Quiz 11 Flashcards
(25 cards)
Salespeople use the consultative sales presentation because_______.
This customer-focused selling model results in increases customer satisfaction, more closed sales, and more repeated and referred business
Consultative selling is a very customer-centric form of selling that creates______.
Value for the customer and the firm
Product-oriented selling is usually_________.
Inefficient and ineffective
Research has shown that high-performance sales personnel have learned how to______.
Diagnose and solve problems better than their competitors
The sales environment is changing. In competitive markets, success increasingly hinges on________.
Developing mutually rewarding customer relationships
The four-part need-satisfaction model includes________.
Need discovery, Solution selection, Need satisfaction, and Servicing the sale
The space, 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
Solution selection is an important function of the salesperson. Salesperson, who have the ability to________ achieve the status of trusted advisor.
Conduct a value-added needs analysis
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
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
Bringing new insights to customers regarding ________ creates value for them.
Their buying problem and enhanced solutions
Need discovery is sometimes called ________.
A needs analysis or needs assessment
During need discovery, the effective use of ________ to achieve need identification and need satisfaction is one of the greatest challenges facing most professional salespersons.
Questiosn
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
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
In need discovery you assume that the client’s problem is not _____.
Known
The starting point for need discovery is developing a________.
Listening attitude
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
The second part of the consultative sales process consists of selecting or configuring a solution that ________.
Satisfies the prospect’s buying motives
When collaborating with a potential customer on potential solutions, the salesperson should ________.
Match specific benefits with specific buying motives
The process of selecting the right solution is called ________.
Product configuration
_____ help(s) you uncover ad clarify the pain, implications, and circumstances surrounding the customer’s buying problem.
Probing questions
