Ch 11 Flashcards
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
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 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
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 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.
questions
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
The qualifications that must be available or fulfilled before the sale can be closed are called _____conditions.
buying
