Professional+Selling+Final+Exam! Prof.!Nguyen!

+
I.

Approach+
a. Build+Rapport+
i. Good+
1. As+I+introduced+myself,+made+eye+contact,+I+thanked+her+for+agreeing+to+
meet+with+me,+shook+her+hand,+and+handed+her+my+business+card.+At+
first+she+wanted+to+dive+right+into+knowing+about+Cox+media+and+getting+
right+down+to+business.+Instead,+I+changed+the+subject+to+her+company,+
her+brand,+and+my+research+into+her+brand.+We+proceeded+to+discuss+
her+brand,+the+story+behind+it,+and+my+connection+to+the+beer.+The+Fat+
Tire+brand+was+born+out+of+an+inspiring+trip+that+one+of+the+founders+
took.+The+bicycle+trip+across+Europe+he+took+changed+his+perspective+on+
things,+and+opened+him+up+to+a+completely+different+world+of+beers.+
While+the+beer+emphasis+isnt+specifically+relevant+to+me,+I+related+my+
similar+passion+to+travel,+interest+in+Europe,+and+particular+thirst+for+
adventure.+Through+this,+I+aimed+to+not+only+show+that+I+researched+and+
understood+the+brands+history,+but+I+also+could+relate+and+connect+with+
it+from+a+consumerist+emotional+level+to+show+that+I+understand+the+
brands+key+values.+I+continued+to+also+mention+that+a+friend+of+mine+
was+familiar+with+the+brand+and+spoke+highly+of+it.+With+this+I+aimed+to+
show+my+connection+to+the+potential+target+market+for+her+brand+to+
ensure+that+I+understand+her+audience.+
ii. Bad+
1. When+I+joined+or+pretended+to+enter+her+office,+I+didnt+ask+if+I+may+be+
seated.+I+also+could+have+made+more+consistent+eye+contact+at+first.+
When+I+gave+her+my+business+card,+I+never+asked+for+hers.+I+came+off+a+
bit+nervous+initially+and+not+as+charismatic+when+talking+about+the+
brand.+After+discussing+my+friends+endorsement+of+the+brand+I+lost+my+
place,+stuttered+a+bit,+and+said+So..um..+Throughout+this+initial+first+
few+minutes+I+was+quite+nervous.+When+I+am+nervous+I+tend+to+look+to+
the+ground+or+out+into+the+distance,+which+I+do+several+times+while+
building+rapport.+There+is+no+reason+for+me+to+look+down+at+my+notes;+I+
have+nothing+in+there+about+the+rapport+building+topics+I+planned+to+
cover.+My+transition+from+our+joking+about+my+friends+alcoholic+
tendencies+is+quite+abrupt,+and+should+have+been+more+smoothly+
delivered.+If+I+had+focused+on+being+more+in+control+of+the+conversation,+
I+would+have+been+able+to+deliver+a+more+elegant+transition.+I+was+not+
driving+the+conversation+as+I+should+have+been++it+was+a+back+seat+
driver+joy+ride+of+a+conversation+at+best.+Possibly+worst+of+all,+I+didnt+
bring+up+anything+about+her+directly;+I+only+brought+up+topics+about+her+
brand.+
iii. How+to+specifically+improve+

1+

Professional+Selling+Final+Exam! Prof.!Nguyen!
+
1.
2.
3.
4.
5.
6.
7.
8.

