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personal selling 4 > pers selling4 > Flashcards

pers selling4 Flashcards

1
Q

rapport

A
  • find commonalities
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2
Q

Neither people nor organizations buy products, they seek out the ____ with the benefits that certain features provide

A

satisfaction

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3
Q

sales is an interactive process of ____ _____

A

exchanging information

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4
Q

dichotomous questions

A

multiple choice questions

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5
Q

are designed to penetrate below generalized or superficial information to elicit more articulate and precise details for use in needs discovery and solution identification.
“ how are you handling ____?”
- request clarification
-encourage elaboration

A

probing questions

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6
Q
  • use open- and closed-end questions to confirm and uncover attitudes, opinions, and preferences the prospect holds.
  • designed to go beyond generalized fact finding and uncover prospects’ perceptions and feelings regarding existing and desired circumstances and potential solutions.
  • questions include “How do you feel about ?” “Do you see the merits of ?” and “What do you think ?”
A

evaluative questions

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7
Q
  • are used to shift or redirect the topic of discussion when the discussion gets off course or when a line of questioning proves to be of little interest or value
  • “Earlier you mentioned that . Could you tell me more about how that might affect ?”
A

tactical questions

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8
Q
  • are questions that refer to or directly result from information the other party previously provided.
  • are used to elicit additional information, explore for further detail, and keep the flow of information going. -“You mentioned that . Can you give me an example of what you mean?” and “That is interesting. Can you tell me how it happened?”
A

reactive questions

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9
Q

questions designed to uncover a buyer’s current situation and inherent problems, enhance the buyer’s understanding of the consequences and implications of those problems, and lead to the proposed solution.

A

SPIN

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10
Q

This type of question solicits data and facts in the form of general background information and descriptions

  • used early in the sales call and provide salespeople with leads to develop the buyer’s needs and expectations fully
  • least powerful
  • most people ask too many of these
  • “how many people do you employ?” “what does your ___situation look like?”
  • discovery questions
A

Situation questions

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11
Q
  • follow the more general questions to probe further for specific difficulties, developing problems, and areas of dissatisfaction that might be positively addressed by the salesperson’s proposed sales offering.
  • ““How critical is this component for your production?” “What kinds of problems have you encountered with your current suppliers?”
  • actively involve buyer
  • asking abt consequenses/effects
  • ppl dont ask enough of these
A

Problem questions

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12
Q

-follow and relate to the information flowing.
- Their purpose is to assist the buyer in thinking about the potential consequences of the problem and understand the urgency of resolving the problem in a way that motivates him or her to seek a solution
- most powerful of spin
- “How does this affect profitability?”
“What impact does the slow response of your current supplier have on the productivity of your operation?” “How would a faster piece of equipment improve productivity and profits?” and
“What happens when the supplier is late with a shipment?

A

Implication Questions

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13
Q

propose a solution and develop commitment from the buyer.
These questions refocus the buyer’s attention to solutions rather than problems and get the buyer to think about the positive benefits derived from solving the problems
- “Would more frequent deliveries allow you to increase productivity?”
-“If we could provide you with increased reliability, would you be interested?”
-“If we could improve the quality of your purchased components, how would that help you?” and
-“Would you be interested in increasing productivity by 15 percent?”

A

Need-payoff questions

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14
Q

SPIN stands for

A

Situation, problem, implication, need payoff

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15
Q

questioning system that uses a logic-based funneling sequence of questions, beginning with broad and generalized inquiries designed to identify and assess the buyer’s situation.

A

ADAPT

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16
Q

One of the five stages of questions in the ADAPT questioning system that do not seek conclusions but rather should address the buyer’s company and operations, goals and objectives, market trends and customers, current suppliers, and even the buyer as an individual.

A

assessment questions

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17
Q

One of the five stages of questions in the ADAPT questioning system that follows up on the assessment questions; they should drill down and probe for further details needed to develop, clarify, and understand the nature of the buyer’s problems fully

A

discovery questions

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18
Q

One of the five stages of questions in the ADAPT questioning system used to “activate” the customer’s interest in solving discovered problems by helping him or her gain insight into the true ramifications of the problem and to realize that what might initially seem to be of little consequence is, in fact, of significant consequence.

A

activation questions

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19
Q

One of the five stages of questions in the ADAPT questioning system used to encourage and facilitate the buyer in “projecting” what it would be like without the problems that have been previously “discovered” and “activated.”

