Questioning

Question 1

What are the seven steps of the personal selling process?

Answer 1

• the opening
• need and problem identification
• presentation and demonstration
• dealing with objections
• negotiation
• closing the sale
• follow up

Question 2

What is the sequence of and importance of the following in the personal selling process: the opening

Answer 2

1st in personal selling.
Create good first impression.
Set tone of discussion/sales interview.
Aim to generate rapport and trigger interest.

Question 3

What is the sequence of and importance of the following in the personal selling process: need and problem identification.

Answer 3

2nd in personal selling.
Identify key needs and problems.
What are key decision factors.
How do these relate to product range of offer.

Question 4

In the need and problem identification stage - what sort of questions should be used?

Answer 4

• open questions. Aim is to gather detailed information. Important to understand needs thoroughly before making sales presentation/demonstration.

Question 5

What is the sequence of and importance of the following in the personal selling process: presentation and demonstration

Answer 5

3rd in personal selling.
Based on assessment of needs - presents most suitable product from range to solve problems.
Focus on benefits rather than features - educate the customer.
Demonstrations should involve the customer.

Question 6

What is the sequence of and importance of the following in the personal selling process: dealing with objections

Answer 6

4th in personal selling.
Careful not to criticise customer/prove them wrong.
Listen to concerns and do not interrupt.
Handle objections with tact.

Question 7

What are five ways of handling objections?

Answer 7

• agree and counter - e.g. yes it is more expensive, however in the long run becomes more economical
• straight denial - e.g. no it is easier to clean thanks to the synthetic fibers
• question the objection - e.g. what exactly do you not like about it?
• forestall the objection - e.g. I know it is more expensive upfront than XX but in the long run…
• turn objection into trial close - e.g. If i can guarantee the reliability would you buy it?

Question 8

How can questioning be used to identify hidden objections? Give examples.

Answer 8

Open ended and probing questions -
‘is there anything you are unclear about’.
‘I don’t think you are totally convinced - what else can i explain to make your decision easier’
Aim is to get customer talking - goes back to need identification stage of process.

Question 9

What is the sequence of and importance of the following in the personal selling process: negotiation

Answer 9

5th in personal selling.
start high but be realistic.
trade concession for concession.
ask lots of questions to gain information to be used as leverage.

Question 10

What is the sequence of and importance of the following in the personal selling process: closing the sale

Answer 10

6th in personal selling.
Creates point of possible rejection.
Key benefits of product are likely to increase interest to buy. Closing should be made at peak interest.

Question 11

What are six closing methods?

Answer 11

• ask for order
• summarise and then ask for order
• concession close - if you buy today, 2% discount
• alternative close - would you like blue or red
• the objection close - if i can guarantee it, will you buy
• action agreement - move into deeper discussion/demonstration at later date

Question 12

What is the sequence of and importance of the following in the personal selling process: follow up

Answer 12

7th in personal selling.
Ensure customer satisfaction.
Build on rapport/customer relationship.
Identify any problems and take corrective action.

Question 13

What are the four types of questions?

Answer 13

probing
evaluative
tactical
reactive

Question 14

What are SPIN questions?

Answer 14

• Situation
• Problem
• Implication
• Need pay off

Question 15

What is the ADAPT question types of need discovery?

Answer 15

• Assessment questions
• Discovery questions
• Activation questions
• Projection questions
• Transition questions

Question 16

Provide an example of the following in terms of SPIN questions: situation

Answer 16

How you describe your current business situation?

Question 17

Provide an example of the following in terms of SPIN questions: problem

Answer 17

How often does that problem occur?

Question 18

Provide an example of the following in terms of SPIN questions: implication

Answer 18

What is the impact of that problem?

Question 19

Provide an example of the following in terms of SPIN questions: need pay off

Answer 19

If the problem is solved, what is the benefit to your company?

Question 20

Provide an example of the following in terms of ADAPT questions: assessment question

Answer 20

Tell me about your current product line?

Question 21

Provide an example of the following in terms of ADAPT questions: discovery question

Answer 21

Does this product line cover the needs of your customer base?

Question 22

Provide an example of the following in terms of ADAPT questions: activation question

Answer 22

How do you think a hole in your product line affects your business?

Question 23

Provide an example of the following in terms of ADAPT questions: projection question

Answer 23

How do you think your business will be effected by filling the hole in the product line?

Question 24

Provide an example of the following in terms of ADAPT questions: transition question

Answer 24

Would you be interested in seeing the solutions we have to fill the hole in your product line?