likeable, and honest. The one are that I fall short is customer oriented, I had probably
the worst customer service job on the planet (flight attendant) and came out of it kind
of tarnished. If given the right job doing something that I am passionate about than I
would definitely put the customers interest ahead of my own.
Account
Relationships
Linda Dean
7/16/2012 8:18:33 PM
Honest; the customer must believe that the rep is trust worthy to continue doing
business with him.
Dependable; if the customer gets their orders on time, the rep gets credit and is
recognized as dependable.
Competent; customers want their reps to be knowledgeable about their product.
Customer Oriented; the customer notices when the rep goes the extra mile for them.
Likeable; when the rep demonstrates all the above qualities, he or she will be liked by
the customer, and will have earned Buyer Trust.
I feel that I demonstrate all of these qualities when dealing with my customers in Real
Estate, these are all my strengths, and my weakness is needing to be more firm and
assertive.
RE: Account
Relationships Professor Dervis
7/17/2012 11:29:07 AM
LindaWhy is likeability last? Won't that help to get the door open?
Thanks!
Jocelyn
RE: Account
Relationships Loren Jones
7/17/2012 5:38:50 PM
I think likeability is important because it puts people in somewhat of
a comfort zone, which is needed to continue to hold the customer's
attention. Not only that, but it makes continual service with that
customer easier because they are more open to what you're offering
every time.
RE: Account
Relationships Alina Pham
7/19/2012 11:58:10 PM
Modified:7/21/2012 8:05 AM
1. Honest- Being honest will be the key to open doors for the
customer to trust that they you are the right person to go to when
buying a service or product.
2. Customer oriented- Being sincere and wonderful customer service
will starts an open conversation for both parties.
3. Competent- Customers trust your knowledge about the service or
product.
4. Dependable- They can rely on you that they can go back if
anything goes wrong and they will have peace of mind when
spending money on the product or services.
5. Likeable - The reason I put likeable last because not necessarily
any body will like a sales person, and if they do, it normally develops
after the sale is made.
RE: Account
Relationships Amy Hooper
7/17/2012 1:00:16 PM
a) Explain your rationale for your selection and ranking.
1 - Honest - I think this is the most important because if you are not honest it will backfire on
you and can ruin your reputation. People will then distrust you and you run the risk they will
tell others.
2 - Competent - I think it is hard to sell something if you have no idea what your selling. If
you don't appear competent, you run the risk that the customer will not trust what you are
saying and that can result in a loss of the sale.
3 - Customer Oriented - I think that it is important to put the customer's needs first. This will
make the customer feel like you care more about what they need and want versus just trying
to make the sale. They are more likely to buy into the sale if they truly feel it will benefit
them - after all it is a "me" world.
4 - Dependable - I think it is important to be dependable, but the reality is if your not
someone else will swoop in and take the sale.
Likeable - Being likeable will help you get the sale, but if someone needs something bad
enough, to some it won't matter if they like you or not.
b) How do you think that you measure up on earning buyer trust? What are your
strengths and weaknesses?
I think I am a very honest person. My husband tells me I am too honest and
should learn to sugarcoat things a bit more, but I believe in honesty and am
against lying so I think I handle this one well. As far as the others, I try to
abide by most of these. In some situations I may fail. For example, I may not
always be likeable, but I do my best to maintain professionalism. I think I
demonstrate strengths in most of these, but my weakness is that sometimes I
just don't know when to shut-up. This is constructive feedback and I now try
to focus on letting go and moving on when the time calls for it.
RE: Account
Relationships Anthony Haynes
7/19/2012 3:03:26 PM
1) I rank dependable in the first position because your word is your
bond and people should be able to count on the sales rep. It makes no
difference how good you are if customers can't depend on you to
come through they loose faith in you and your product.
2) It would be competence because the sales rep needs to have
knowledge and a good understanding of what they are selling.
3) It is important to be honest to your customer because that way you
build trust and they will return or recommend others for your product
or services.
4) Customer oriented some say the customer is always right, but I
have found that not to always be the case. However with knowing
your limitations the sales rep should make decisions based on
customers satisfaction.
5) The reason I placed likeable in last place is because everybody
will not like you know matter how hard the sale rep tries. It is best to
take the above steps and make the sell even if the custumer likes you
or not.
RE: Account
Relationships Guido Bonilla
7/17/2012 5:58:04 PM
Linda and class,
I have a similar approach in regards the rank for the trust earnings
components. For instance, In my case I have them as follow:
1) Customer oriented.
I believe if people aren't born to deal with the public, then they can find an
office job or stay home. My words might sound harsh, but its true. Customer
service is not for everyone. Customer service oriented personnel have to be
truly a people person.
2) Honest.
I believe that if the sales representative contradicts his/herself during the sale,
then my trust is going down hill, because I am receiving mix messages. I
rather receive a straightforward answer that the product is going to increase in
six months, rather than me calling back in six months wondering why my bill
is so high.
3) Competent
Probably honesty and competency could be use interchangeably. Because, I
want someone that will tell me the truth and knows what he/she is talking
about in a form that any consumer can understand their sales approach.
