Exam 11: Determining Customer Needs With a Consultative Questioning Strategy

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?

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

Which type of question is best for clarifying and gaining commitment on several buying conditions?

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.

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. -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?

Salespeople should most likely make benefit statements that:

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?

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

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

Need-satisfaction questions are designed to focus on:

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

Which stage of the consultative sales process most likely increases a salesperson's opportunities to build repeat business?

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:

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

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 confirmation question Jeannie could ask a boutique buyer?

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

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

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

________ questions help us to determine if there is mutual understanding of the problems and circumstances the customer is experiencing.