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77 Cards in this Set

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Without the aid of references, identify the goal of the need satisfaction selling process.
The goal of the need satisfaction selling process is to make informed, mutually beneficial decisions.
What is the definition of a need according to the Achieve Global Professional Selling Skills course?
A need is a customer's desire to improve or accomplish something.
According to Achieve Global when does a customer have a need?
You can be reasonably sure a customer has a need when he or she uses the language of needs.
What is the language of needs in accordance with Achieve Global Professional Selling Skills course?
The language of needs are words and phrases that express desire.
Why is listening important for the language of needs according to Achieve Global?
If you do not listen, you might make unwarranted assumptions about what a customer is looking for and wast time talking about things he or she isn't interested in.
Identify the four skills in the need satisfaction selling process.
The four skills in the need satisfaction selling process are opening, probing, supporting, and closing.
What is the goal of an opening in accordance with Achieve Global Professional Selling Skills course.
The goal of opening a call is to reach an agreement with the customer on what will be covered or accomplished during the call.
When is is ok to use an opening during a conversation with a customer?
You open the call when you and the customer are ready to conduct busniess.
What are the three components of an opening?
To open a call you propose an agenda, state the value (of the agenda) to the customer, and check for acceptance.
What is the purpose of an agenda in an opening according to Achieve Global?
The agenda sets a clear direction for your conversation and lets you estalish a focus on the customer.
Why is it important to "state the value" in an opening during a conversation with a customer?
This lets the customer know how the meeting will be suseful to him or her and further establishes a focus on the customer.
Indentify why it is important to check for acceptance in an opening?
You'll want to make sure the customer accepts the agenda you've proposed and doesn't have anything to add.

It also gives you the information you need to use your own and the customer's time productively and ensures that you and the customer move forward together.
Without the aid of references, identify in writing why to position an opening in accordance with Achieve Global?
Positioning your opening statement helps you make a smooth transition from small talk to busniess.
What are the two questions sales people should ask themselves when preparing to open a sales call?
What might the customer want to accomplish by meeting with me?

What do I want to accomplish by meeting with this customer?
What is the goal of probing?
The goal of probing is to build a clear, complete, mutual understanding of a customer's needs.
What is the meaning of a clear understanding of a customer's needs?
A clear understanding means that, for each customer need you discuss, you know specifically what the customer wants and why it's important.
What is meant by a complete understanding of a customer's needs?
A complete understanding means that, for the particular buying decision the customer is making, you know all of the customer's needs and the priority of those needs.
A mutual understanding of needs means that...
You and the customer share the same understanding.
What is the importance of a cleare complete mutual understanding of a customer's need?
Having a clear, complete, mutual understanding of your customer's needs will ensure that the recomendations you make to address those needs contribute to the customer's sucess in the most effective way possible.
When should you probe a customer?
You probe when you want to get information from a customer.
How do you probe?
You use open and closed probes to explore the customer's circumstances and needs.
What are considered as customer circumstances in accordance with Achieve Global?
A customer's circumstances include facts, conditions, and evensts in his or her environment, as well as fellings and opinions the customer has about them.
What is the importance of exploring customer circumstances?
Knowing the customers circumstances helps you understand why a customer has a need.
Why is the customer's need behind the need important to a sales person?
The need behind the need is usually the larger goal the customer wants to accomplish.
Why is probing for the need behind the need important?
It helps the salesperson understand why the original need was so important.
Identify the dangers of relying on the use of closed probes.
If you rely too heavily on closed probes, the customer may feel as if he or she is being interrogated and become unwilling to share information.
Identify when to use open probes ,page 34-35, Program Book.
You use open probes when you want to gather information about a customer's circumstances

to uncover needs

to encourage a customer to elaborate on something he or she said.
Identify the three ways to use closed probes.
To obtain specific information about a customer's circumstances or needs.

To confirm your understanding of what a customer has said.

