Exam 11: Determining Customer Needs With a Consultative Questioning Strategy

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. -How is servicing the sale going to be the major way for John Alexander to create value?

Customer service provides little opportunity to add value.

________ questions require a prospect to go beyond a simple yes/no response.

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?

If the customer's problem is not solved by any of the products or services the salesperson sells,then it is most appropriate for the salesperson to:

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 survey question Jeff can ask the merchandising manager?

The dimensions of need discovery usually begin with:

Salespeople should most likely make benefit statements that:

Note taking is necessary in every sales presentation because it demonstrates active listening.

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

Active listening involves:

According to research,engaging in two-way communication and striking a balance between open and closed questions are effective methods for improving sales success.

Questions asked at the beginning of a presentation tend to be more general than are those asked at the end.

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?

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

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

If the customer is aware of the problem and the salesperson sells a product that can solve the problem,the salesperson should:

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. -Why is the ability to track purchases by song mix so important for Ferrante's clients?

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 of the following LEAST likely indicates that John is engaged in actively listening to the sanitation director?

In most cases,firms profit from the first two sales made to customers,and their profits drop significantly on additional sales.