4) Likeable,
I really think first impression counts; however, if I don't feel comfortable
talking to someone, my mind is totally gone someplace else or with some
other rep. So, If I don't click with the person that is trying to sell me
something, then no matter how good of a deal I am getting, I will make sure
my money will no help his/her goals or commission.
5) Dependable.
Most sales reps tend to do a follow up to their sales. However, is not
necessary. But, if they really want to sell me something, they really need to
make sure I'll get it or I can cancel the order because I can always go
somewhere else.
So, I believe the importance of earnings buyers trust depends on the attitude
people will have in dealing with other people. Also, honesty can help anyone
go long way in their careers and life in general.
Earning
Buyer
Trust
Samantha Donohue
7/17/2012 6:52:40 PM
1.
Competent – I Chose competent as number one because I feel if you don’t know your
business or product it doesn’t matter how honest or likable you are you have no
credibility. The best way to sell someone on a product is to answer all their questions
before they even knew they had them. Any good sales person is knowledgeable, you
don’t need to necessarily need to be formally educated but you need to be educated on
your business.
2.
Honest – I chose honest as my number two because in my experience I have learned
that being deceptive only gets you instant gratification. I personally am very honest
some people say I may be too honest. But anyone who came to shop with me as a
sales person knew they would get my honest opinion, so I knew when someone
purchased something they were happy with it. I have seen a lot of people who will lie
and tell clients everything they need to hear to make a sale and it almost never works
out. If you tell them they look great and then they go home and their husband/wife
tells them the opposite you can pretty much bet it is coming back. And that will
change the way the customer views you as a sales person.
3.
Dependable - Part of exceptional customer service is keeping in contact with your
customers and building relationships with them, which is why I chose dependable as
number three. Is your associate dependable? Will they follow policy, follow up with
customers, keep their agreements with clients, keep in touch with their clients, and can
you depend on them to do their job to the expectations that your company requires?
Those are the things that make someone dependable and the things that employer and
clients look for in a salesperson
4.
Customer Oriented – I think it’s really important to put the customers’ needs before
your own, that’s what makes a good salesperson. And that’s why I chose customer
oriented as number four. I think in order to have and maintain memorable and
effective relationships with your customer you need to put their needs first. I think if
you do not have this your clients will see it and they won’t be your clients for much
longer.
5.
Likeable – I don’t necessarily think you need to be a super friendly and personable
person as long as you know what you’re talking about and you are sincere. I chose
likeable for number five because I know many people who are a little bit shy or quiet
and are exceptional salespeople. People are attracted to people for different reasons, in
my opinion there is no one type of person that makes a good salesperson. I think it’s
your own personality that makes you likeable as a sales person.
I personally have a lot of experience in sales and one of the most important things for
me was product knowledge and honestly. I was pretty successful and had an extensive
list of clients. I am not very likeable a first glance, I am a pretty cold person and I am
very shy. But I always knew what I was talking about and I could back up what I was
saying and suggesting. I have a way of making my client feel like we were friends.
They would come and shop with me and talk about their families, work, school,
relationship, and much more. Above all things I was honest and sincere.
Account
Relationship
Michael Day
7/17/2012 8:03:05 PM
A) (1) Honest – I think that this is most important because nobody likes a liar. If you
lie to someone and they find out they will give you a bad name. (2) Customer
Oriented – I think that you need to put the customer’s wants and needs first before you
even try to sell something to them. With you being honest with them and asking them
what they would like, you can build a great relationship with your customers. (3)
Competent – I think after you find out what the customer wants and needs then you
can show them “what you got.” This is where you sell the product to the person. You
show them your knowledge on the product and get them hooked. (4) Dependable –
This is where you would tell them that you can make this happen. Show the person
that you are the right person to buy from. Show them the “guarantee” they want. (5)
Likeable – I think this would be last because it is not mandatory for someone to like
someone. All you are doing is trying to make a sale and if they don’t like you but like
the product, it will not make a different because you are giving them what they want.
B) I think that I am a very honest person, I have made many lies in the past but I
matured throughout the years. There is no reason to lie about anything. I think my
weakness is my competent. I admit, I am not the smartest person in the world, but if
you give me a train me then give me a task, I will complete it with flying colors. I am
very patient and I take my time to learn what I need to learn before throwing myself
out there.
My order of
trust earning
components
Darlene Shenier
7/17/2012 8:31:02 PM
If I put myself as a customer and think about these components and how important
they are to me as a customer I will have to list them as:
1. Customer oriented - I want to feel like they really want to help me.
2. Competant - I want them to know what they are talking about because I have delt
with people who don't know what they are talking about and it's a waste of my time
waiting for them to gather the information and potentially give me incorrect
information.
3. Honest - I want them to be truthful and not lie or decieve me
4. Dependable - I want to know that I can depend on their skills and help
5. Likeable - there has to be a degree of likability to make the experience even that
much better
Although I listed these in an order of importance for me... these components are really
as equally as important as the other. It makes an experience a good one where you can
walk away feeling good.
