Exam 2 RHIM 4316
Research has shown that high-performance sales personnel have learned how to _______
Diagnose and solve problems better than their competitors
According to research by Neil Rackham, the ________ has the most impact on the buyer's decision to purchase a product
Investigate or need discovery stage
A major key to an effective customer service strategy is follow-through. Key ways in a salesperson can add value with follow-through include________.
Making credit arrangements, scheduling delieveries, and preventing post-sale problems
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
Active listening is _______, both in terms of content and meaning
Sending back to the prospect what you as a listener think the prospect meant
Bringing new insights to customers regarding ______creates value for them.
Their buying problem and enhanced solutions
In analyzing each buyer concern, the salesperson should try to determine which method can be most effective. In most cases, the salesperson can be ________.
a combination of methods
Studies indicate that the favorable testimony of _______ can be effective method of responding to buyer resistance
a neutral third party
Increased customer expectations, after the sale is closed, requires ______.
a strategic plan for servicing the sale.
7. Need discovery is sometimes called
a. A needs analysis or needs assessment
8. The process of selecting the right solution is called
a. A product configuration
16. Establishment of objectives for the sales presentation and preparation of the presentation plan must be guided
a. A strong desire to provide outstanding customer service
13. A(n) ______ is something you want from the customer during the sales presentation
a. Action objective
11. A high-quality and professional approach is a powerful way to
a. Add value and differentiate yourself from your competitors
10. Some of the most common approaches to arouse prospect interest in the presentation include
a. Agenda, product demo, referral, customer benefit, question, survey, and premium
19. Selling to the "gate keeper" means______
a. Aligning yourself with the person who schedules the decision maker's appointments
15. Adaptive selling involves_______ to improve communication with the customer
a. Altering sales behaviors
11. The qualifications that must be available or fulfilled before the sale can be closed are called _____con
a. Buying
5. In order to create a customized presale presentation, salespeople need to
a. Collect background information
5. Solution selection is an important function of the salesperson. Salespeople who have the ability to________ achieve the status of trusted advisor
a. Conduct a value-added needs analysis
9. The _______ approach is also referred to as the elevator speech
a. Customer benefit
4. Team members should be given
a. Detailed information about the customer, understand the basics of consultative presentations, and
3. The key advantages of a sales team include
a. Discovering problems, solutions, and sales opportunities than an individual salesperson could discover
20. Prior to developing the presentation plan, the salesperson must answer one very important question
a. Do these activities relate to customer's buying process?
17. The second prescription discusses the need for a carefully prepared presentation plan the includes ________
a. Ensuring that all salespeople are well organized and prepared to achieve objectives
18. The social contact helps build rapport. Building rapport should lead to ______
a. Ensuring that all salespeople are well organized and prepared to achieve objectives
8. If the approach is successful, the salesperson will be _____
a. Given the opportunity to make a sales presentation
21. Product-oriented selling is usually ______.
a. Inefficient and ineffective
4. In need discovery you assume that the client's problem is not
a. Known
13. The starting point for need discovery is developing a _________
a. Listening attitude
The second step in the preapproach process is
a. Making a favorable first impression, getting the prospect's attention, and transitioning to need identifying
10. When collaborating with a potential customer on potential solutions, the salesperson should
a. Match specific benefits with specific buying motives
14. The four-part need-satisfaction model includes ______
a. Need discovery, solution selection, need satisfaction, and servicing the sale
1. The third part of the need-satisfaction model is informing, persuading, or reminding. During this process, the salesperson_______
a. Places less emphasis on questions and more on value-adding statements
14. The first step in the preapproach process is __________
a. Preparing presale objectives and developing a presale presentation plan
12. _________ help(s) you uncover ad clarify the pain, implications, and circumstances surrounding the customer's buying problem.
a. Probing questions
6. During need discovery, the effective use of ________ to achieve need identification and need satisfaction is one of the greatest challenges facing most professional salespersons.
a. Questions
12. ___________ includes thoughts, feelings, and behavioral patterns that conspire to limit what a salesperson is able to accomplish
a. Sales call reluctance
3. The second part of the consultative sales process consists of selecting or configuring a solution that____
a. Satisfies the prospect's buying process
9. Use _________ to control the flow of information and draw out the customer
a. Silence
7. Salespeople skilled in adaptive selling consider how _______ may enhance the sales presentation
a. The relationship, product, and customer strategies
6. A major goal of ________ is to make a good first impression, build rapport, and establish credibility
a. The social contract
2. Objectives of the first prescription include
a. Understand needs and build or establish relationship
2. Consultative selling is a very customer-centric form of selling that creates
a. Value for the customer and the firm
When you are working on a large, complex sale, you should try to ________ throughout the sale process.
achieve incremental commitment
The best time to deal with price is _______.
after you have reviewed product features and buyer benefits
Satisfied customers become ______.
an auxiliary sales force
Important buying signals might _________.
be interwoven into normal conversation
The concept of finding "what alternative(s) will be acceptable to you if you negotiation does not succeed" is called ___________.
best alternative to negotiated agreement or BATNA
One way to clarify price concerns is ___________.
by asking questions to determine what the customer is thinking
The "sell low now, make profits later" approach __________.
can create value for both you and your customer because it might be a way of gaining a foothold in your buyer's business
_________ are used to enhance customer service, loyalty, and growth.
computer-based systems
Buyer sometimes use the "take-it-or-leave-it" tactic. An alternative strategy to counter this tactic is to ___________.
confidently review the superior benefits of your product and make another closing attempt
The step in closing the sale that reassures the client is called the _________ step.
confirmation
_________ involves selling products that are not directly associated with products that you have sold to an established customer
cross-selling
Salespeople are in a unique position to enhance ________, the two major contributions to relationship quality
customer satisfaction and trust
In the new millennium, __________ has become a primary value-add function
customer service
In resolving customers' problems, don't just do what is expected, but ________.
delight the customer by exceeding their expectations.
