Customer Oriented Selling Quiz
26 Questions
0 Views

Choose a study mode

Play Quiz
Study Flashcards
Spaced Repetition
Chat to lesson

Podcast

Play an AI-generated podcast conversation about this lesson

Questions and Answers

What is the purpose of the concession close in a sales process?

  • To convince the buyer of product quality
  • To offer a stronger product guarantee
  • To provide a discount to encourage purchase (correct)
  • To present different product options

    • Which closing technique involves presenting choices to the buyer?

  • The concession close
  • The objection close
  • Action agreement
  • The alternative close (correct)

    • What is an essential benefit of following up with customers after a sale?

  • It serves solely as a reminder for payment
  • It reassures the customer about their purchase (correct)
  • It reduces the amount of customer service needed
  • It allows for upselling additional products immediately

    • What is a key characteristic a customer desires in a salesperson?

    <p>Total product knowledge</p> Signup and view all the answers

    Which of the following techniques is NOT a recognized closing technique?

    <p>The linear close</p> Signup and view all the answers

    What is the main purpose of need and problem identification in personal selling?

    <p>To assess and address the buyer’s needs</p> Signup and view all the answers

    Which characteristic is NOT desired by buyers in a salesperson?

    <p>Ability to make difficult decisions for the customer</p> Signup and view all the answers

    What is the benefit of utilizing trial orders in the presentation and demonstration stage?

    <p>It reduces the buyer's perception of risk</p> Signup and view all the answers

    What approach should a salesperson take when handling objections?

    <p>Rehearse potential objections with colleagues beforehand</p> Signup and view all the answers

    Which strategy should be used when negotiating with clients?

    <p>Start high but be realistic</p> Signup and view all the answers

    What method is recommended for effectively closing a sale?

    <p>Ask for the order directly</p> Signup and view all the answers

    How should a salesperson handle the demonstration of a product?

    <p>Keep it brief and simple to avoid confusion</p> Signup and view all the answers

    What is a key skill in the negotiation process?

    <p>Testing understanding and summarizing</p> Signup and view all the answers

    What are two benefits of following up with customers after a sale?

    <p>Following up reassures the customer about their purchase and increases the chance of making additional sales.</p> Signup and view all the answers

    Describe the concession close and its purpose in sales.

    <p>The concession close involves offering an additional benefit, such as a discount, to encourage a purchase. Its purpose is to overcome resistance and finalize the sale.</p> Signup and view all the answers

    Explain why understanding buyer needs is crucial for sales success.

    <p>Understanding buyer needs is crucial because it allows the salesperson to tailor the presentation and product benefits directly to the customer's desires. This alignment increases the likelihood of a sale.</p> Signup and view all the answers

    What are two characteristics that make a sales presentation effective?

    <p>An effective sales presentation is engaging and clearly addresses the customer's needs. It also showcases the product's benefits effectively.</p> Signup and view all the answers

    What is the objection close and when would a salesperson use it?

    <p>The objection close asks if the customer would buy if their concerns are addressed, prompting them to affirm their interest. Salespeople use it when faced with unresolved objections.</p> Signup and view all the answers

    What are the key components of the personal selling process?

    <p>The key components are opening, need and problem identification, presentation and demonstration, dealing with objections, negotiation, closing the sale, and follow up.</p> Signup and view all the answers

    How does effective need and problem identification benefit a salesperson?

    <p>It helps the salesperson understand the customer's specific requirements and tailor their presentation accordingly.</p> Signup and view all the answers

    What tactics can a salesperson use to reduce perceived risks during a demonstration?

    <p>Salespeople can reduce risks by offering guarantees and trial orders to customers.</p> Signup and view all the answers

    Why is it important for a salesperson to actively listen when addressing objections?

    <p>Active listening allows the salesperson to understand the customer's concerns and respond appropriately.</p> Signup and view all the answers

    What is the role of asking questions during negotiations in sales?

