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 probing question Jeff can ask the merchandising manager?

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

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

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?

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?

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.

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:

Customer service provides little opportunity to add value.

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

A major reason for asking survey questions is to:

Active listening involves:

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?

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?

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

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

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?

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

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 probing question Jeannie could ask a boutique buyer?