To confirm that a customer has a need.
Identify how to confirm an understanding of what a customer has said in accordance with Achieve Global Professional Selling Skills course, page 36, Program Book. (8411.2.4ff)
You confirm your understanding by summarizing what you've heard and using a closed probe to elicit a "yes" or "no" response from the customer.
Identify in writing the importance of confirming a customers need in accordance with Achieve Global Professional Selling Skills course, page 37, Program Book.
It's important because you want to use the time you spend with customer's addressing needs - things that are important to the customer and that they have a desire to do something about.
Without the aid of references, identify in writing how to confirm a customers need in accordance with Achieve Global Professional Selling Skills course, page 37, Program Book.
To confirm that a customer has a need, use a closed probe that contains the language of needs and elicits a "yes" or "no" response.
Identify in the goal of supporting.
The goal is to help a customer understand the specific ways in which your product or organization can satisfy a need that he or she has expressed.
Identify the writing definition of a feature.
A feature is a characteristic of a product or organization.
Identify in writing the definition of a benefit.
A benefit is what a feature means to a customer.
When do you support?
> You support when:

> the customer has expressed a need.

> you both clearly understand the need.

> you know how your product/organization can address the need.
What are the three components of supporting?
> Acknowledge the need.

> Describe relevant features and benefits.

> Check for acceptance.
Identify in writing the importance for acknowledging a customers need?
> It shows the customer that you understand and respect his or her needs. It also prepares the customer to hear what your product and organization have to offer and encourages him or her to share additional needs.
Identify in writing the importance for describing relevant features and benefits.
> When you support, you want to describe only those features and benefits that address the particular need you're supporting.
why do you check for acceptance when supporting?
> You don't want to move ahead until you know that your explanation was understood and the benefits you described have been accepted.
Identify the two ways for checking for acceptance when supporting?
> You can check for acceptance verbally,

or

> You can check for acceptance by making eye contact with the customer and assessing his or her reaction to the information you've provided, and respond accordingly.
Identify in writing the three questions salespeople should ask themselves before supporting?
> Has the customer actually expressed a need?
and

> Do both the customer and I clearly understand the "what" and "why" of the need?
and

> Do I know how my product and organization can satisfy the need?
What is the goal of closing?
> Your goal in closing is to reach agreement with the customer on the appropriate next steps, if any, for moving a mutually beneficial decision forward.
When do you close on a customer?
> You close when the customer signals a readiness to move ahead.
or

> The customer has accepted the benefits you've described.
Identify the three components of a close?
> Review previously accepted benefits.

> Propose next steps for you and the customer.

> Check for acceptance.
Identify in writing the importance of reviewing previously accepted benefits during a close?
> Reviewing previously accepted benefits reminds the customer of the good things that he or she can look forward to if a purchase is made and lets you convey your confidence in the wisdom of moving ahead.
Iidentify in writing the importance of proposing, "next step(s)" in a close.
> Specifying what you'd like the customer to do next ensures that he or she is clear about the commitment you're asking him or her to make. Saying what you'll do next demonstrates your commitment to working with the customer.
What is the importance of checking for acceptance when closing?
After proposing next steps, you check for acceptance to make sure the customer accepts the plan you've outlined.
what do you do when a customer stalls in response to a close?
When a customer stalls in response to your close, probe to find out why. If the customer is willing to move forward but at a slower pace, try to get the best commitment the customer is willing and able to make that day.
Identify in what to do when a customer gives a final, "no" to a close.
> Thank the customer for taking the time to meet with you. > If appropriate, ask for feedback.

> If you think there's a potential for future business and you want to maintain a presence with the customer, ask permission to stay in touch.
Why do customers become indifferent?
> Customers are indifferent because they're using (and satisfied with) a competitor's product or an internally supplied service.

> They don't realize that it's possible to improve their circumstances.

> They dont see the importance of making an improvement in their current circumstances.
How do you know when you've encountered indifference?
You've encountered indifference when a customer expresses satisfaction with his or her circumstances.
What are the three components of resolving a customers indifference?
> Acknowledge the customer's point of view.

> Request permission to probe.

> Probe to create customer awareness of needs.
Why should you acknowledging the customers indifferent point of view?
Customers who are satisfied with things as they are may fear that you'll try to sell them something they don't need. You can reassure a customer that this is not your intent by conveying that you understand and respect his or her point of view.
How should you request permission to probe an indifferent customer
You request permission to probe by making an opening statement with a limited agenda.
Iidentify the purpose of probing to Create awareness of a customer's needs.
Your purpose in probing is to build the customer's awareness of things that he or she might want to improve or accomplish - and that you can help improve or accomplish.
How do you probe indifferent customers for awareness of needs?
> You explore the customer's circumstances for opportunities and effects, and

> Confirm the existence of a need.
What do you probe for when exploring customer circumstances?
> Specifically, you probe for opportunities.
What is the definition of an opportunity?
An opportunity is the potential for your product or organization to improve or accomplish something.
why do salespeople explore customer circumstances for opportunities?
You gather specific information that would indicate a problem or condition that could be addressed by your product or organization.
You gather specific information that would indicate a problem or condition that could be addressed by your product or organization.
What condition(s) or problem(s) might exist in a customer's circumstances if he or she weren't enjoying this benefit?

> What could I ask to find out if these conditions or problems exist?
Identify how to determine effects in exploring customer circumstances with an indifferent customer.
To determine the effects, you can ask about the customer's feelings or opinions regarding the consequences, impact, results, or lack of results caused by the condition or problem you've identified.
Identify the two ways probing for effects help the salesperson with an indifferent customer.
Probing about effects helps you in two ways. It gives you a sense of the importance of the condition or problem in the customer's eyes. It also heightens the customer's awareness of the consequences of leaving his or her circumstances unchanged.
What are the three types of customer concerns?
> Skepticism

> Misunderstanding

> Drawback
How do you know when are dealing with skepticism?
You've encountered skepticism when a customer expresses doubt that your product or organization will do what you've said it will do.
How do you know when you are dealing wih a misunderstanding?
You've encountered a misunderstanding when a customer thinks you can't provide a particular feature or benefit when, in fact, you can.
How do you know when you are dealing with a drawback?
When a customer has a complete, correct understanding of your product or organization but is dissatisfied with the presence or absence of a feature or benefit, you're dealing with a drawback.
How do you know when to probe to understand a customer concern?
When you're not 100 percent sure of what kind of concern you're dealing with, probe until you are sure. Even when you do know which type of concern you're encountering, it may be important to probe for a fuller understanding of the concern before responding.
What does Skepticism and Musunderstanding have in common?
Skepticism and misunderstandings are similar in one respect; in both cases the customer has a need that can be satisfied by your product or organization.
What are the three steps of stopping skepticism?
> Acknowledge the concern

> Offer relevant proof

> Check for acceptance
Why is it important to acknowled the customer's concern?
In responding to any concern, it's useful to let the customer know that you understand and respect it.
Identify in writing how to offer proof to a skeptical customer
You offer proof by providing evidence that your product or organization does have the feature and/or does provide the benefit you've described.
Identify how to offer proof to a skeptical customer.
You offer proof by providing evidence that your product or organization does have the feature and/or does provide the benefit you've described.
Identify what is considered as relevant proof.
Relevant proof is proof that addresses the specific feature or benefit the customer is skeptical about.
What should you do after offering proof.
After offering proof, it's important to make sure the customer accepts it.
What do you do if a customer rejects your proof?
If the customer rejects your proof, probe to find out why and, if possible, offer a different source of proof. Or ask the customer what kind of evidence would be acceptable.
How do you resolve a misunderstanding?
Confirm the need behind the concern.

> Support the need:
Acknowledge the need.

Describe relevant features and benefits.

Check for acceptance.
How do you get to the need behind the concern when dealing with a misunderstanding?
The first step in addressing a misunderstanding is to turn it around - that is, to get the need behind the concern expressed as a need (something the customer desires) rather than as a problem (something that's wrong with your product or organization).