Chapter 14 discusses the importance of customer service and personal selling. Salespeople are supposed to assist customers in the decision making process, yet the term “salesman” often brings us thoughts of unhelpful, annoying, or pushy personnel. Watch the YouTube video “Annoying Car Salesman_ToyotaofWH.mov” (http://www.youtube.com/watch?v=cXuzv66mEm0Links to an external site.Then, answer these questions:Why do salespeople often get a poor reputation? Where do they go wrong? Why do car salesmen get the worst rap of all?What makes an excellent salesperson? What types of goals should salespeople and their companies have?After reading Chapter 14, how has your perspective on personal selling changed?
Why do salespeople often get a poor reputation? Where do they go wrong? Why do car salesmen get the worst rap of all? Salespeople often get a poor reputation because they can come across as pushy and overly aggressive, which makes customers feel uncomfortable. Car salesmen get the worst rap of all due to their historic association with high-pressure tactics, such as constantly offering promotions to entice customers into buying cars that may not be in their best interest. Furthermore, the wide variety of options and models for cars, along with intense competition between dealerships creates an environment where car salesmen are incentivized to use these same tactics. What makes an excellent salesperson? What types of goals should salespeople and their companies have? An excellent salesperson is one who listens actively to customer needs and provides helpful advice on products or services without being too pushy. They should also strive towards building trust with the customer through clear communication. Additionally, they should offer personalized solutions that fit what each individual customer is looking for while maintaining their own professional integrity within the business setting. Companies should prioritize providing valuable service experiences instead of solely focusing on short-term results in order to create long-term relationships with customers and increase loyalty over time. After reading Chapter 14, how has your perspective on personal selling changed? Reading Chapter 14 has given me a new appreciation for personal selling techniques and I understand now why it’s so important for companies to invest in training personnel in this area. Personal selling involves understanding customer needs deeply by engaging them in meaningful conversations rather than relying on overly aggressive tactics like upselling or discounting prices unreasonably. It also allows companies to build strong relationships based on trust between themselves and customers which leads to better brand loyalty over time>
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