    <p>Asking questions clarifies needs, confirms understanding, and helps navigate through the negotiation process.</p> Signup and view all the answers

    What should a salesperson focus on when closing a sale?

    <p>A salesperson should focus on directly asking for the order, employing confidence and clarity.</p> Signup and view all the answers

    How can salespeople demonstrate expertise in their products?

    <p>Salespeople can demonstrate expertise by clearly explaining product benefits and addressing customer concerns.</p> Signup and view all the answers

    What benefits do thoroughness and reliability provide in the sales process?

    <p>Thoroughness fosters trust and confidence in the salesperson, while reliability ensures fast delivery of orders.</p> Signup and view all the answers

    Study Notes

    Customer Oriented Selling

    • Focuses on helping customers make satisfactory purchase decisions
    • Emphasizes understanding customer needs and offering appropriate solutions
    • Involves accurate product descriptions and avoiding deceptive practices

    Characteristics Desired by Buyers

    • Expertise in the company's products and the market
    • Ability to solve problems and address customer needs
    • Thoroughness in providing information
    • Strong communication skills
    • Reliability in order delivery

    Personal Selling Process

    • Opening: Establishing rapport and understanding customer needs
    • Need and Problem Identification: Analyzing customer needs and identifying potential issues
    • Presentation and Demonstration: showcasing product features and benefits to address customer needs
    • Dealing with Objections: effectively addressing customer concerns and resistance
    • Negotiation: reaching an agreement on price, terms, and conditions
    • Closing the Sale: securing the customer's commitment to make a purchase
    • Follow Up: reinforcing customer satisfaction and building long-term relationships

    Need and Problem Identification

    • Needs Analysis: Understanding the customer's existing situation, challenges, and goals
    • Question and Listen Approach: Utilizing open-ended questions to gather information and uncover customer needs
    • Closed vs. Open Questions: using appropriate question types to guide the conversation and elicit specific information

    Presentation and Demonstration

    • Reference: Using credible sources and evidence to support product claims
    • Selling Demonstrations: Showing the product in action to highlight its features and benefits
    • Reducing Risks: Offering guarantees, trial orders, or other assurances to build customer confidence

    Demonstration

    • Keep the process simple and brief
    • Rehearse the demonstration to ensure a smooth experience
    • Highlight the product's key selling points
    • Be prepared to address potential objections

    Objections

    • Customer concerns or reservations that may hinder the sales process
    • Can arise from concerns about price, features, quality, or other factors.

    Negotiations

    • Start High but Be Realistic: Setting initial expectations while remaining open to reasonable compromises
    • Trade Concessions: Offering something in return for the customer's cooperation
    • Implement Behavioral Skills:
      • Ask questions to understand the customer's perspective
      • Maintain clarity through summarizing and testing understanding
      • Acknowledge and address customer emotions
      • Avoid immediate counter-proposals
      • Stay calm and professional throughout the process

    Closing the Sale

    • Direct Approach: Simply asking the customer to make a purchase
    • Summarize and Ask: Reviewing key benefits and then requesting the order
    • Concession Close: Offering a discount or incentive to close the deal
    • Alternative Close: Presenting options to encourage a decision
    • Objection Close: Addressing any remaining concerns and then asking for the order
    • Action Agreement: Confirming next steps and agreeing on the timeline
    • Follow Up: Maintaining contact with the customer to ensure satisfaction and build loyalty
    • Technology: Utilizing technology to make follow-up communication efficient and convenient
    • Reassurance: Reinforcing customer confidence in the product

    Follow Up

    • Increase the chances of repeat sales and encourage customer loyalty.

    Customer Oriented Selling

    • Customer-oriented selling prioritizes customer satisfaction, including helping them make informed purchase decisions.
    • It involves accurately assessing customer needs, offering products that meet those needs, and providing honest product descriptions.
    • It avoids deceptive or manipulative practices.