Sales
Rep
Ana Gamboa
7/18/2012 2:30:38 AM
What would make a sales rep unlikeable is when he/she has a negative attitude,
doesn't seem to have a positive upbeat attitude in helping the customer, comes on too
aggressive and doesn't deliver good customer service.
Buyer
Trust
Demetrius Burgess
7/18/2012 6:43:10 AM
His or her personality maybe dislikeable but I well still do business with the rep if he
or she require the five stages of account relationship.
Awareness: Recognition that a supplier may be able to satisfy an important need.
Exploration: Tentative initial trial with limited commitments by both parties in the
relationship
Expansion:
Greater rewards for both parties in the relationship
Commitment: Commitment by both the buyer and seller to an exclusive relationship
Dissolution:
ranking
Total disengagement from the relationship
7/18/2012 12:01:56 PM
Chad Fields
A. 1. Competent- I feel this is the most important as a salesperson if you don't know
the product you are selling it will show to the customer and be an automatic turnoff.
2. Honest- Customers are as dumb as people think they are and they can tell if a
salesperson is telling them a bunch of BS. That will ruin a sell so honesty is very
important.
3. Customer Oriented- A good salesperson would be engaged in finding the best
possible fit for a consumer.
4. Dependable- If a customer builds a relationship with a salesperson and knows they
are dependable then the customer is likely to continue to do business with them.
5. Likeable- Ranking this 5th in no way down plays the importance of being likeable
because it does go along way but there are times when people are going to by things
no matter who is selling it to them.
B. I think I match of very well with the earning buying trust factors. I have to use all
these attributes while I am bartending in order to get repeat customers. I am a very
likeable person and that goes a long way in my business. If I was a true salesman than
my weakness would be not be forceful enough and really going after a sale. I just
naturally don't want to push people in to buying something.
Results...
7/18/2012 2:04:22 PM
Professor Dervis
Here are the actual rankings as reported in Hawes, Mast, and Swan, p. 5:
Trust Earning
Component
Likeable
Competent
Dependable
Customer Oriented
Honest
Salespeople
Buyers
5
2
1
3
4
5
2
1
3
4
What is your opinion of this?
Thanks!
Jocelyn
RE:
Balwinder Singh Brar
7/19/2012 11:37:52 PM
Results...
Modified:7/22/2012 10:56 PM
Loyal customers are profitable customers because they are more likely to
continue to buy from you without concern about price and competition. Sales
representatives can prioritize their customers by calculating the costs
associated with calling on them.
RE:
Results... Sandy Conover
7/20/2012 10:36:04 AM
In my opinion its a very good representation of how I feel. I have to agree
very much that likeability would be the # 1. If I dont like you the rest wont
matter. YOU wont get past the entrance door.
RE:
Results... Chad Fields
7/20/2012 12:44:33 PM
I really agree with the actual rankings given. I ranked likeability last as well
and at first I really debated putting it there but this helps to reassure me that
you don't always have to like the person selling you a product. I am a little
surprised that honest is ranked second to last, I figured it would be a little bit
higher just because is someone is just feeding me a lot of false information I
am likely to walk away and not even deal with them.
RE:
Results... Darlene Shenier
7/19/2012 5:57:30 PM
I'm surprised that honest is last on the list! Is this to say that salespeople think it's ok to
be dishonest and customers accept dishonesty?! I know that as a customer I don't want to
be lied to just so I can aquire what is being sold to me and as a salesperson, I would not
want to be dishonest for fear of it coming back to me and the consequences I could face.
I found a good article on ways a salesperson can earn a client's trust here at this site
http://www.famag.com/component/content/article/1440.html?issue=70&magazineID=1&Itemid=73 by
Bill Bachrach who is the author of four financial advisor industry specific books and he
states to tell the hard truth because you don't want to upset them and jeopardize a sale.
RE:
Results... Alina Pham
7/21/2012 8:52:59 AM
Modified:7/21/2012 8:53 AM
This ranking is very close to my perspective, but to my surprise honest is being rated second
to the last. I was a little disappointed about that but as I think about this twice, many buyers
are not looking for honesty when buying a product, they need dependable, competent
components. So, my opinion on this rating is agreeable. This rating helps in benefitting me
because I can learn to follow this rating that I can improve and focus on what consumers are
looking for when I am working in my job as a salesperson.
RE:
Results... Amy Hooper
7/18/2012 2:45:45 PM
I am surprised that likeable ranks so high. I find it interesting that both
salespeople and buyers have the same thinking in ranking these trust earning
components. This definitely differs from my rankings, but I guess likeable is
something that really is more important than it appears. I am glad to see
honest as the second highest ranking. For me this was first. I think this is
really important. How comical it is the diversity among different people and
their rankings compared to this.