Make+more+eye+contact.+
Ask+to+be+seated.+
Ask+for+her+business+card.+
Dont+fidget+with+my+hands+so+much.+
Dont+be+so+shy/+timid.+
Stop+looking+down.+
Stop+looking+into+the+distance+
Recognize+when+I+am+being+shy,+and+avoid+my+nervous+twitch+or+looking+
down+or+out+into+the+distance.+
9. Talk+more+about+her+and+her+background.++
10. Make+an+effort+to+connect+with+her+directly.+
11. I+could+have+brought+up+FSU+or+her+radio+background.+
12. Take+more+control+of+the+conversation.+
13. Drive+the+topics+of+the+conversation.+
b. Smooth+transition+into+needs+identification+
i. Good+
1. To+change+topics+from+small+talk+about+the+brand+to+discussing+needs+
evaluation,+I+asked+about+her+goals+in+her+sales+district.+My+transition+
touched+on+our+previous+and+first+encounter+at+the+networking+event.+I+
brought+up+specific+topics+from+our+conversation+to+show+that+I+listened+
and+remembered+what+was+important+to+her.+The+language+I+use+is+
positive.+Specifically,+I+say+that+I+want+to+learn++not+address+for+a+
sales+only+scenario.+I+am+showing+that+her+needs+and+company+interests+
matter+to+me,+and+I+want+to+take+them+into+full+consideration.+
ii. Bad+
1. All+of+it+it+really+was+practically+non_existent+as+far+as+transitions+go.+
There+wasnt+a+harsh+break+between+relevant+small+talk+to+business+
details,+but+there+was+a+defined+awkwardness+and+disconnect+in+the+
transition.+I+also+continued+to+look+down,+and+not+make+enough+regular+
eye+contact.+When+I+began+my+transition,+I+looked+down+at+my+paper+for+
too+long+of+a+moment+before+and+while+beginning+to+speak.+It+may+come+
off+as+if+I+wasnt+clear+on+what+to+actually+discuss+and+that+I+needed+a+
guide+for+the+meeting.+It+could+appear+that+I+was+not+as+prepared+as+I+
should+have+been+for+the+meeting.+From+there+the+conversation+turns+
completely+to+business+fairly+abruptly+and+I+lose+a+bit+of+positive+
expression+in+my+demure.++
iii. How+to+specifically+improve+it+
1. Actually+have+a+transition.+
2. Work+on+a+better+transition+structure!+
3. Work+on+better+transition+topic!+
4. Be+more+confident+in+my+delivery.+

2+

Professional+Selling+Final+Exam! Prof.!Nguyen!
+

II.

5. Dont+look+down+at+my+notes+for+so+long++focus+more+on+the+topic.+
6. Be+more+prepared.+
7. Be+more+approachable+when+transitioning.+
Needs+Identification+
a. Determine+relevant+facts+about+the+company+and/or+buyer+
i. Good+
1. My+transition+questions+brought+up+the+topics+we+covered+at+the+
networking+event+where+we+met+which+included+that+her+current+goal+
is+to+promote+Fat+Tires+seasonal+beers.+She+began+to+dive+into+the+focus+
of+her+goal,+who+she+wanted+to+target,+what+her+brand+represents,+and+
what+they+are+currently+doing+to+speak+to+that+audience.+Throughout+I+
make+it+clear+that+I+am+listening.+I+am+taking+notes,+nodding,+and+making+
it+clear+through+occasional+confirmation+type+statements+that+I+
understand.+In+some+cases,+I+reiterated+a+scenario+that+was+of+concern+
to+her,+and+assured+her+I+understand+the+concern+and+have+an+idea+on+
how+we+can+address+it.+We+discussed+her+current+advertising+plan;+her+
goals,+concerns,+and+dislikes+of+it.+When+she+had+an+objection,+I+
addressed+it+directly;+not+skipping+over+it+or+brushing+it+off.+
ii. Bad+
1. I+spent+too+much+time+taking+notes,+and+not+enough+time+making+eye+
contact.+I+need+to+improve+my+note+taking+to+either+be+faster+or+learn+
how+to+shorthand.+While+I+did+directly+address+her+concern,+I+also+let+her+
bulldoze+me+in+the+conversation+and+lead+me+down+another+path+than+I+
planned+to+go.+I+lost+control+of+the+conversations+direction.+
iii. How+to+specifically+improve+
1. Ask+more+probing+questions+such+as+the+following.+
a. Is+there+a+specific+goal+figure+in+mind?+
b. How+do+they+want+their+brand+to+be+perceived+by+their+target+
audience?+
c. What+would+they+like+to+see+done+with+their+brand+in+the+local+
area?+
2. Stay+on+track+with+the+conversations+direction++dont+let+her+bulldoze+
me.++
a. Specifically,+she+interrupts+my+investigations+into+her+needs+by+
saying+how+much+she+doesnt+see+radio+being+a+good+option+for+
her+firms+advertising.++
3. Practice+my+short+hand+skills.+
b. Gained+a+basic+understanding+of+the+prospects+problems+and/+or+challenges+
i. Good+
1. I+learned+through+probing+questions+that+she+is+trying+to+target+young,+
active+males+in+the+area.+Most+importantly+though,+she+wants+to+

