Exam 11: Determining Customer Needs With a Consultative Questioning Strategy

Probing questions help you to uncover and clarify the prospect's buying problem and the circumstances surrounding the problem.

Which term refers to qualifications that must be available or fulfilled before a sale can be closed?

Although it seems counterintuitive,one way to strengthen a customer relationship is to recommend that the customer:

Nordic Fox Heavy Equipment imports heavy machinery used in regions of Europe and North America where heavy snowfall is an issue. This machinery is used by municipalities to clear roads during snowstorms. John Alexander is the senior regional sales manager for New England. John goes into a meeting with the sanitation director of a large city that got slammed by a snowstorm a month previously. During the cleanup, operators of the city's plows destroyed a significant amount of city and personal property, which triggered public inquiry into the competence of the sanitation staff and director -Which part of the need-satisfaction model is John performing when he explains to the sanitation director why the equipment he has selected will fulfill his needs?

Nordic Fox Heavy Equipment imports heavy machinery used in regions of Europe and North America where heavy snowfall is an issue. This machinery is used by municipalities to clear roads during snowstorms. John Alexander is the senior regional sales manager for New England. John goes into a meeting with the sanitation director of a large city that got slammed by a snowstorm a month previously. During the cleanup, operators of the city's plows destroyed a significant amount of city and personal property, which triggered public inquiry into the competence of the sanitation staff and director. -What is John Alexander most likely to discuss with the sanitation director in hopes of closing the sale?

A major reason for using summary-confirmation questions is to clarify and confirm:

The Ferrante Company sells custom music mixes to retail stores for the purpose of creating a specific mood and increasing sales. Ferrante's major innovation is the ability to correlate sales activity, customer movement, and customer behavior to the songs playing in the background. Jeff Baliyut, a sales representative with Ferrante, is meeting with the merchandising director of a major retail chain that sells kitchen accessories and specialty foods. -Which of the following is a probing question Jeff can ask the merchandising manager?

The process of sending back to the prospect what you as a listener think the person meant,both in terms of content and in terms of feelings,is referred to as:

"Would this computer software meet your current business needs?"is an example of a confirmation question.

________ questions are intended to discover basic facts about a prospect's problem and existing situation.

Women's swimwear designer Meli Kinaua'a designs high-end swimsuits. The suits are sexy in style, but fit a wide variety of body shapes and sizes, which is unusual in the high-end market. Sales director Jeannie Park sells the suits to boutiques at exclusive resorts and hotels. These boutiques usually carry other high-end swimsuit lines. -How can Jeannie use a consultative model to sell Meli Kinaua'a swimsuits to boutiques?

The Ferrante Company sells custom music mixes to retail stores for the purpose of creating a specific mood and increasing sales. Ferrante's major innovation is the ability to correlate sales activity, customer movement, and customer behavior to the songs playing in the background. Jeff Baliyut, a sales representative with Ferrante, is meeting with the merchandising director of a major retail chain that sells kitchen accessories and specialty foods. -Which of the following is a need-satisfaction question Jeff can ask the merchandising manager?

A(n)________ presentation is used by salespeople to ensure that current customers maintain an ongoing awareness and familiarity with a product.

Nordic Fox Heavy Equipment imports heavy machinery used in regions of Europe and North America where heavy snowfall is an issue. This machinery is used by municipalities to clear roads during snowstorms. John Alexander is the senior regional sales manager for New England. John goes into a meeting with the sanitation director of a large city that got slammed by a snowstorm a month previously. During the cleanup, operators of the city's plows destroyed a significant amount of city and personal property, which triggered public inquiry into the competence of the sanitation staff and director -Of the following,what is the first thing John should do after hearing about the recent situation?

Through ________,a salesperson establishes two-way communication by asking questions and actively listening to the customer.

The Ferrante Company sells custom music mixes to retail stores for the purpose of creating a specific mood and increasing sales. Ferrante's major innovation is the ability to correlate sales activity, customer movement, and customer behavior to the songs playing in the background. Jeff Baliyut, a sales representative with Ferrante, is meeting with the merchandising director of a major retail chain that sells kitchen accessories and specialty foods. -Which of the following is a confirmation question Jeff can ask the merchandising manager?

Trish asks her customer,"Who do you buy your supplies from now?"Which type of question is this?

List and describe three practices that develop active listening skills.

Salespeople are selling a solution to a customer's problem.

Which type of questions are most likely used in conjunction with company supplied forms and are often used in service,retail,wholesale,and manufacturing selling?