RE:
Results... German Goicochea
7/18/2012 7:14:35 PM
Modified:7/18/2012 7:16 PM
Amy, I am also surprised that likeable is ranked high as well. You
will think since sales man tend to chase after individuals money, this
particular category will be rated fairly low. However, consumers and
salesman tend to form a strong bond together since they both are
trying to achieve a goal which is one, purchasing a product and the
other one helping the consumer with their interests. Furthermore, we
live in a society where acting professional and getting liked by those
around them is important. For example, in a salesman perspective,
you want to be liked by your co workers and managers since those
are the people you surround yourself with in a daily basis. In a
consumer perspective, being favored by a salesman is critical as well,
since you want to receive good customer service and a good deal on
a product.
RE:
Results... Nitin Malhotra
7/18/2012 3:37:35 PM
I am not supresied by this number becayuse The customer might like
you as a salesman or sales rep. but that doesn’t mean they trust you.
People might buy from you because they like you, but that will be
limited to smaller amounts of money as they need to trust the
salesman for larger purchases.Getting sympathy or being liked might
be a first step in the right direction which might lead to being trusted.
On the other hand being trusted doesn’t mean you are being liked.
The customer can trust someone without liking him. Being trusted
will help getting larger sales deals closed.
RE:
Results... Michael Day
7/18/2012 7:51:18 PM
I am actually not surprised by this. Everybody wants the product to be
dependable. They do not want to buy something that will break down in a
couple of weeks, months, or years. I am surprised that "honest" is at 4. I
would think that people don't like to be lied to about a product and want the
salespeople to be honest with what they are selling. Everything else I
completely agree with.
RE:
Results... Ryan Britt
7/18/2012 6:30:25 PM
Professor & Class,
I think it is fascinating that the second item on the list for both is Honesty.
Although we say we want to deal with an honest salesperson, it is such an
incredibly difficult thing to gauge. It is not quantifiable and sometimes very
difficult to detect. In addition, I find myself going into a buying and selling
environment assuming that the salesperson is telling me skewed information
in order to protect myself. If that's the case for many people, then honesty
really isn't an important quality we look for, especially when a commission is
involved. Instead, we look to educating ourselves about a product or service
well before even reaching a salesperson.
RE:
Results... Loren Jones
7/19/2012 7:04:33 PM
Ryan
I agree with you. If you educate yourself about the product you will
be able to tell if the salesperson isn't being 100% honest. What most
good salespeople are is aggressive and passionate. They will do
everything in their power to sell you and look for certain cues that
you are giving to make the sell.
RE:
Results... Michael Day
7/19/2012 8:18:58 PM
I agree with you Ryan. Honesty is big for an organization. Nobody
wants to deal with a liar and if you come across one, you can lose the
sale. If the customer finds out that you are lying to them, while
pitching a sale, you can not only lose the sale but also the customer.
A customer does not want to deal with someone who lies to them,
they want a honest and dependable salesman.
RE:
Results... Ryan Britt
7/21/2012 10:37:33
AM
Michael & Class,
Exactly, no consumer, business, or anyone wants to do
business with someone they do not feel that they can trust.
However, what about those instences when the salesperson
is not looking for a return customer? There are many
businesses today that thrive off of one time shoppers and
then quickly changing the product or service. For example, I
work at a Resort in Pigeon Forge, TN. Pigeon Forge is a
tourist town located at the entrance to the Great Smoky
Mountain National Park (the most visited national park in
the country). The town sees 9 million people every year. In
response, there have popped up numerous "Dinner Shows"
that entertain tourists with a themed show and feed you
dinner. The idea is that they probably won't see you again so
after about 3 to 5 years, they close the show and reopen
under a new show with a new name. What is stopping these
businesses from being dishonest? They do not stay around
long enough to generate a reputation. Consumers beware.
RE:
Results... Nicole Kellett
7/18/2012 6:06:21 PM
Is 5 the highest meaning most important or the lowest meaning least
important? I believe that if I am correct in my assumption (that 5 is the least
important) that those rankings actually make sense. Many salespeople seem
phony if they are too likeable. I also would agree with dependability being the
first most important trait followed by competency.
RE:
Results... Carlene Watson
7/18/2012 7:23:51 PM
Nicole I'm going go out on a limb and say that 5 has to be the least
since most buyers don't really care for their salesperson they just
know that is who their suppliers have representing their company.
It kind of like saying goes you can't choose who your parent's. Most
salespeople are very dependable because their jobs and reputation are
on the line. As far as honesty, they will say whatever to make a sale.
RE:
Results... Meghan Frace
7/22/2012 7:43:10 PM
The ratings for the trust earning components are ranked the same for the
salespeople as the buyers. I found this interesting but made sense at the same
time because the values and interests of the buyer should reflect how the
salespeople sell products and services to their prospective buyers. It is
interesting that likeability is rated last for both, but when looking at the
salesperson being dependable during a sale it would make sense that it would
be number one on the list. If I think about the selling process from a sales rep
to the buyer, you would also recognize that the sales person would want to
attract the buyer with similar traits.
RE:
Results... Meghan Buonanno
7/22/2012 4:10:47 PM
I would say that this is a fair assessment of trust earning components because
I ranked them similarly before seeing this ranking. When I originally did my
ranking I ranked honesty above likability but after reviewing all of the
components I have changed my opinion. I now understand that likability can
be more important that honesty because if someone doesn't like you off the
bat they are not going to trust you or want to buy anything from you. Once
someone decides that they like you then they will be more likely to trust you.
