IDIS 330 FINAL EXAM QUESTIONS
WITH COMPLETE SOLUTIONS16
2 types of benefit - ANSWERS-product benefit
customer benefit
product benefit - ANSWERS-describes, in general, the benefit of using the product. a customer
benefit
customer benefit - ANSWERS-describes more specifically the benefit to a specific client or
perspective
claim - ANSWERS-an opinion that may or may not be true; requires proof
fact - ANSWERS-a statement generally accepted as true; provides proof
REASONS YOUR CUSTOMERS AND PROSPECTS SHOULD DO BUSINESS WITH YOU (RATHER THAN
YOUR COMPETITION): - ANSWERS-
55% - ANSWERS-body/nonverbal
38% - ANSWERS-how you say it
7% - ANSWERS-what you say
,Objection: - ANSWERS-A question or concern expressed by a potential buyer that a salesperson
needs to address.
Are objections always real? - ANSWERS-No
If a potential buyer expresses an objection that is not real—it is a smokescreen—and a
salesperson treats it as if it is real, what happens to the objection? - ANSWERS-It becomes real
and an obstacle for the salesperson to deal with.
If a potential buyer expresses an objection in a negative way, before responding to the
objection, - ANSWERS-a salesperson should deal with the potential buyer's negative emotion.
A cushion is always in the form of a - ANSWERS-statement
CUSHIONS TO AVOID: - ANSWERS-1. I'm glad you...
2. Yes, but
3. I understand how you feel
CUSHIONS TO USE: - ANSWERS-1. That's a reasonable question
2. I would expect you to ask that
3. That's a tough question
4. I didn't expect you to ask that
5. Some of our best customers had that same question initially
6. Price or delivery: "that depends on several factors "
7. Let's talk about that
ask a question for - ANSWERS-clarification
, to satisfy the question must include a - ANSWERS-fact and benefit
come back and ask another question for - ANSWERS-confirmation
TRIAL CLOSE: - ANSWERS-Asks for an opinion
Trial Close EXAMPLES: - ANSWERS-1. How does this sound.
2. Will this work for you?
3. Is this what you are looking for?
4. Is there anything that we have overlooked?
5. Is there anything you would change about what I have proposed?
When do you use a trial close? - ANSWERS-Just prior to asking for the client's business to be
sure that the client is in agreement with what has been proposed
How do you know when a trial close works? - ANSWERS-If it helps us to understand what the
client is thinking relative to what has been proposed
CLOSE: - ANSWERS-Asks for a decision
CLOSE EXAMPLES: - ANSWERS-EXAMPLES:
1. Can we do business?
2. Should we schedule the first delivery for Monday?
3. You're your approval we will get started?
4. I will have our technical specialists here on Thursday, as we discussed.
5. I recommend that we get started?
WITH COMPLETE SOLUTIONS16
2 types of benefit - ANSWERS-product benefit
customer benefit
product benefit - ANSWERS-describes, in general, the benefit of using the product. a customer
benefit
customer benefit - ANSWERS-describes more specifically the benefit to a specific client or
perspective
claim - ANSWERS-an opinion that may or may not be true; requires proof
fact - ANSWERS-a statement generally accepted as true; provides proof
REASONS YOUR CUSTOMERS AND PROSPECTS SHOULD DO BUSINESS WITH YOU (RATHER THAN
YOUR COMPETITION): - ANSWERS-
55% - ANSWERS-body/nonverbal
38% - ANSWERS-how you say it
7% - ANSWERS-what you say
,Objection: - ANSWERS-A question or concern expressed by a potential buyer that a salesperson
needs to address.
Are objections always real? - ANSWERS-No
If a potential buyer expresses an objection that is not real—it is a smokescreen—and a
salesperson treats it as if it is real, what happens to the objection? - ANSWERS-It becomes real
and an obstacle for the salesperson to deal with.
If a potential buyer expresses an objection in a negative way, before responding to the
objection, - ANSWERS-a salesperson should deal with the potential buyer's negative emotion.
A cushion is always in the form of a - ANSWERS-statement
CUSHIONS TO AVOID: - ANSWERS-1. I'm glad you...
2. Yes, but
3. I understand how you feel
CUSHIONS TO USE: - ANSWERS-1. That's a reasonable question
2. I would expect you to ask that
3. That's a tough question
4. I didn't expect you to ask that
5. Some of our best customers had that same question initially
6. Price or delivery: "that depends on several factors "
7. Let's talk about that
ask a question for - ANSWERS-clarification
, to satisfy the question must include a - ANSWERS-fact and benefit
come back and ask another question for - ANSWERS-confirmation
TRIAL CLOSE: - ANSWERS-Asks for an opinion
Trial Close EXAMPLES: - ANSWERS-1. How does this sound.
2. Will this work for you?
3. Is this what you are looking for?
4. Is there anything that we have overlooked?
5. Is there anything you would change about what I have proposed?
When do you use a trial close? - ANSWERS-Just prior to asking for the client's business to be
sure that the client is in agreement with what has been proposed
How do you know when a trial close works? - ANSWERS-If it helps us to understand what the
client is thinking relative to what has been proposed
CLOSE: - ANSWERS-Asks for a decision
CLOSE EXAMPLES: - ANSWERS-EXAMPLES:
1. Can we do business?
2. Should we schedule the first delivery for Monday?
3. You're your approval we will get started?
4. I will have our technical specialists here on Thursday, as we discussed.
5. I recommend that we get started?