3+

Professional+Selling+Final+Exam! Prof.!Nguyen!
+
increase+sales.+I+discovered+that+her+reason+is+to+hook+this+generation+on+
Fat+Tire+and+establish+is+as+their+favorite+brand.+This+is+a+huge+challenge+
because+you+must+find+a+way+to+connect+in+many+ways+to+the+consumer+
and+continue+to+engage+them+to+be+sure+to+establish+the+brand+as+their+
chosen+go_to+beer+throughout+their+lives.+Its+quite+difficult+for+her+to+
gain+market+share+with+consumers+as+they+get+older+because+she+has+
found+that+consumers+are+increasingly+more+loyal+to+their+favorite+beer+
brands.+I+reconfirmed+that+I+understood+her+concerns+with+this+scenario.+
I+identified+that+she+wants+to+increase+sales,+sampling,+and+WOM+about+
her+beer.+Also,+I+uncovered+that+she+doesnt+find+branding+only+focused+
advertising+interesting+or+beneficial+for+her.+She+feels+that+there+is+too+
much+money+spend+on+branding+and+that+the+activity+I+ineffective.++
ii. Bad+
1. As+far+as+actually+digging+deep+into+her+needs,+I+did+very+little.+I+only+
asked+a+few+questions,+and+she+went+into+tons+of+details+about+her+
opinions+on+advertising+mediums,+ad+opportunities,+etc.+I+really+should+
have+been+in+better+control+of+the+conversation,+had+more+questions+
prepared+to+better+understand+her+current+challenges+in+the+market,+
and+been+more+on+top+of+leading+her+through+topics+by,+for+example,+
specifically+asking+if+certain+things+were+challenges.+I+was+too+reserved+
overall.+
iii. How+to+specifically+improve+
1. Ask+more+and+specific+questions.+
a. What+do+you+feel+is+your+greatest+challenge+is+reaching+your+
goal?+
b. Have+you+felt+that+competing+major+beer+brands+or+craft+beer+
brands+create+bigger+competition+for+you?+
c. Have+you+noticed+your+sales+fluctuating+around+certain+annual+
event+in+Tampa+such+as+Gasparilla?++
2. Take+more+control+of+the+conversation+and+lead+more.+
c. Asked+effective+questions+that+brought+to+the+buyers+attention+what+happens+to+the+
company+or+the+buyer+when+the+problems+continue+or+if+the+issue+is+resolved+(helped+
the+buyer+to+see+the+value+in+the+solution)+
i. Good+
1. Even+though+I+was+regularly+interrupted,+I+continued+smoothly+and+fairly+
unfazed+through+the+conversation.+All+the+while,+I+continued+to+take+
notes,+confirm+that+I+understand+her+concerns+and+challenges,+and+
relate+her+needs+to+radios+solution+offering.+She+brought+up+a+concern+
that+radio+is+outdated,+but+I+immediately+addressed+it+and+explained+the+
consistent+reception+and+listener+rates+that+radio+gets.+I+shared+the+
market+research+on+the+effectiveness+of+radio+across+all+ad+mediums,+

4+

Professional+Selling+Final+Exam! Prof.!Nguyen!
+
when+combined+with+other+mediums,+and+information+on+how+listeners+
use+radio.+

III.

