MKT 504 Chapter 3: mkt504 ch3.docx

• School: Ryerson University
• Department: Marketing
• Course: MKT 504
• Professor: Roy Morley

Document Summary

Emotional intelligence: capacity for recognizing our own feelings and those of others, for motivating ourselves, and for managing emotions effectively in ourselves & our relationships. Empathizer: someone with ability to imagine themselves in someone else"s position & understand what they are feeling. 4 key groups of relationship strategies: customers, secondary decision makers (ie assistants to primary decision maker), company support staff, management personnel. Self-concept: bundle of facts, opinions, beliefs, and perceptions about yourself that are present in your life every moment of every day. Win-win selling: buyer & seller come out of sale understanding their respective interests have been served. Ego drive: inner force that makes salesperson want & need to make the sale. Character: personal standards of behaviour including honesty & integrity; based on internal values & resulting judgements you make about what is right and wrong. Integrity: part of character; when behaviour is in accordance with professed standards; personal code of moral values.