This is why likability is more important than honesty but they are still the two
most important components for earning buyer trust. Therefore, I totally agree
with this assessment of the different components of earning buyer trust.
RE:
Results... Robert Harris
7/22/2012 12:22:39 PM
Very interesting. As I stated in my original post, I struggle with likeability
from my perspective. I have never really had a issue buildiing a lasting
relationship but I have been told I seem dry and too stoic sometimes. I am all
business. This is a eye opener and I need to develop my skills in this area.
Evaluation
Danna Alcalde
7/18/2012 8:26:24 PM
A) This is extremely hard to rank because I feel all five component are extremely
important in sales environment specially in my current industry, however it I have to
rank them I would do it has follows; 1.Customer oriented, 2. honest 3. dependable, 4.
competent 5. likable
I rank customer oriented as number one because you need to put the customer first
therefore the customer will know you are doing things for their best interest and not
just sale, I rank likable number 5 because customer will like you anyway if you meet
their needs and are honest and dependable to them.
B) I feel I have received an amazing training from my company and I am well
educated I know all 5 five components are a strength to me, I wouldn't have the sales
I have if I did not meet every single one of these components.
account
relationships
Charmayne Cockburn
7/18/2012 10:07:32 PM
I think the most important components is likeable and honest. I know when I am dealing with sale reps
the more I enjoy talking to the person the more interested I am in buying the product. Also I think
honesty is important because anyone that lies is not worth my time.
Buyer
Trust
Demetrius Burgess
7/19/2012 9:34:21 AM
a) Explain your rationale for your selection and ranking. Likeable (8) Am individual
who gains initial acceptance when I enter into a conversation with a potential buyer.
b) How do you think that you measure up on earning buyer trust? What are your
strengths and weaknesses? Gaining a buyer trust i feel I rank myself at a (9), having a
likeable personality, honest to the buyer making sure you put the buyers interest ahead
of yours. As far as a weakness sometimes I get too involved in the buyer’s needs
instead of the best interest of the company.
RE:
Buyer Professor Dervis
Trust
7/20/2012 6:49:17 AM
Demetrius - Why do you think that likability was rated last?
Thanks!
Jocelyn
RE:
Buyer Samantha Donohue
Trust
7/20/2012 8:17:59 PM
Honestly I think likability was rated last because knowledge of the
business, honesty, and dependability are what the consumer is really
looking for. I personally could care less how likeable he/she is, I
don’t really care to know what he/she does or doesn’t like. I really
am only concerned with the product or service they are selling. In my
sales experience I have notice it’s what you can offer the client that
makes you likable or more desirable as a salesperson. It’s all
business related so if you don’t have the basics (knowledge of the
business, honesty, and dependability) likeability doesn’t really
matter.
RE:
Buyer Ryan Britt
Trust
7/22/2012 2:12:40 PM
Professor & Class,
You don't have to like someone to do business with them. As a
matter of fact, businesses, consumers, salespeople, we all rarely do
business with people we like. I don't like Walmart's business model
and the fact that they force many smaller businesses to close, yet I
still do business with them on occasion. Doing business with
someone simply because they are friendly and likeable is just bad
business. However, it is attractive and helpful for creating new leads.
Sales
rep
Ana Gamboa
7/19/2012 6:52:12 PM
Most important a sales rep has to have good customer relations.Communication is
power, he has to have good communication skills and confidence. He has to be
confident with the product he is selling and convincing. A good team player also. He
has to know how to interact well with his sales team.
RE:
Sales Professor Dervis
rep
Ana Why is being a team player important?
7/19/2012 7:37:56 PM
Thanks!
Jocelyn
RE:
Sales Carlene Watson
rep
7/19/2012 8:23:07 PM
Being a team player is important because it allows everyone on the
team to bring their unique skills to the table. Working in a team is
important because every individual has their own set of qualities and
everyone can learn from each other by putting their ideas together to
achieve the same goal.
RE:
Sales Danna Alcalde
rep
7/19/2012 9:01:39 PM
It is important to be a team player because your able to get support
and give support to other members in your team. Any job has its
moments where things get difficult. Hardship may come in the form
of an overwhelming amount of work, a difficult client, or a problem
that refuses to be solved. If you are working alone, it's up to you to
solve the problem. When you are part of a team, you can ask other
members of the team for assistance. Other team members may have
insights, expertise or experience that you don't, and you will no
doubt be able to help them in the same way at other times. When this
kind of cooperation is combined with each team member doing his
best, the result is a very strong team.
http://www.sbnonline.com/2008/02/no-x2018-i-x2019-in-x2018team-x2019-the-importance-of-being-a-team-player/
RE:
Sales Nitin Malhotra
rep
7/20/2012 6:06:22 AM
Modified:7/20/2012 6:06 AM
Everybody is a peice of the puzzle that should be connected
to get the whole picture. All of us is good at something, if
we combine our skills together we could be a unstoppable
force.
Few Qualities of an Effective Team Player.
