Chapter 11 Quiz

___ help(s) you uncover ad clarify the pain, implications, and circumstances surrounding the customer's buying problem.

Probing questions

Need discovery is sometimes called:

a needs analysis or needs assessment

Regarding the specific use of questions, research results revealed that the highest performing salespeople used questions to _____.

build clear, complete, mutual understanding; guide the direction of the sales call; and used questioning strategy to facilitate an open exchange of information

The qualifications that must be available or fulfilled before the sale can be closed are called ____ conditions.

buying

Solution selection is an important function of the salesperson. Salespeople who have the ability to ___ achieve the status of trusted advisor.

conduct a value-added needs analysis

The sales environment is changing. In competitive markets, success increasingly hinges on:

developing mutually rewarding customer relationships

Research has shown that high-performance sales personnel have learned how to:

diagnose and solve problems better than their competitors

Servicing the sale is a major way to create value, ensure maximum satisfaction, and long-term relationships. Critical servicing-the-sale activities include:

expansion selling, making credit arrangements, following through on assurances and promises, and dealing effectively with complaints

Product-oriented selling is usually:

inefficient and ineffective

According to research by Neil Rackham, the ___ has the most impact on buyer's decision to purchase a product.

investigate or need discovery stage

In need discovery you assume that the client's problem is not:

known

The starting point for need discovery is developing a:

listening attitude

When collaborating with a potential customer on potential solutions, the salesperson should:

match specific benefits with specific buying motives

The four part need satisfaction model includes:

need discovery, solution selection, need satisfaction, and servicing the sale

The third part of the need-satisfaction model is informing, persuading, or reminding. During this process, the salesperson:

places less emphasis on questions and more on value-adding statements

The process of selecting the right solution is called:

product configuration

The pace, scope, and time allocated to need discovery might depend on a variety of factors, but there are generally several major factors. The major factors include:

product sophistication, price, customer's product knowledge, and time available for discussion between salesperson and prospect

During need discovery, the effective use of ____ to achieve need identification and need satisfaction is one of the greatest challenges facing most professional salespersons.

questions

The second part of the consultative sales process consists of selecting or configuring a solution that:

satisfies the prospect's buying motives

Active listening is ____, both in terms of content and meaning.

sending back to the prospect what you as a listener think the prospect meant

Use _____ to control the flow of information and draw out the customer.

silence

The greatest time investment in personal selling is:

the front-end of the sales process

Bringing new insights to customers regarding _____ creates value for them.

their buying problem and enhanced solutions

Salespeople use the consultative sales presentation because ___

this customer-focused selling model results in increased customer satisfaction, more closed sales, and more repeat and referred business

Consultative selling is a very customer-centric form of selling that creates:

value for the customer and the firm