ii. Bad+
1. I+really+didnt+ask+enough+questions.+I+really+couldnt+address+many+
challenges+because+I+didnt+know+many+that+many+of+them.+I+fumbled+
my+words+and+got+off+track+several+times.+
iii. How+to+specifically+improve+
1. Ask+more+challenger+questions+
a. Challenge+her+to+reconsider+the+root+of+her+market+challenges+
b. Address+each+challenge+directly+
c. Help+with+thought+process+of+challenege/solution+direction+
d. Gained+pre_commitment+to+consider+the+product/service+and+a+smooth+transition+to+a+
product+presentation+
i. Good+
1. When+I+addressed+her+concerns+about+radio,+I+helped+to+alter+her+
perception+of+radios+effectiveness+and+to+encourage+her+brand+
awareness+activities+through+TV.+Through+reconfirming+my+
understanding+of+her+goals+and+needs,+she+accepted+radio+more+and+was+
more+receptive+to+my+following+recommendations+and+further+
information+on+radios+value.+I+was+able+to+lead+her+to+joke+a+bit+with+
her,+confirm+her+interest+in+promoting+through+event+sponsorships,+and+
discuss+the+existence+of+her+local+budget++in+addition+to+her+national+TV+
ad+budget.+
ii. Bad+
1. I+fumbled+my+words+a+bit.+Specifically,+i+was+trying+to+explain+a+possible+
scenario,+but+was+interrupted+and+thrown+from+my+track+momentarily+
when+she+stated+not+theoretically.++
iii. How+to+specifically+improve+
1. Again,+I+am+not+leading+the+conversation.+
2. I+need+to+be+more+confident+or+outspoken+in+the+conversation+to+avoid+
being+bulldozed.+
3. I+didnt+pursue+her+commitment+as+much+as+I+should+have+
a. As+soon+as+she+said+she+was+interested+in+sponsoring+the+events+
and+getting+her+beer+in+there,+I+should+have+run+with+that+and+
moved+to+close.+
Product/+Service+Presentation+
a. Demonstrated+product+knowledge+by+convincingly+connecting+the+buyers+needs+to+the+
product+features+
i. Good+
1. I+stated+that+radio+has+a+highly+effective+call+to+action,+brand+plugs+from+
DJs,+and+WOM+rate+when+combined+with+brand+awareness+building+

5+

Professional+Selling+Final+Exam! Prof.!Nguyen!
+
activities+on+other+ad+mediums.+When+she+voiced+concern+of+my+
intentions+to+just+make+money+from+her,+I+explained+how+my+goal+is+the+
help+her+achieve+her+goal,+and+not+to+just+make+extensive+
recommendations.+I+told+her+how+I+believe+I+can+increase+her+reach+and+
reflexivity+by+a+specific+amount.+When+she+asked+what+I+meant+by+
receptivity,+I+explained+the+sales+results+that+come+from+increasing+
reflexivity.+Based+on+the+conversation+earlier,+I+understood+that+she+was+
looking+to+reach+a+certain+demographic.+I+recommended+advertising+on+
two+radio+stations+that+would+speak+most+to+those+demographics+and+to+
be+involved+in+events+hosted+by+those+stations.+I+noted+that+radio+is+
available+in+many+platforms+including+mobile+phones.++
ii. Bad+
1. I+let+her+interrupt+me+too+much+and+didnt+lead+the+conversation+much.+
She+started+to+really+agree+with+my+recommendation,+but+I+didnt+move+
to+close.+My+suggestion+to+be+involved+with+a+marathon+or+sporting+
event+was+off+point,+and+I+should+have+done+more+research+into+what+
97X+does+for+the+environment+and+for+other+events.+It+was+a+huge+fail+in+
recommendation+specific+to+97X.+
iii. How+to+specifically+improve+
1. Go+for+the+closing+opportunity.+
2. Dont+give+myself+the+chance+to+lose+a+sale.+
3. Stand+a+firmer+ground+on+leading+the+conversation.+
4. Be+more+aware+of+the+background+of+product+offering.+
a. Specifically,+I+should+know+more+about+events+going+on+with+97X+
to+promote+the+Fat+Tire+brand+through+97Xs+events.+
b. Throughout+the+presentation+focused+on+the+benefits+derived+from+the+solution+and+the+
value+resolving+the+uncovered+issues+versus+presenting+mostly+or+only+features+
i. Good+
1. I+focused+on+the+fact+that+she+can+get+increased+sales+and+WOM+through+
engagement++not+through+buying+a+product.+I+emphasized+the+common+
goal+of+establishing+her+brand+in+the+mindset+of+the+developing+
consumer+who+is+still+looking+for+their+beer.+
ii. Bad+
1. Did+go+into+a+great+amount+of+detail+on+value+proposition.+I+could+have+
and+should+have+gone+into+greater+detail+on+this.+
iii. How+to+specifically+improve+
1. Provide+more+value+statements+than+just+one+or+two+
a. Listeners+are+loyal+to+radio+personalities++
b. There+is+a+strong+following+for+many+on_air+personalities+
i. Such+as+Bubba+the+love+sponge++Bubba+Army+