Demonstrates reliability: You can count on a reliable team
member who gets work done and does his fair share to
work hard and meet commitments. He or she follows
through on assignments. Consistency is key. You can
count on him or her to deliver good performance all the
time, not just some of the time.
Communicates constructively: Teams need people who
speak up and express their thoughts and ideas clearly,
directly, honestly, and with respect for others and for the
work of the team. That's what it means to communicate
constructively. Such a team member does not shy away
from making a point but makes it in the best way possible
— in a positive, confident, and respectful manner.
Listens actively: Good listeners are essential for teams to
function effectively. Teams need team players who can
absorb, understand, and consider ideas and points of view
from other people without debating and arguing every
point. Such a team member also can receive criticism
without reacting defensively. Most important, for effective
communication and problem solving, team members need
the discipline to listen first and speak second so that
meaningful dialogue results.
http://www.dummies.com/how-to/content/ten-qualities-of-aneffective-team-player.html
RE:
Sales Anthony Haynes
rep
7/20/2012 1:32:54 PM
I learned in the Army that your life could depend on
being a team player and your team supporting you.
There are some things similar when it comes to
sales in the market place. There should be a clear
mission for the team ,and everyone should be on
board with accomplishing the job.
One should be able to trust their teammate not to try
to steal their client from them, but be willing to
support them with back-up or training if needed.
When one member is successful the whole team has
a reason to be proud. United we stand and divided
we fall.
RE:
Sales Charmayne Cockburn
rep
7/20/2012 1:22:36 PM
Being a team player is extremely important. Before I moved to Calgary and began
going to school I worked at an open pit coal mine for four years and this is where I
began to understand the importance of being a team player. Even though each of us
were in separate machines we each had to work together to get the work done
properly. At the end of each shift we would switch crews because this mine was
open 24/7 and if we did not be a team player we would be confused as to what
needs to be done and then the production would go down.
RE:
Sales Balwinder Singh Brar
rep
7/20/2012 1:59:50 PM
Every individual is different and has some qualities. One can always benefit
something or the other from his team members which would help him in the long
run.Although being a team player isn't needed in all kinds of circumstances,
being able to at least cooperate would be able to get a job done faster, and
perhaps even better, than you doing it alone.
RE:
Sales Justin Butcher
rep
7/20/2012 3:27:08 PM
A team player is not only better at working with the individuals
around him but also knows how to work with customers
effectively. They tend to share good communication skills and are
enjoyable to work around with. Being a team player is also
beneficial because it allows the team to pull various strengths from
you and you are able to pull strengths from other members of the
team.
RE:
Sales German Goicochea
rep
7/21/2012 1:37:11 PM
Being a good team player is important, since each individual within a
team has an important role to accomplish, so working as a team helps
share ideas to get job done effectively. With that said, when each
member performs at their highest level, then the rest of the team
capitalizes on these good results. As the old saying goes, two heads
are better than one, this means each member can help each other with
their flaws and improve upon, by receiving positive criticism. Not
only being a good team player accomplishes more but it increases the
satisfaction of their job, making it more enjoyable to work with
others as well as the consumers. In a team setting an individual has
the support of the whole group whenever sales are not going good,
giving them the motivation to consistently perform at a high level.
RE:
Sales Amy Hooper
rep
7/21/2012 9:29:26 AM
Being a team player allows each member to work together to achieve
the common goal. You never know when you may need help, and if
you isolate yourself, you may find it difficult to get help from other
team members. Additionally, typically when you fall everybody falls,
at least that's how it is where I work. Everyone is responsible for
meeting our sales goals and it doesn't matter how as long as we work
together to accomplish it. Another great aspect to being a team player
is everyone can play off of each others strengths and improve their
weaknesses. You don't want to appear to be all about yourself and
leave a bad taste in other's mouths and you certainly don't want to
step all over others to get ahead, because you just don't know when
you will need them.
RE:
Sales Robert Harris
rep
7/22/2012 12:25:18 PM
Being a team player is critical. No one in the history of anything has
known EVERYTHING they needed to know. Your peers will be
able to help you somewhere along the way whether it is introducing
you to a stakeholder in a new account youve been trying to get into,
sharing a best practice, helping you close a deal, etc. You have to be
willing to do the same thing for your peers. In my experience, the
teams I have been on that work together are extremely successful and
everyone is very happy. It is an enjoyable place to be which in turn
leads to even more productivity.
RE:
Sales Samantha Donohue
rep
7/22/2012 5:25:59 PM
Being a team player is really important in a team environment. This
keep the repoire of the team up, which in turn has an effect on
everyone including the clients. Clients especially can tell when there
is hostility or conflict amongst a staff of people. And let’s be honest
in a commission based environment it can get pretty catty. I have had
situations with my staff in the past where they would get into tiffs
about who was helping someone, all in all the client was made
uncomfortable and that made for a terrible experience for them.
Being a team player is something that is really important in my
company. We do our best to hire people that we think will bring
something extra to the team. We also have very strict policies on
what can and cannot be done around a client.