The five important service behaviors that enhance customer satisification and trust are __________.
diligence, information communication, inducements, empathy, and sportsmanship
The ______ close is the most straightforward closing approach and many buyers find it attractive.
direct appeal
Your customer's contact with the competition is inevitable. You should ________.
do everything possible to help the customer make an intelligent comparison.
Resistance to time is often referred to as stalling. A stall usually means the customer ___________.
does not yet perceive the benefits of buying now
The salesperson should be alert to specific benefits that generate the most excitement, which are called __________.
dominant buying motives
One of the MOST important personality traits salespeople need is ________, which is especially helpful in recognizing closing clues
empathy
Today's customers are well informed and might want to ________ early in the sales process
engage in negotiations
Properly managing customer relationships _______.
enhances customer value creation
briefly summarize what seems to be the customer's major concern and
express a sincere desire to find ways to resolve the problem
The challenge a salesperson faces in almost every negotiation is to sell products and services based on ________, not on price.
fair and unique value propositions
Personal visits, telephone calls, email messages, letters and cards, and call reports are examples of _______, which strengthen the partnership and add value
follow-up
High-performance salespersons do not abdicate responsibility after the sale. They continue to strenghten the partnership with ________
follow-up, follow- through, and expansion selling
When dealing with an unhappy or angry customer, it is important to first __________.
give him or her every opportunity to disclose his or her feelings
Some salespeople make the mistake of waiting until the close to reveal _________.
information that might come as a surprise to the prospect
Being a salesperson who _________ is a major factor underlying repeat sales.
is a customer advocate
If you are calling on business prospects, the way to overcome need resistance is to prove your product ___________.
is a good investment
A closing clue or buying signal _______.
is a verbal or nonverbal indication that the prospect is preparing to make a buying decision
Concerns about the product or service often become the focal point of buyer resistance. Two common factors influencing the buyer's attitude are that the product or service ______________.
is not well established or the current product or service is satisfactory
Buyers will also use the "let-us-split-difference" tactic. If the buyer's suggestion is not acceptable, then you might _________.
make a counteroffer
Three things a high-performance salesperson can do after a lost sale are __________.
make sure the deal is dead, review the chain of events, and interview the client
The consequence of the use of the "if...... then" tactic could be serious. If the buyer does have a number of options that offer the same benefits as yours, then the salesperson
might have to concede
The great majority of buyer concerns fall into five categories. Those categories are ___________.
need, product, source, time, and price.
In many selling situations, the salesperson needs to take responsibility for __________.
obtaining commitment from the customer
Several closing methods might be necessary to get the prospect to make a buying decision; therefore, it is wise for the salesperson to ________.
preplan several closes
______________ is one of the biggest obstacles sales people have to conquer.
price objection
A key thing to keep in mind about complaints is that ___________.
problems exist when the customer perceives they exist
Verbal closing clues can be divided into categories, which are __________.
questions, recognitions, and requirements
Before you ask the _________ customer for a buying decision, make sure you review important factual information
reflective
Negotiations can happen at any stage of the sales process, but in most cases the most important negotiations will take place during the _______ stage of the buying process,
resolution of problems
CRM technology offers new ways to __________.
save time in addition to enhancing and extending relationship-rich conversation
Asking for the order is less difficult if the salesperson is ________.
strategically prepared for the close
Dealing effectively with an unhappy customer should be thought of as an opportunity to __________.
strengthen the business relationship
A type of expansion selling, full-line selling, is also called _________, which is the process of attempting to sell products or services that are related to the main item already sold to the customer.
suggestion selling
To achieve success with cross-selling, you need to use ________.
survey questions and probing questions
When you are dealing with the price- conscious transacational buyer, who needs flexibility and options, the ________ close might be the most appropriate closing method
the multiple options
Negotiate a win-win solution to _________ before you attempt to close the sale.
the tough points
To help overcome price concerns, salespersons need to direct the customer's attention to _________.
the value-added features of your product or service
Satisfied customers are more likely ___________.
to become a source for new prospects
The __________ close is a closing attempt made at an opportune time during the sales presentation to encourage the customer to reveal readiness or unwillingness to buy.
trial
Preparation for the close involves __________.
understanding customer needs, custom-fitting solutions, and planning appropriate closing methods
One strategy to use with buyers who use the "budget limitation tactic" is to ________.
use unbundling by eliminating some items to reduce the price
A second important negotiation planning tool, __________, is defined as the space between the seller's walk-away point and the buyer's highest willingness to pay.
zone of possible agreement or ZOPA
