Marketing 3005 - Personal Selling Chapter 11
Product-oriented selling is usually ___________.
Inefficient and ineffective
In need discovery you assume that the client's problem is not _____.
Known
________ help(s) you uncover ad clarify the pain, implications, and circumstances surrounding the customer's buying problem.
Probing questions
The pace, scope, and time allocated to need discovery might depend on a variety of facts, buy 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
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 activities include ___________.
expansion selling, making credit arrangements, following through on assurances and promises, and dealing effectively with complaints
According to research by Neil Rackham, the _______________ has the most impact on the buyer's decision to purchase a product.
investigative or need discovery stage
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
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 structure
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