RE:
Sales Jason Obrock
rep
7/22/2012 7:00:23 PM
Being a team player is essential if you are working on a team. Even if
you are selling, essentially there is a team, between you and the
customer. There is a responsibility of the sales rep that must make
sure that there is good communication happening during the sales
process. If there is not a good flow of communication then the
process will essentially dissolve and nothing beneficial will come of
it. Being a team player is something that must be understood, usually
people who get along well with others do well in team settings.
RANKING
Jorge Guerrero
7/20/2012 2:46:36 PM
1) Honest
2) Dependable
3) Competent
4) Customer Oriented
5) Likeable
To me being honest is the most important thing. I need to know what I am buying and
is it worth it. I also need dependability in getting the job done and know that the
manufacturer knows what he/she is doing. The last item on my list is likeable because
even though I don't like the person, I rather have the job done than make a friend.
RE:
Professor Dervis
7/21/2012 7:20:59 AM
RANKING
Jorge- What can sales people do to demonstrate dependability to their
customers?
Thanks!
Jocelyn
RE:
RANKING Nicole Kellett
7/21/2012 12:44:52 PM
I would say that a salesperson can show dependability to their
customers by showing their customers that they have a personal
interest in their wants and needs. If there is a change in the economy
for example, a salesperson could show the customer they are
dependable by keeping up with their ventures and by possibly
helping them make cut backs on things they may not need. This
would show that the salesperson isn't only interested in their business
but is also interested in the customer. Other ways of showing
dependability is by standing by the customer when/if something were
to happen with the product they are providing. And by being timely
and respecting the clients time.
RE:
RANKING Danna Alcalde
7/22/2012 5:24:53 PM
Nicole good post I have to agree with you dependability, is
looking for ways to show the reliability of your word by standing in
good faith behind those who lean on you. The way I show my
customers they can depend on me is giving them more than
one way to contact me, when I say I am going to follow up
with them I do so, in addition when customer call for
assistance I take care of their needs this way they know they
can depend on me getting things done when they ask.
http://www.qcinspect.com/article/depend.htm
RE:
RANKING Darlene Shenier
7/21/2012 12:50:17 PM
Sales people show follow through on their promises. For instance,
when I went in to buy a car, I let my sales person know that I wanted
a small suv model and I told him my price range of monthly payment
I wanted. He told me that it could be done and so we went for a test
drive and I loved the car. When we got back I went through the
negotiating process and got what I wanted, exactly what he had
promised. I would refer him anyday!
Before the successful transaction at this particular dealership, I had a
terrible experience where was promised many things and 7 days later
(after having the car for 7 days) was called and told that the terms
needed to be changed and I had to accept it or return the car. I
returned the car... not only were they not dependable, they allowed
me to keep the car for 7 days probably so I can fall in love with the
car and agree to their terms!
RE:
RANKING Carlene Watson
7/21/2012 9:18:51 AM
A salesperson can show dependability to their customers by keeping
their appointments and showing up on time. They need to have an
understanding of what is going on the economy and keeping up to
date on technology. Keeping up with Nielsen data which would help
to show what categories in their product are in a decline and what
can be done to boost sales. Just being ready and available should in
case the customer needs anything. Responding to inquires in a
timely manner.
RE:
RANKING Chad Fields
7/22/2012 10:45:10 AM
I think dependability is shown by always being there for a
customer. Dependability is something that would keep a customer
coming back to you. They always know that they can come to you
and get their needs met. The customer has trust in the salesperson
and knows exactly what to expect from them.
RE:
RANKING Justin Butcher
7/22/2012 1:02:27 PM
I think that dependability and being knowledgeable tend to go
together hand in hand with with one another. If you want a good
salesman to demonstrate dependability, they must demonstrate that
they understand what they are speaking of and explain the
information that they are trying to convey well. This will enhance a
salespersons dependability and salesmanship exceptionally.
RE:
RANKING Cheren Werner
7/22/2012 5:59:28 PM
This is perhaps the most important action you can take. If you say
you will do something, do it! Your dependability in action will have
a significant effect on your customer’s perceptions of, and trust in
you.
RE:
RANKING Wendy Mayorga
7/22/2012 6:29:16 PM
They can demonstrate dependability by meeting the needs and wants
of the customers individual requests and needs. Also by
remembering the customers name and giving them extra perks going
above and beyond to give the customer full customer satisfaction.
RE:
RANKING Loren Jones
7/22/2012 4:13:30 PM
Sales people can do a few things to demonstrate dependability. I
think the most important thing is communication. Good or bad,
customers like to be informed and not communicating can lead to a
loss of business. Also follow up is great whether its a question the
customer has or simply letting them know how things are going with
their product or service. Being available is another important thing
customers like. I find it comical when companies that are high
volume sales driven push to more part time help. This hurts
customer service in the fact that part timers alot of times give you
part time service for reasons of both the salesman and company.
RE:
RANKING Samantha Donohue
7/22/2012 5:30:21 PM
I agree Loren, when you have a team of part time help you
tend to get a lack of commitment from them. High volume
sales should be mostly full time; at least you would get a
team of people who are dedicated for the most part. That’s
not to say that part time employees are not dedicated, just in
my experience I found there to be less.
