CHAPTER 5: “It’s Party Time!”
What is the most ethical action to take?
A. Interject with your opinion. This might start a heated debate, but at
least you did not compromise your ideas.
B. Interject with your opinion during dinner and leave dinner if the
negative conversation continues. Sit down with your boss the next
day and suggest that he bring the other salesperson in to discuss
what the underlying problems are and how they might be resolved.
C. Let him talk. Everybody is entitled to his/her own opinions.
CHAPTER 5
COMMUNICATION FOR RELATIONSHIP BUILDING: IT’S NOT ALL TALK
COMMENTS ON CHAPTER 5 SALES APPLICATION QUESTIONS
1. See chapter for drawing of communication process. Two-way communication is essential for the
2. A. Firm handshake, looking a person directly in the eyes.
B. Watch for green [smile = acceptance], yellow [fidgeting = caution], and red
3. Communication barriers are: (A) differences in perceptions; (B) buyer does not recognize need; (C)
4. Establish two-way communications by asking questions, getting the buyer involved in the
5. Situation Buyer’s Nonverbal Signal Your Nonverbal Signal
1 Caution Green
6. Situation Buyer’s Nonverbal Signal Your Nonverbal Signal
1 Caution Green
2 Caution-Red Green
In situation 1, stop and ask “Have I said something you are unsure of?” In situation 2, ask several
questions after buyer hangs up the telephone. Find out what he thinks so far. You may have lost him. Also
COMMENTS ON CASES
Case 5-1: Skaggs Manufacturing
1. Both buyer and seller gave off red signals.
2. Give off green signals. Most salespeople would leave and plan a new sales presentation strategy
special
price/offer, penalty for delay, benefits of your offer.
Case 5-2: Alabama Office Supply
1. Salesperson should say, “Are you saying some executives do not want to use cellular phones?” It is
Case 5-3: Vermex Inc.
1. There are three main issues that should be covered in this discussion: falsifying records, conflicts of
2. Sam could try to gather more information. She could research Executron to determine if they are