A

projection questions

20
Q

One of the five stages of questions in the ADAPT questioning system used to smooth the transition from needs discovery into the presentation and demonstration of the proposed solution’s features and benefits

A

transition questions

21
Q

Listen to understand, not to reply. Resist the urge to interrupt and receive the full message the buyer is communicating.

A

pay attention

22
Q

Make effective eye contact and check to see if the buyer’s body language and speech patterns match what is being said.

A

monitor nonverbals

23
Q

Confirm your correct understanding of what the buyer is saying by paraphrasing and repeating what you have heard.

A

paraphrase and repeat

24
Q

Ask questions to clarify the meaning of what the buyer is communicating.

A

make no assumptions

25
Q

Encourage the flow of information by giving positive feedback and help the buyer stay on track by asking purposeful, related questions.

A

encourage the buyer to talk

26
Q

Maximize your attention and comprehension by thinking about and visualizing what the buyer is saying.

A

visualize

27
Q

is an informal mode of listening that can be associated with day-to-day conversation and entertainment.

  • is characterized by low levels of cognitive activity and concentration and is typically used in conversation with a friend or a store clerk or listening to music, a concert, a television program, or even a play.
  • The received messages are taken at face value and do not require a high degree of concentration or thinking to sort through, interpret, and understand.
A

social listening

28
Q
  • is associated with events or topics in which it is important to sort through, interpret, understand, and respond to received messages.
  • is often referred to as active listening, as it requires high levels of concentration and cognition about the messages being received.
  • Concentration is required to break through the distractions and other interference to facilitate receiving and remembering specific messages.
  • Cognition is used to sort through and select the meaningful relevant messages and interpret them for meaning, information, and response.
A

Serious listening

29
Q

the cognitive process of actively sensing, interpreting, evaluating, and responding to the verbal and nonverbal messages of current or potential customers.

A

active listening

30
Q

1- ____

Actively looks for opportinuties of collom interes

A

find key areas of interest

31
Q
  1. ____.

skips over delivery errors and focuses on content

A

judge content not delivery

32
Q
  1. ____

does not judge or evaluate until message is complete

A

hold your fire

33
Q
  1. ____

listens for central themes

A

Listen for ideas

34
Q
  1. ____

takes fewer notes and limits theme to central theme and key ideas presented

A

be flexible

35
Q
  1. _____

works hard at attanding the message and exhibits active body state

A

works at listening

36
Q
  1. ____

resists distractions and knows how to concentrate

A

resist distraction

37
Q
  1. _____

uses complex and heavy material as excersize for the mind

A

exercise your mind

38
Q
  1. ____

interprets color words but does not get hung up on them

A

keen an open mind

39
Q
  1. ______

challenges, anticipates, mentally summarizes, weights evidencem and listens between the lines

A

capitalize on the fact that thought is faster than speech

40
Q

refers to statements of fact, opinion, and attitude that are encoded in the form of words, pictures, and numbers in such a way that they convey meaning to a receiver

A

verbal communication

41
Q
  • First, the meaning and credibility of the message are significantly downgraded.
  • Second, the receiver begins to focus on the sender rather than the message, which materially reduces the probability of effective communication.
  • Last, the receiver dismisses the sender and the sender’s organization as being unqualified to perform the role of an effective supplier and partner
A

proper grammar

42
Q

The conscious and unconscious reactions, movements, and utterances that people use in addition to the words and symbols associated with language.

A

nonverbal communication

43
Q

Frowning, pursed lips, and squinted eyes are common in moments of uncertainty, disagreement, and even outright skepticism. Suspicion and anger are typically accompanied by tightness along the jaw line. Smiles are indicative of agreement and interest, whereas biting of one’s lip can signal uncertainty. Raised eyebrows can signify surprise and are often found in moments of consideration and evaluation.

A

facial expressions

44
Q

when eye contact becomes a stare and continues unbroken, either by glances away or blinking, it is typically interpreted as a threat or inference of power. A blank stare or eye contact directed away from the conversation can show disinterest and boredom. Repeated glances made toward one’s watch or possibly an exit door often indicate that the conversation is about to end.

A

eye movement

45
Q

refers to the personal distance that individuals prefer to keep between themselves and other individuals and is an important element of nonverbal communication.
- business is done in the social zone

A

proxemics

46
Q

are groups of related expressions, gestures, and movements.

A

nonverbal clusters

personal selling 4 (1 decks)

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