Exam 11: Determining Customer Needs With a Consultative Questioning Strategy

A presentation strategy that maintains an ongoing awareness and familiarity with product lines,often after the sale,is the:

Reminder presentations are often performed by:

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:

Sometimes used in conjunction with company supplied forms,these types of questions are often used in service,retail,wholesale,and manufacturing selling:

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

If a customer becomes used to the high quality of service and begins to view the service as a commodity,a salesperson should:

In a situation in which the customer may not be fully aware of a problem,the salesperson will need to:

Words or phrases that suggest pictorial relationships between objects and ideas are called:

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,and tap into the luxury market.Sales director Jeannie Park sells the suits into boutiques at exclusive resorts and hotels.These boutiques usually already 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 that need to create a specific mood and increase sales with music.Ferrante's major innovation is the ability to track sales activity by song but also by mix of songs to track what songs led to a purchase.They can also track the movement and activities of customers within the store when customers use shopping carts or baskets equipped with special sensors and associate customer movement and behavior with the songs playing. Jeff Baliyut,a sales representative with Ferrante,is meeting with the merchandising director of a major retail chain selling mid-market kitchen accessories and specialty foods. -Which of the following is a probing question Jeff can ask the merchandising manager?

Yvette has been told by her sales manager that she should use more "figurative language" during her sales presentations.Yvette should increase her use of:

Consultative selling focuses on identification of the customer's problem and finding a solution.

Which of the following can be an area of negotiation before the close?

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

________ ________ is the author of the book entitled Spin Selling.

The Ferrante Company sells custom music mixes to retail stores that need to create a specific mood and increase sales with music.Ferrante's major innovation is the ability to track sales activity by song but also by mix of songs to track what songs led to a purchase.They can also track the movement and activities of customers within the store when customers use shopping carts or baskets equipped with special sensors and associate customer movement and behavior with the songs playing. Jeff Baliyut,a sales representative with Ferrante,is meeting with the merchandising director of a major retail chain selling mid-market kitchen accessories and specialty foods. -Which of the following is a survey question Jeff can ask the merchandising manager?

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

The connectors between your messages and the internal emotions of the prospect are called:

The Ferrante Company sells custom music mixes to retail stores that need to create a specific mood and increase sales with music.Ferrante's major innovation is the ability to track sales activity by song but also by mix of songs to track what songs led to a purchase.They can also track the movement and activities of customers within the store when customers use shopping carts or baskets equipped with special sensors and associate customer movement and behavior with the songs playing. Jeff Baliyut,a sales representative with Ferrante,is meeting with the merchandising director of a major retail chain selling mid-market kitchen accessories and specialty foods. -Why is the ability to track purchases by song mix so important for Ferrante's clients?

The dimensions of need discovery usually begin with: