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professional selling > test 3 > Flashcards

test 3 Flashcards

1
Q

All steps/meetings must have an..

A

end in mind/objective

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2
Q

know the six step presentation plan in the proper order

A

approach, presentation, demonstration, negotiation, close, servicing the sale

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3
Q

purpose of the approach is to…

A

get attention and build interest

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4
Q

The research in the CRM gives one what?

A

information to use in an approach

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5
Q

in england, it is improper to discuss business…

A

after the work day

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6
Q

Japanese dont want to be….

A

on a first name basis unless invited

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7
Q

In italy, one prefers to entertain in…

A

a restaurant as opposed to a home

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8
Q

In latin american countries your business card…

A

should also be in spanish

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9
Q

Agenda approach

A

reviews meeting goals, shows the customer that you value their time

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10
Q

product demonstration

A

give actual product demonstration, use computer or other visual/audio needs to aid

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11
Q

referral approach

A

third party opinion or statement adds credibility, includes name/direct reference to third party

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12
Q

customer benefit

A

immediately point out at least one benefit of you business, present benefits in order of importance

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13
Q

question approach

A

ask direct question, get prospect thinking about your problem your product will solve, listen to response

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14
Q

survey approach

A

prospect completes questionnaire before contact, analyze results to asses needs and benefits, avoid early price discussion

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15
Q

premium approach

A

provide free sample of product or gift such as a hate or shirt

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16
Q

combination approach

A

use multiple approaches, provides flexibility

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17
Q

presentations may be what? (3 types)

A

informative, persuasive, reminder

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18
Q

when should an information presentations

A

used whenever new products or services are introduced

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19
Q

when should persuasive presentations be used

A

whenever a need is identified

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20
Q

when should a reminder presentation be used

A

when working with repeat customers

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21
Q

what significance do gatekeepers provide

A

they allow you access to the decision makers. keep them happy

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22
Q

active listening requires?

A

restating what you heard. “If i understand you correctly….”

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23
Q

confirming questions do what

A

make sure everyone is on the same page

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24
Q

metaphors and testimonials can be more figurative and help?

A

clients visualize themselves using and benefiting from the product

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25
Q

to transition from the approach to identifying the need, one may?

A

ask permission to ask questions

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26
Q

what can suggesting that the client buy from a competitor do?

A

it may make the relationship stronger because it shows you are looking out for their best interest.

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27
Q

missionary salespeople are into what types of presentations?

A

reminder

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28
Q

explain why the client needs to be involved in the demonstration

A

demonstrations overcome buyer skepticism effectively, adds sensory appeal and desire, stimulates interest and customer attention, feeling of ownership in proof devices

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29
Q

what is the best selling tool?

A

the actual product!

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30
Q

what is an internal champion?

A

somebody within the client’s company who helps you sell the product/service by being supportive

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31
Q

if a client says take it or leave it, what should you do?

A

review the benefits of your product and attempt another close

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32
Q

when the budget is an issue

A

unbundle, use client for testimonials, foregoing written proposal, payment plan

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33
Q

explain logrolling

A

offering a completely different product to a client

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34
Q

look for one benefit that appeals most to your client and?…

A

use it in your close

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35
Q

assumptive close (take it for granted)

A

asks for minor decision, assuming the customer has already decided to buy

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36
Q

direct close

A

clear and simple, asks for the order in a straightforward manner

37
Q

summary of benefits (step by step)

A

concise summary of most important benefits, reemphasize value-added benefits

38
Q

trial close

A

made at an opportune time to encourage the customer to reveal readiness or unwillingness to buy

39
Q

inducement close (special concession)

A

offers buyer an extra incentive for acting immediately

40
Q

multiple option close

A

allows the client to examine several different options (delivery)

41
Q

balance sheet close

A

appeals to customers who are having difficulty making a decision even though they have plenty of information. (literal T chart)

42
Q

Management close

A

involves top management for help alongside of the salesperson

43
Q

positive negative close

A

makes positive use of negative point

44
Q

combination close

A

combines two or more closing methods

45
Q

Michael LeBoeuf says you often get a yes on?

A

the fourth or fifth close attempt

46
Q

an emotive buyer needs

A

support for their opinion, ideas, and social acceptance

47
Q

the directive buyer wants

A

a direct close, persistence

48
Q

informative presentations is a type of what presentation?

A

need satisfaction

49
Q

value added salespeople sell?

A

the product, the company, and themselves

50
Q

the most important issues should be located where?

A

at the beginning and end of a letter, presentation, etc.

51
Q

location of a presentation can be a big issue, why?

A

they offer controlled environments, away from distractions

52
Q

presentations should do what?

A

tell, show, and involve the prospect

53
Q

direct denial of negotiation can be risky, why?

A

you may offend the client

54
Q

not closing does what?

A

wastes clients time

55
Q

if a client says “The price is too high”

A

ask them compared to what

56
Q

what do you say when you encounter a yellow light?

A

immediately address the issue

57
Q

list and explain the three prescriptions to developing a good presentaiton

A

time: use it effectively
place: free from distractions
people: knowledgeable, matching ranks

58
Q

list the four major parts of the consultative sales presentation

A

need discovery, select solution, need satisfaction through informing persuading or reminding, service the sale

59
Q

explain need discovery

A

ask appropriate questions, listen and acknowledge customer response, establish buying motive

60
Q

explain “select solution”

A

match benefits with buying motives, configure solution, make appropriate recommendation

61
Q

explain need satisfaction through information, persuading, and reminding

A

select the informative, persuasive, and the reminder presentations when appropriate to the situation

62
Q

explain service the sale?

A

follow through on promises, follow-up to ensure customer satisfaction, expansion selling

63
Q

what are the four types of questions in personal selling

A

survey, probing, confirmation, need satisfaction

64
Q

what are survey questions

A

information gathering questions designed to obtain knowledge. not used for factual information one could acquire from other sources

65
Q

what are probing questions

A

help to uncover and clarify the prospect’s buying problem and circumstances. help client and consultant understand why problem is important

66
Q

what are confirmation questions

A

verify accuracy and assure a mutual understanding of information exchanged

67
Q

what are need satisfaction questions

A

designed to move the sales process toward commitment and action, focus on specific benefits. builds desire for solution and gives ownership of solution to prospect

68
Q

negotiate little and late.. why?

A

provide a good sales presentation, do a good job selling

69
Q

explain match and lead

A

match their feelings, then lead them to the desired train of thought

70
Q

what are alternatives to lowering price

A

logrolling, unbundle, skip written proposal

71
Q

what are the guidelines to increasing the odds that you will close the sale

A

use buyers motives, selling cycles may be long, negotiate tough points early, avoid surprises at the close, be confident, ask for the order more than once, recognize closing clues

72
Q

if you own criterion you likely..

A

own the solution/sale

73
Q

at the end of a sale, good or bad

A

thank you for their time and ask for referrals

74
Q

the goal of a presentation is to?

A

enable a decision

75
Q

the salesperson should determine what in regards to the client?

A

what they want the client to say, do, or think at the end of a meeting

76
Q

use when alongside of an indirect denial?

A

feel, felt, found

77
Q

what percent of people will buy without being asked?

A

20%

78
Q

Pavlonian learning model used when?

A

need to change attitudes, repetition is key, pitch related to needs

79
Q

if a customer says no?…

A

it doesnt mean no forever

80
Q

if something is negotiated, do what?

A

get it in writing

81
Q

redirection get to the customer’s what?

A

real concern

82
Q

if the client is wrong

A

ask a leading question, use feel felt found, direct denial followed by a fact

83
Q

tell someone to buy somewhere else if?

A

they are in mind, they cost us money, its a tactic to get them to beg for business

84
Q

Cognitive dissonance

A

AKA buyer remorse

85
Q

emotive people

A

support feelings

86
Q

once the sale is done, do not…

A

go back into social

87
Q

full line selling refers to what?

A

everything a company sells, across the board

88
Q

cross selling refers to what?

A

complimentary items

89
Q

what percentage of customers are lost because of poor customer service?

A

50-70%

professional selling (3 decks)

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