Chapter 8 Flashcards
Failure to be on time, secure a buyer’s interest, or build rapport suggests the salesperson lacks ________________ skills
Impression management.
Stanley knows how and what he does in one context can influence a customer’s perceptions about other things he does. This tendency for perceptions to extend from one situation to another is known as the:
Halo effect
Jonathan is working on a method designed to get the prospect’s attention and interest quickly and to make a smooth transition into his presentation. He is working on his:
Opening.
As the Dun-Rite Equipment Company salesperson walks into the office of a prospective client, she says, “No other machine but the Dun-Rite spiral ham slicer can slice 80 hams per hours.” What opening is the salesperson using?
Benefit.
When Brenda walked into the architect’s office, she said, “I love the Boys and Girls Club building you designed.” Brenda was using the _____ opening to sell CAD software for her company.
Compliment.
In selling, rapport is:
A close, harmonious relationship founded on mutual trust.
________________ is an activity most closely related to small talk.
Office scanning.
Henry walks into the customer’s office and trips over a carpet. The best thing he can do is to:
Maintain a proper perspective and a sense of humor.
“If you were designing a delivery company to handle your product deliveries from scratch, what would you include?” Vincent asked his prospect. Vincent is using a(n) _____ question.
Open.
Rod asked the car dealership manager, “How many test drives do your salespeople give each month?” This question is an example of a(n) _____ question
Situation.
The SPIN technique involves __________, _________, _________, and _________ questions.
situational, problem, implication, and need payof
A salesperson asked, “What impact does increased security costs have on your ability to make a reasonable profit?” The salesperson is asking a(n) _____ question as he works his way through the SPIN technique.
Implication.
A salesperson who asks a need payoff question might say
“If I can show you how to use less energy per cubic foot in your freezer bins, would you be interested?”
In contrast to _____ questions, which are problem centered, _____ questions are solution centered
implication; need payoff.
A question asked by a salesperson to take the pulse of the situation during a presentation is called a(n):
Trial close.
To develop a close and harmonious relationship, a salesperson must be perceived as having ____________; that is, he or she must be believable and reliable.
Credibility.
