GSU MK 4330 - EXAM #2 QUESTIONS AND ANSWERS
100% SOLVED
Trust-based sales communication - ANSWER talking WITH rather than AT the customer.
A collaborative and two-way form of communication that allows buyers and sellers to
develop a better understanding of the need situation and work together to co-create the
best response for resolving the customer's needs
open-ended questions - ANSWER questions designed to let the customer respond freely;
the customer is not limited to one or two-word answers but is encouraged to disclose
personal and/or business information
Closed-end questions - ANSWER Questions designed to limit the customer's responses
to one or two words.
dichotomous questions - ANSWER a directive form of questioning; these questions ask
the customer to choose from two or more options. Not Open-ended
probing questions - ANSWER questions designed to penetrate below generalized or
superficial information to elicit more articulate and precise details for use in needs
discovery and solution identification
evaluative questions - ANSWER Questions that use the open-and closed-end question
formats to gain confirmation and to uncover attitudes, opinions, and preferences the
,prospect holds.
tactical questions - ANSWER Questions used to shift or redirect the topic of discussion
when the discussion gets off course or when a line of questioning proves to be of little
interest or value.
reactive questions - ANSWER questions that refer to or directly result from information
the other party previously provided
SPIN - ANSWER A questioning system that sequences four types of questions designed
to uncover a buyer's current situation and inherent problems, enhance the buyer's
understanding of the consequences and implications of those problems, and lead to the
proposed solution.
situation questions - ANSWER One of the four types of questions in the SPIN
questioning system used early in the sales call that provides salespeople with leads to
develop the buyer's needs and expectations fully.
problem questions - ANSWER One of the four types of questions in the SPIN questioning
system that follows the more general situation questions to further probe for specific
difficulties, developing problems, and areas of dissatisfaction that might be positively
addressed by the salesperson's proposed sales offering.
implication questions - ANSWER One of the four types of questions in the SPIN
questioning system that follows and relates to the information flowing from problem
, questions; they are used to assist the buyer in thinking about the potential consequences
of the problem and understanding the urgency of resolving the problem in a way that
motivates him or her to seek a solution.
need-payoff questions - ANSWER One of the four types of questions in the SPIN
questioning system that is based on the implications of a problem; they are used to
propose a solution and develop commitment from the buyer.
ADAPT - ANSWER a questioning system that uses logic-based funneling sequence of
questions, beginning with broad and generalized inquiries designed to identify and
assess the buyer's situation
Assessment questions - ANSWER One of the five stages of questions in the ADAPT
questioning system that do not seek conclusions but rather should address the buyer's
company and operations, goals and objectives, market trends and customers, current
suppliers, and even the buyer as an individual. Should be broad, open-ended, and
non-threatening
Discovery Questions - ANSWER One of the five stages of questions in the ADAPT
questioning system that follows up on the assessment questions; should drill down and
probe for further details needed to develop, clarify, and understand the nature of the
buyer's problems fully. Should be open-ended. Seeks to uncover problems. Can be more
than 1 question
Activation Questions - ANSWER One of the five stages of questions in the ADAPT
questioning system used to "activate" the customer's interest in solving discovered
100% SOLVED
Trust-based sales communication - ANSWER talking WITH rather than AT the customer.
A collaborative and two-way form of communication that allows buyers and sellers to
develop a better understanding of the need situation and work together to co-create the
best response for resolving the customer's needs
open-ended questions - ANSWER questions designed to let the customer respond freely;
the customer is not limited to one or two-word answers but is encouraged to disclose
personal and/or business information
Closed-end questions - ANSWER Questions designed to limit the customer's responses
to one or two words.
dichotomous questions - ANSWER a directive form of questioning; these questions ask
the customer to choose from two or more options. Not Open-ended
probing questions - ANSWER questions designed to penetrate below generalized or
superficial information to elicit more articulate and precise details for use in needs
discovery and solution identification
evaluative questions - ANSWER Questions that use the open-and closed-end question
formats to gain confirmation and to uncover attitudes, opinions, and preferences the
,prospect holds.
tactical questions - ANSWER Questions used to shift or redirect the topic of discussion
when the discussion gets off course or when a line of questioning proves to be of little
interest or value.
reactive questions - ANSWER questions that refer to or directly result from information
the other party previously provided
SPIN - ANSWER A questioning system that sequences four types of questions designed
to uncover a buyer's current situation and inherent problems, enhance the buyer's
understanding of the consequences and implications of those problems, and lead to the
proposed solution.
situation questions - ANSWER One of the four types of questions in the SPIN
questioning system used early in the sales call that provides salespeople with leads to
develop the buyer's needs and expectations fully.
problem questions - ANSWER One of the four types of questions in the SPIN questioning
system that follows the more general situation questions to further probe for specific
difficulties, developing problems, and areas of dissatisfaction that might be positively
addressed by the salesperson's proposed sales offering.
implication questions - ANSWER One of the four types of questions in the SPIN
questioning system that follows and relates to the information flowing from problem
, questions; they are used to assist the buyer in thinking about the potential consequences
of the problem and understanding the urgency of resolving the problem in a way that
motivates him or her to seek a solution.
need-payoff questions - ANSWER One of the four types of questions in the SPIN
questioning system that is based on the implications of a problem; they are used to
propose a solution and develop commitment from the buyer.
ADAPT - ANSWER a questioning system that uses logic-based funneling sequence of
questions, beginning with broad and generalized inquiries designed to identify and
assess the buyer's situation
Assessment questions - ANSWER One of the five stages of questions in the ADAPT
questioning system that do not seek conclusions but rather should address the buyer's
company and operations, goals and objectives, market trends and customers, current
suppliers, and even the buyer as an individual. Should be broad, open-ended, and
non-threatening
Discovery Questions - ANSWER One of the five stages of questions in the ADAPT
questioning system that follows up on the assessment questions; should drill down and
probe for further details needed to develop, clarify, and understand the nature of the
buyer's problems fully. Should be open-ended. Seeks to uncover problems. Can be more
than 1 question
Activation Questions - ANSWER One of the five stages of questions in the ADAPT
questioning system used to "activate" the customer's interest in solving discovered
