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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
to transition from the approach to identifying the need, one may?
ask permission to ask questions
26
what can suggesting that the client buy from a competitor do?
it may make the relationship stronger because it shows you are looking out for their best interest.
27
missionary salespeople are into what types of presentations?
reminder
28
explain why the client needs to be involved in the demonstration
demonstrations overcome buyer skepticism effectively, adds sensory appeal and desire, stimulates interest and customer attention, feeling of ownership in proof devices
29
what is the best selling tool?
the actual product!
30
what is an internal champion?
somebody within the client's company who helps you sell the product/service by being supportive
31
if a client says take it or leave it, what should you do?
review the benefits of your product and attempt another close
32
when the budget is an issue
unbundle, use client for testimonials, foregoing written proposal, payment plan
33
explain logrolling
offering a completely different product to a client
34
look for one benefit that appeals most to your client and?...
use it in your close
35
assumptive close (take it for granted)
asks for minor decision, assuming the customer has already decided to buy
36
direct close
clear and simple, asks for the order in a straightforward manner
37
summary of benefits (step by step)
concise summary of most important benefits, reemphasize value-added benefits
38
trial close
made at an opportune time to encourage the customer to reveal readiness or unwillingness to buy
39
inducement close (special concession)
offers buyer an extra incentive for acting immediately
40
multiple option close
allows the client to examine several different options (delivery)
41
balance sheet close
appeals to customers who are having difficulty making a decision even though they have plenty of information. (literal T chart)
42
Management close
involves top management for help alongside of the salesperson
43
positive negative close
makes positive use of negative point
44
combination close
combines two or more closing methods
45
Michael LeBoeuf says you often get a yes on?
the fourth or fifth close attempt
46
an emotive buyer needs
support for their opinion, ideas, and social acceptance
47
the directive buyer wants
a direct close, persistence
48
informative presentations is a type of what presentation?
need satisfaction
49
value added salespeople sell?
the product, the company, and themselves
50
the most important issues should be located where?
at the beginning and end of a letter, presentation, etc.
51
location of a presentation can be a big issue, why?
they offer controlled environments, away from distractions
52
presentations should do what?
tell, show, and involve the prospect
53
direct denial of negotiation can be risky, why?
you may offend the client
54
not closing does what?
wastes clients time
55
if a client says "The price is too high"
ask them compared to what
56
what do you say when you encounter a yellow light?
immediately address the issue
57
list and explain the three prescriptions to developing a good presentaiton
time: use it effectively place: free from distractions people: knowledgeable, matching ranks
58
list the four major parts of the consultative sales presentation
need discovery, select solution, need satisfaction through informing persuading or reminding, service the sale
59
explain need discovery
ask appropriate questions, listen and acknowledge customer response, establish buying motive
60
explain "select solution"
match benefits with buying motives, configure solution, make appropriate recommendation
61
explain need satisfaction through information, persuading, and reminding
select the informative, persuasive, and the reminder presentations when appropriate to the situation
62
explain service the sale?
follow through on promises, follow-up to ensure customer satisfaction, expansion selling
63
what are the four types of questions in personal selling
survey, probing, confirmation, need satisfaction
64
what are survey questions
information gathering questions designed to obtain knowledge. not used for factual information one could acquire from other sources
65
what are probing questions
help to uncover and clarify the prospect's buying problem and circumstances. help client and consultant understand why problem is important
66
what are confirmation questions
verify accuracy and assure a mutual understanding of information exchanged
67
what are need satisfaction questions
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
negotiate little and late.. why?
provide a good sales presentation, do a good job selling
69
explain match and lead
match their feelings, then lead them to the desired train of thought
70
what are alternatives to lowering price
logrolling, unbundle, skip written proposal
71
what are the guidelines to increasing the odds that you will close the sale
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
if you own criterion you likely..
own the solution/sale
73
at the end of a sale, good or bad
thank you for their time and ask for referrals
74
the goal of a presentation is to?
enable a decision
75
the salesperson should determine what in regards to the client?
what they want the client to say, do, or think at the end of a meeting
76
use when alongside of an indirect denial?
feel, felt, found
77
what percent of people will buy without being asked?
20%
78
Pavlonian learning model used when?
need to change attitudes, repetition is key, pitch related to needs
79
if a customer says no?...
it doesnt mean no forever
80
if something is negotiated, do what?
get it in writing
81
redirection get to the customer's what?
real concern
82
if the client is wrong
ask a leading question, use feel felt found, direct denial followed by a fact
83
tell someone to buy somewhere else if?
they are in mind, they cost us money, its a tactic to get them to beg for business
84
Cognitive dissonance
AKA buyer remorse
85
emotive people
support feelings
86
once the sale is done, do not...
go back into social
87
full line selling refers to what?
everything a company sells, across the board
88
cross selling refers to what?
complimentary items
89
what percentage of customers are lost because of poor customer service?
50-70%

professional selling (3 decks)

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