Sales & Negotiation Flashcards

Which principle of influence, identified by Robert Cialdini, is most directly leveraged when a salesperson provides a free trial or sample?

Answer: Reciprocity

Reciprocity triggers a psychological obligation to give back when something is received, making prospects more likely to engage or purchase after receiving a free offering.

A long-term client's annual contract renewal is coming up. They have not complained but have reduced usage by 30%. What should the account manager do?

Answer: Proactively schedule an executive business review to understand and address the usage decline

Proactively addressing declining usage before renewal shows commitment to client success and provides an opportunity to re-establish value before churn risk materializes.

In a complex B2B sale, what is the role of a 'mobilizer' in the Challenger Sale framework?

Answer: An internal stakeholder who actively moves the organization toward a purchase decision

Mobilizers are motivated by improving their organization and are willing to push internally for change, making them the most valuable allies in a complex sale.

What is 'scope creep' in account management and why is it a negotiation concern?

Answer: Gradually adding deliverables beyond the contracted scope without corresponding pricing adjustments

Scope creep erodes profitability and sets a precedent for clients to expect extras for free, undermining future negotiation leverage.

Which closing technique involves summarizing all agreed benefits and then directly asking for the business?

Answer: Summary close

The summary close reinforces the value the client agreed to throughout the sales conversation before the final ask, making the decision feel logical and well-supported.

What does 'zone of possible agreement' (ZOPA) mean in negotiation?

Answer: The range between each party's reservation point where a mutually acceptable deal can exist

ZOPA is the overlap between the seller's minimum acceptable outcome and the buyer's maximum willingness to pay; no deal is possible outside this zone.

An account manager discovers that a key competitor has just signed a pilot with one of their top accounts. What is the most appropriate immediate action?

Answer: Request an urgent meeting with the executive sponsor to reinforce strategic value and learn about any unmet needs

Engaging the executive sponsor promptly allows the account manager to understand any dissatisfaction, reinforce differentiated value, and counter competitive influence at the right level.