    Selling Characteristics Preferred by Buyers

    • Expertise in Products and Market: Buyers value salespeople with in-depth knowledge of their company's products and the market.
    • Problem Solving Skills: The ability to identify and address customer challenges is highly valued.
    • Understanding and Satisfying Needs: Effective salespeople understand customer needs and provide solutions that satisfy those needs.
    • Thoroughness: Buyers appreciate salespeople who are thorough in their approach, ensuring all details are considered.
    • Reliable and Fast Delivery: Buyers prefer salespeople who can guarantee reliable and timely delivery of orders.

    Personal Selling Process

    • Opening: The initial interaction where a connection is established with the customer.
    • Need and Problem Identification: Salespeople identify customer needs and challenges that their products can address.
    • Presentation and Demonstration: Effective demonstrations showcase product features and benefits, reducing buyer risk.
    • Negotiation: Both parties discuss terms and conditions of the sale to reach an agreement.
    • Closing the Sale: The salesperson secures a commitment from the customer to make a purchase.
    • Follow Up: Ongoing communication after the sale to ensure customer satisfaction and build relationships.

    Need and Problem Identification Strategies

    • Need Analysis: Thorough examination of the customer's overall needs and challenges.
    • Questioning and Listening: Utilizing open and closed questions to gather information and understand the customer's perspective.

    Presentation and Demonstration Techniques

    • Reference Selling: Utilizing testimonials from satisfied customers or industry experts to build credibility.
    • Demonstration: Providing hands-on experience with the product to showcase its features and benefits.
    • Guarantees: Offering assurances of product quality and satisfaction to reduce buyer risk.
    • Trial Order: Providing a limited-time trial period for customers to experience the product before making a full commitment.

    Objection Handling

    • Anticipate and Prepare: Foresee potential objections and develop responses beforehand.
    • Acknowledge and Clarify: Carefully listen to objections and seek clarification to understand the customer's concerns.
    • Address Objections Directly: Provide factual information, address concerns, and offer solutions to overcome objections.
    • Turn Objections into Opportunities: Use objections to uncover additional customer needs and demonstrate value.

    Negotiation Skills

    • Realistic Expectations: Start with a reasonable and achievable price point.
    • Concession Strategy: Offer concessions in exchange for customer commitments.
    • Effective Communication Techniques: Ask open-ended questions, actively listen, and summarize understanding to ensure clarity.
    • Emotional Intelligence: Be aware of both your own emotions and those of the customer, demonstrating empathy.
    • Avoid Counter-Proposing: Instead of immediately countering offers, seek to understand and address the customer's concerns first.
    • Stay Calm and Professional: Maintain composure throughout the process and use language that avoids creating tension.

    Closing Techniques

    • Direct Approach: Simply ask for the order by explicitly requesting a purchase.
    • Summary Close: Reiterate key selling points and then ask for the order.
    • Concession Close: Offer a small incentive to close the deal, such as a discount.
    • Alternative Close: Present two options to the customer to encourage a decision
    • Objection Close: Acknowledge remaining concerns and offer solutions to address those objections.
    • Action Agreement: Confirm next steps with the customer to facilitate the purchase process.

    Follow-up Practices

    • Maintain Communication: Regularly communicate with customers after the sale by phone, email, or social media.
    • Address Concerns Promptly: Respond to customer inquiries and resolve any issues quickly and professionally.
    • Offer Additional Support: Provide ongoing assistance with product use or installation, if needed.
    • Encourage Repeat Business: Build strong relationships with customers to encourage future purchases.

    Studying That Suits You

    Use AI to generate personalized quizzes and flashcards to suit your learning preferences.

    Quiz Team

    Related Documents

    Lecture 04: Personal Selling Skills PDF

    Description

    Test your knowledge on the principles of customer-oriented selling. This quiz covers essential characteristics desired by buyers and the personal selling process, including how to effectively engage with customers. Gain insights into best practices for understanding customer needs and making satisfactory purchase decisions.

    More Like This

    Use Quizgecko on...
    Browser
    Open
    Browser
    Browser