Professional Selling Final Exam with
verified answers graded A+
Chapter 11: Determining customer needs with a consultative questioning strategy - correct answer ✔✔
Consultative Sales Process and Value - correct answer ✔✔Increased customer satisfaction
- adds value, maximizes satisfaction, sets the stage for a partnership relationship
More sales closed
- helps avoid unnecessary objections from the customer
Fewer order cancellations
- fewer orders cancelled, more profit
Fewer returns
- returns wipe out any profit from the sale
Increased repeat business
- companies don't make a profit on the first sale
Increased referrals
Consultative Sales Process - correct answer ✔✔1) Need Discovery (emphasis on questions)
2) Selection of the solution (pivotal process)
3) Need Satisfaction through informing, persuading, and reminding (emphasis on statements)
4) Servicing the Sale (build repeat business)
Need Discovery - correct answer ✔✔Length of process depends on...
- Sophistication of Product
- Selling Price
- Customer Knowledge
- Product Applications
,- Time Available
Need Discovery Process - correct answer ✔✔The salesperson establishes two way communication by
asking appropriate questions and listening carefully to the customers responses
Ask appropriate questions
- Listen and acknowledge customer response
- Establish buying motive
Need Discovery - Personal Selling - correct answer ✔✔- Use effective questions to gather information
and build a clear, complete, mutual understanding of customer needs.
- Guide the direction of a sales call by striking an appropriate balance between open and closed
questions.
- Use their questioning strategy to facilitate an open exchange of information.
Need Discovery Questions (SPIN) - correct answer ✔✔Situation, Problem, Implication, Need-payoff
Survey:
- Discovers basic facts about the buyer's problem and existing situation
- Example:
"Can you describe the problems you experience traveling to each of the pro golf tournaments?"
Probing:
- Designed to uncover pain and clarify the circumstances and implications surrounding the customer's
problem
- used When you feel the need to obtain more specific information to fully understand the problem
Example: "Are the travel problems affecting your concentration when you are preparing for the event?"
Confirmation:
, - Used throughout the sales process to verify the accuracy and assure a mutual understanding of
information exchanged by the salesperson and the buyer
- used after important information has been exchanged
- Example: "So you think the uncertainty associated with commercial air travel is having some effect on
your game?"
Need Satisfaction:
- Designed to move the sales process toward commitment and action; focuses on the pleasure or payoff
achieved from the proposed solution
- used when you shift the focus from the problem to the discussion of the solution
- Example: "With fractional ownership of your own jet, what personal benefits would this bring to your
performance in the30 tournaments you play each year?"
Need Discovery Questions - correct answer ✔✔- Survey questions reveal customer problems
- Probing questions reveal customer pain.
- Confirmation questions reveal mutual understanding.
- Need-satisfaction questions reveal pleasure
Selection of the Solution - correct answer ✔✔- Match benefits with buying motives
- Configure solution
- Make appropriate recommendation
Transitions: Confirming Questions - correct answer ✔✔???
Chapter 12: Creating value with the consultative presentation - correct answer ✔✔
Need Satisfaction - Informative Presentation - correct answer ✔✔emphasizes factual information often
taken from technical reports, company-prepared sales literature, or written testimonials from persons
who have used the product.
- often used to introduce new products, highly complex products, and services of a technical nature
- "less is more" don't provide too much information
verified answers graded A+
Chapter 11: Determining customer needs with a consultative questioning strategy - correct answer ✔✔
Consultative Sales Process and Value - correct answer ✔✔Increased customer satisfaction
- adds value, maximizes satisfaction, sets the stage for a partnership relationship
More sales closed
- helps avoid unnecessary objections from the customer
Fewer order cancellations
- fewer orders cancelled, more profit
Fewer returns
- returns wipe out any profit from the sale
Increased repeat business
- companies don't make a profit on the first sale
Increased referrals
Consultative Sales Process - correct answer ✔✔1) Need Discovery (emphasis on questions)
2) Selection of the solution (pivotal process)
3) Need Satisfaction through informing, persuading, and reminding (emphasis on statements)
4) Servicing the Sale (build repeat business)
Need Discovery - correct answer ✔✔Length of process depends on...
- Sophistication of Product
- Selling Price
- Customer Knowledge
- Product Applications
,- Time Available
Need Discovery Process - correct answer ✔✔The salesperson establishes two way communication by
asking appropriate questions and listening carefully to the customers responses
Ask appropriate questions
- Listen and acknowledge customer response
- Establish buying motive
Need Discovery - Personal Selling - correct answer ✔✔- Use effective questions to gather information
and build a clear, complete, mutual understanding of customer needs.
- Guide the direction of a sales call by striking an appropriate balance between open and closed
questions.
- Use their questioning strategy to facilitate an open exchange of information.
Need Discovery Questions (SPIN) - correct answer ✔✔Situation, Problem, Implication, Need-payoff
Survey:
- Discovers basic facts about the buyer's problem and existing situation
- Example:
"Can you describe the problems you experience traveling to each of the pro golf tournaments?"
Probing:
- Designed to uncover pain and clarify the circumstances and implications surrounding the customer's
problem
- used When you feel the need to obtain more specific information to fully understand the problem
Example: "Are the travel problems affecting your concentration when you are preparing for the event?"
Confirmation:
, - Used throughout the sales process to verify the accuracy and assure a mutual understanding of
information exchanged by the salesperson and the buyer
- used after important information has been exchanged
- Example: "So you think the uncertainty associated with commercial air travel is having some effect on
your game?"
Need Satisfaction:
- Designed to move the sales process toward commitment and action; focuses on the pleasure or payoff
achieved from the proposed solution
- used when you shift the focus from the problem to the discussion of the solution
- Example: "With fractional ownership of your own jet, what personal benefits would this bring to your
performance in the30 tournaments you play each year?"
Need Discovery Questions - correct answer ✔✔- Survey questions reveal customer problems
- Probing questions reveal customer pain.
- Confirmation questions reveal mutual understanding.
- Need-satisfaction questions reveal pleasure
Selection of the Solution - correct answer ✔✔- Match benefits with buying motives
- Configure solution
- Make appropriate recommendation
Transitions: Confirming Questions - correct answer ✔✔???
Chapter 12: Creating value with the consultative presentation - correct answer ✔✔
Need Satisfaction - Informative Presentation - correct answer ✔✔emphasizes factual information often
taken from technical reports, company-prepared sales literature, or written testimonials from persons
who have used the product.
- often used to introduce new products, highly complex products, and services of a technical nature
- "less is more" don't provide too much information
