Exam 11: Determining Customer Needs With a Consultative Questioning Strategy

Product configuration is the stage of the consultative sales process known as:

The dimensions of need discovery usually begin with:

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?

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

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

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

What is the LEAST likely result of a salesperson who exhibits consultative problem-solving skills?

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?

________ is the process of sending back to the prospect what you as a listener think the person meant.

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?

Customer service provides little opportunity to add value.

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

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

Salespeople should most likely make benefit statements that:

As a general rule,we can close more sales by:

Taking the time to carefully solve the buyer's problem will set the stage for which of the following?

Developing a listening attitude is the starting point of learning to listen.

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?

Active listening involves:

Confirmation questions are most likely intended to reveal: