Quiz 2

Question 1

What are the 6 types of questions? (give three)?

Answer 1

Probing
assumption
linked statements
confirmation
implication
TNT (Then, Now, Tomorrow)

Question 2

When is the best time to introduce the customer experience worksheet?

Answer 2

some point after the permission question, early in the interaction.

Question 3

What is the difference between open and closed questions?

Answer 3

Open Ended question: A question more likely to have a longer answer, encouraging customer to put thought and give information
Close ended: Usually very short answers

Question 4

What is QAS?

Answer 4

Question
Answer
Support

Question 5

How do you establish trust?

Answer 5

WMD
Listening
Empathy

Question 6

What are the two main reasons customers choose to buy?

Answer 6

Trust and Value

Question 7

Why is it important to summarize and gain agreement?

Answer 7

Shows the customer that you listened and understand their needs.

Question 8

How is value established?

Answer 8

By matching the products benefits to the customers wants, needs and desires.

Question 9

Must ask question (from asking questions to understand)

Answer 9

What will the perfect __ do for you?

Question 10

What is the difference between price and value?

Answer 10

Price is just a number.

Value is the worth the customer perceives in the product.

Question 11

What are the two must do behaviors from asking questions to understand?

Answer 11

Find out the customer’s wants, needs and desires.

Summarize the customers wants, needs and desires.