6+

Professional+Selling+Final+Exam! Prof.!Nguyen!
+
c. Continued+past+relationship+who+have+founds+radio+to+be+an+
integral+part+of+their+promotions+portfolio+
c. Used+appropriate+professional+visual+aids+(testimonials,+3rd+party+evaluations,+charts,+
etc.)+
i. Good+
1. For+the+case+studies,+I+shared+only+those+most+relatable+to+food+and+
beverage.+I+did+not+include+any+from,+for+example,+financial+services+or+
any+other+industry+that+may+not+bring+relevance+to+her+specific+industry+
related+concerns.+I+also+brought+outside+research+information+on+hwo+
radio+is+used.+I+brought+up+and+new+specific+figured+from+the+report+on+
radios+effect+when+combined+with+other+mediums.+I+have+the+case+
studies+in+a+spiral+bound+booklet+and+the+info+graphs+in+a+file+folder.+
ii. Bad+
1. I+forgot+the+actual+report+that+included+the+information+on+its+combined+
results+with+the+array+of+other+promotions+opportunities.+My+
presentation+of+the+info+graphs,+product+sheet+information,+and+fact+
sheets+should+have+been+more+professional.+I+should+have+laminated+or+
bound+these+resources.+
iii. How+to+specifically+improve+
1. Prepare+more+in+advance.+
2. Better+understand+my+resources.+
a. Be+more+familiar+with+all+content+within+my+resources+library.+
3. Present+information+in+a+more+collected,+concise,+and+visually+appealing+
fashion.+
4. Add+additional+first+hand+customer+references+from+clients+in+the+food+
and+beverage+industry.+
d. Involved+the+buyer+in+the+presentation+process+
i. Good+
1. As+I+discussed+the+characteristics+of+each+of+the+two+radio+stations+I+
recommended,+I+engaged+her.+We+even+joked+a+little+about+the+
renaissance+of+Mike+Caltas+show+from+Cowhead+to+Mike+Calta.+I+
presented+my+recommendations+and+confirmed+that+she+agreed+these+
matched+how+she+was+looking+to+present+and+promote+her+brand.+When+
making+my+recommendations+on+the+on_air+personality+plug+and+radio+
commercial+time+slot,+I+left+time+for+her+to+speak+and+give+me+feedback+
on+what+she+thinks+about+those+recommendations.+This+was+to+make+
sure+I+was+on+the+right+track+and+show+that+I+am+continuing+to+listen+to+
her+concerns+throughout+the+demonstration.+
ii. Bad+
1. I+should+have+showed+more+of+the+product+availability+such+as+pictured+
from+their+web+ads,+sample+radio+commercials,+showed+her+the+iHeart+

7+

Professional+Selling+Final+Exam! Prof.!Nguyen!
+

IV.

radio+app,+be+more+aware+of+available+events,+etc.+I+really+didnt+directly+
ask+her,+or+at+least+drive+it+enough,+what+she+wanted+out+of+the+product+
offering.+I+mainly+just+explained+my+recommendations,+and+asked+if+she+
agreed.+
iii. How+to+specifically+improve+
1. Engage+the+customer+more+throughout+the+presentation.+
2. Ask+impression+of+my+recommendations+in+greater+detail.+
3. Provide+more+visual+and+audio+examples+of+the+products.+
Gain+commitment+
a. Asked+for+the+business+or+other+appropriate+commitment+from+the+buyer+given+the+
nature+of+the+sales+call+
i. Good++
1. I+summarized+our+discussion+topics,+my+personal+recommendations,+and+
the+pieces+of+information+I+would+be+working+on+the+back+in+my+office+to+
back+to+her+on+specific+questions.+I+confirmed+I+would+be+working+on+a+
plan+keeping+her+$15,000+budget+and+recommendation+preferences+in+
mind.+When+wrapping+up,+I+asked+if+she+would+be+available+next+Tuesday+
at+3pm+to+go+over+all+the+information+I+will+be+preparing+for+her.+
ii. Bad+
1. I+was+hesitant+in+asking+for+the+second+meeting.+It+was+a+bit+awkward+
and+could+have+donned+a+smoother+delivery.+There+was+a+very+poor+
transition+from+my+meeting+and+needs+summary+to+my+request+for+
another+appointment.+The+delivery+really+needs+to+be+improved+upon.+
She+was+ready+to+make+a+commitment+on+the+events,+personalitys+
brand+plugs,+and+commercials,+but+I+dragged+my+feet+and+could+have+
cost+myself+the+sale.+
iii. How+to+specifically+improve+
1. Dont+drag+my+feet+on+closing+
a. I+was+very+hesitant+because+I+didnt+want+to+seem+as+if+I+was+
rushing+the+client.+
b. I+didnt+pick+up+on+the+hints+as+much+that+this+was+a+good+place+
to+stop+and+try+to+close.+So,+I+need+to+work+on+my+timing.+
c. I+need+to+better+recognize+when+the+customer+is+happy+with+my+
suggestions+and+ready+to+close++dont+waste+any+time.+
2. I+didnt+transition+well+from+the+summary+of+the+meeting+to+asking+for+
another+appointment.+
a. Improve+delivery+
b. Address+nervousness+
c. Recognize+nervous+twitches++looking+down+when+speaking+to+
someone+is+unprofessional+and+impolite.++

