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
