Exam 11: Determining Customer Needs With a Consultative Questioning Strategy

Paraphrasing the customer's meaning is an attempt to repeat the same words used by the customer.

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

List and describe the four most common types of questions used in the field of personal selling.

Which of the following is an example of a probing question?

Need identification begins during the approach,if the salesperson uses a survey during the initial contact with the customer.

A well-prepared salesperson will not find it necessary to recommend that a prospect purchase a product from another source.

A(n)________ question most likely helps the salesperson discover facts about the buyer's existing situation and is often the first step in the partnership-building process.

Tom Reilly,author of Value-Added Selling,says,"Value-added salespeople sell three things: the product,the company,and themselves."

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. -Based on what John learns during the discussion,John realizes that the director has some unique equipment needs that may involve developing a custom machine.John will most likely need to:

A sales presentation that emphasizes factual information often taken from technical reports,company-prepared sales literature,or written testimonials from persons who have used the product is known as a(n)________ presentation.

The question,"Do you use spreadsheet software?" is an example of a probing question.

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. -Which of the following is a survey question Jeannie could ask a boutique buyer?

A major reason for asking survey questions is to:

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

Need-satisfaction questions are designed to focus on:

Which of the following most likely occurs during the need discovery stage of the consultative sales process?

A salesperson who represents a company with many products will most likely need to:

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:

Action Selling claims that there is a higher rate of successfully closing a sale when a salesperson can:

According to the research of Neil Rackham,which stage of the sales process has the most impact on a buyer's decision to purchase a product?