8+

Professional+Selling+Final+Exam! Prof.!Nguyen!
+

V.

VI.

3. I+was+hesitant+to+ask+for+another+appointment+because+I+was+nervous,+
and+because+of+this+my+delivery+was+affected.+
Overcoming+objections+
a. Initially+gained+a+better+understanding+of+the+objection+(clarifies+or+allows+the+buyer+to+
clarify+the+objection)+
i. Good+
1. I+listened+closely+to+the+objections+and+answered+them+directly.+I+
provided+data+from+my+research+to+confirm+my+counter+argument.+
There+werent+too+many+objections+overall.+
ii. Bad+
1. I+set+myself+up+for+the+objection+with+the+running+or+sports+related+event+
endorsement+through+97X.+I+should+have+not+recommended+it+without+
doing+further+research.+I+absolutely+should+not+have+even+dragged+on+
the+recommendation+when+she+started+to+object.+It+was+very+awkward,+
poorly+delivered,+and+not+well+addressed.+I+more+or+less+tried+to+agree+
and+move+on+while+making+it+less+obvious+how+poor+the+idea+was.+
iii. How+to+specifically+improve+
1. Doing+more+thorough+research+about+a+product+before+making+specific+
recommendations+on+it+
2. Thoroughly+consider+the+appropriateness+and+relevance+of+the+
recommendation+to+the+product.+
3. Own+up+to+a+bad+idea+or+recommendation.+
a. Dont+drag+it+on.+
b. Get+to+the+point.+
c. Dont+let+a+bad+idea+slow+me+down+or+impede+my+charisma.++
b. Effectively+answered+the+objection+
i. Good+
1. I+did+address+the+objectives+well+with+direct+supporting+facts+and+
incidents.+For+example,+when+she+brought+up+that+she+didnt+believe+
radio+was+a+relevant+medium+in+this+day+and+age,+I+convinced+her+
otherwise+through+research+information+I+provided.+The+information+I+
provided+specified+that+the+consistent+use+of+radio+over+time+and+how+it+
compares+to+other+mediums.+
ii. Bad+
1. I+really+dropped+the+ball+and+set+myself+up+for+the+sporting+event+
recommendation+fiasco.++
iii. How+to+specifically+improve+
1. Only+touch+on+what+I+know.+
2. Dont+speculate.+
3. Dont+make+outlier,+speculated+recommendations.+
Communications+Skills+