RE:
RANKING Charmayne Cockburn
7/22/2012 8:13:36 PM
I work in retail and I always put my best efforts in making the customers happy.
Whether it be with requests or just help with the item they are thinking about
buying. I maintain a positive attitude and speak to them on more of a personal
level. This all demonstrates dependability to the customer. The more that I come
threw and show I am honest and open with my work the more they know they can
depend on me.
RE:
RANKING Sandy Conover
7/22/2012 9:08:11 PM
A salesperson can show their dependability to a customer by always
being there to answer questions. They can check back with existing
customers and see if things are needed before the customer has to
call. but its mostly just following through with service.
RE:
RANKING Jorge Guerrero
7/22/2012 10:55:00 PM
I feel that both honesty and competent fall together with a customer
seeing if a sales person is dependable. For example, if I go to a bike
shop and I purchase a bike because a sales person was telling me
how amazing it is for its price and how it will last me for a long time
and it falls apart on me in a week, I will then feel he ripped me off
and not want to ever visit that store again. In the other hand, if he
would tell me how great the bike is and if I ever have any problems
to take it back and they will fix it for free, then I will have a sudden
change of heart if that did ever happen. I would gain trust from him
being honest with me, I will feel good on him knowing how to fix
and work his bikes, and that will only ease me to be more reliable
and dependable on him and the bike shop.
Dependability
Ana Gamboa
7/21/2012 7:12:07 PM
The successful salesman should have the capacity of dependability. It keeps him much
to win the heart of both customer and employer. A dependable salesman will remain
loyal to firm. Thus he will be sincere in his approach to customer with a view to
increase the volume of sales and enhances the firm’s reputation
Rankings
Jason Obrock
1) Likeable
2) Customer Oriented
3) Honest
7/21/2012 8:10:22 PM
4) Competent
5) Dependable
All of these traits are important, however, the most important is the customer needs to
like the rep. If they don't like you they will not buy from you. Secondly, Customer
oriented, the rep has to keep the needs of the customer in front of personal needs.
Honest, the rep needs to be honest and forthright with the customer. The rep also has
to be competent. they have to know what is going on with the market, company, and
the customer. Lastly, but still important is being dependable. The reps have to do what
they say they are going to do.
I relate to customers well. I find the common ground between us and build rapport.
Rapport is probably the best way to make a customer for life. When I moved, I had
customers that Facebook stalked me asking where I went and that they would go to
where ever i was now. It was a great feeling that some of my customers were willing
to go and hunt me down and request my service. Some of my weaknesses are
spending too much time with a customer, and being a tad too pushy on some
instances.
Good
sales
rep
Ana Gamboa
7/22/2012 11:28:58 AM
A good team player would also be one who can Face facts and who never gives up. He
will probably get more “No’s” than “Yes’s”. But give up or keep moving forward?
Good salespeople appreciate and accept that hearing a “no” is part of the sales process
and if they're not hearing some no’s then you aren’t selling hard enough.
Earning
Trust
Robert Harris
7/22/2012 12:20:12 PM
A) In my opinion they rank Customer Oriented, Honest, Dependable, LIkeable, and
Competent.
B) I think I measure up very well in earning buyer trust. I have been in sales my
entire life and have always been at the top of the performance rankings. I have been
with my current company 8 years and I am now a District Manager for 3 states for a
major telecommunications company.
My biggest strength is being customer oriented. You have to portray to them that
their needs are most important and you will do anything you can to make them
happy. A weakness of mine is probably being likeable. I am very business oriented
and don't usually do very well making small talk and joking around.
End of Professor Dervis
7/22/2012 1:19:23 PM
week
Class- We have had a good week. :) Hopefully everyone is beginning to work on
your project.
This week we looked at TCO 1 and 3 in greater depth. One board one we considered
how customers actually rank issues of trust earning. We discovered that likeability,
while seemingly important, did not rank as high as being competent.
Thanks for keeping up with this week!
Jocelyn M. Dervis
account
relationships
Wendy Mayorga
7/22/2012 6:36:37 PM
1. Dependable: I think it's really important for the rep. to meet the needs and want of
the customer
2. Competent: It's also very important to know what she/he is talking about. If a rep
doesn't know the product he/she is selling then he can't really help the customer.
3. Likable: I need to have a friendly and approachable rep otherwise I won't feel
comfortable shopping for the product.
4. Honest: Honesty is great but he doesn't have it then I would still buy the product
from the rep. Like car sales people they aren't viewed as the most honest people but
people still go buy cars from them.
5. Customer Oriented: It is nice if a rep is customer oriented but as long as they are
mostly dependable and competent I am ok with them.
Buyer
Trust
Demetrius Burgess
7/22/2012 8:16:40 PM
As buyer gains experience with the seller and the particular salesperson,
idependability becomes more important,in a fully committed stage of the relationship,
customer orientation is most important to the feeling of buyer trust, honesty and
likeability are important during all phases of the purchasing relationship.