9+

Professional+Selling+Final+Exam! Prof.!Nguyen!
+
a. Effective+verbal+speaking+skills+(appropriate+grammar+and+English,+mimimum+ums,+
you+know,+and+minimized+language+without+explanation(great,+awesome,+cool)+
i. Good+
1. I+showed+strong+English+skills+and+vocabulary.+
ii. Bad+
1. I+really+sale+absolutely+excessively.+While+on+one+hand+it+is+important+
to+confirm+that+I+am+listening+and+understanding,+the+specific+word+even+
was+too+often+repeated.+I+also+said+a+few+other+unnecessary+words+
occasionally+that+had+a+similar+effect.+There+were+several+instances+
where+my+nerves+got+the+best+of+me,+and+I+wasnt+quite+sure+what+I+was+
even+saying.+It+would+have+been+good+for+me+to+take+it+a+little+slower+
and+think+more+before+I+speak+to+collect+my+thoughts.++
iii. How+to+specifically+improve+
1. Slow+down.+
2. Think+before+I+speak.+
3. Breathe!!!+And+dont+be+so+nervous.+
4. Remember+to+circle+back+to+the+main+point+and+goal+of+the+conversation+
when+getting+sidetracked+or+stuck.+
5. Dont+use+filler+words+so+often.+I+said+the+word+absolutely+over+10+
times+throughout+the+whole+video.+This+word+and+a+few+others+were+use+
excessively+and+unnecessarily.++
b. Effective+listening+skills+(active+listening:+restated,+rephrased,+clarified,+probed+for+better+
understanding,+etc.)+
i. Good+
1. I+believe+that+I+listened+quite+well.+In+several+instances+I+repeated+and+
rephrased+the+thought+she+was+trying+to+convey.+For+example,+when+she+
was+explaining+her+concern+with+the+age+of+her+target+market,+I+
rephrased+he+point,+went+into+greater+detail,+and+agreed+with+her+that+
her+concern+was+quite+a+relevant+point+to+consider+when+constructing+
this+campaign.+Also,+throughout+the+conversation,+she+made+it+quite+
clear+that+she+was+looking+to+increase+beer+sales.+She+asked+me+what+
she+wanted,+and+I+repeated+it+back+to+her.+She+was+clear+in+her+
knowledge+that+I+was+listening+and+understanding+what+was+important+
for+her+in+promoting+her+brand.+
ii. Bad+
1. While+I+feel+I+was+quite+strong+in+listening,+I+really+failed+to+probe+further+
into+plenty+of+topics.+In+some+ways,+I+feel+that+I+had+a+hard+time+doing+so+
because+she+interrupted+me+often,+and+I+felt+like+I+was+more+or+less+
trying+to+keep+up+with+her+in+the+conversation.+This+was+the+biggest+
issue++that+I+let+her+lead+the+conversation.+If+I+had+probed+deeper+I+

10+

Professional+Selling+Final+Exam! Prof.!Nguyen!
+
would+have+been+able+to+better+address+her+concerns+and+solution+
needs.+
iii. How+to+specifically+improve+
1. Take+better+control+of+the+conversation+
a. Allow+myself+the+opportunity+to+ask+more+probing+question.+
b. Dont+be+afraid+to+circle+back+and+drill+a+topic+to+get+to+the+
bottom+of+it.+
2. Be+more+prepared+for+probing+questions.+
c. Appropriate+non_verbal+communication+(gestures,+posture,+dress)+
i. Good++
1. I+believe+that+my+non_verbal+communication+was+quite+strong.+
Throughout+the+conversation+I+nodded+to+signal+my+attention+and+
understanding.+My+clothes+were+professional+and+appropriate.+My+hair,+
makeup,+and+accessories+were+conservative+and+tasteful.+When+I+spoke+I+
occasionally+gestured+with+my+hands+for+emphasis,+but+nothing+too+
dramatic+or+unnatural.+My+posture+was+fairly+good.+
ii. Bad++
1. My+posture+could+have+improved.+When+I+wrote+or+took+notes,+I+found+
myself+slouching.+When+I+got+nervous,+I+could+see+that+I+was+fidgeting+
and+fiddling+with+my+hands.+I+should+have+practiced+my+gestures+in+a+
mirror+prior+to+the+presentation.+While+they+were+natural,+they+were+
limited+and+have+room+for+improvement.++
iii. How+to+specifically+improve+
1. Practice+speaking+in+the+mirror.+
2. Focus+on+being+more+conscious+and+aware+to+my+gestures+and+body+
positioning.+
a. My+gestures+were+unplanned+and+uncoordinated++I+dont+
remember+doing+them+at+all.+
b. When+sitting+back+upright+from+taking+notes,+be+surer+in+my+
movements.+I+saw+myself+shifting+a+lot+in+my+chair+as+if+I+was+
uncomfortable.+
3. Practices+my+posture.+More+specifically,+focus+on+a+comfortable,+
professional+looking,+upright+position+where+I+am+least+likely+to+shift+in+
my+seat+and+am+most+able+to+effectively+take+notes.+
+
+
+

11+