Selling Building Partnerships 8Th Edition Chapter 8

Front 1

Reasons why a feature would be important to someone.

Back 1

Advantages

Front 2

Occurs when the salesperson shows all sides of the situation - that is, is totally honest.

Back 2

Balance Presentation

Front 3

How a particular feature will help a particular buyer.

Back 3

Benefit

Front 4

Approach in which the salesperson focuses on the prospect's needs by stating a benefit of the product or service.

Back 4

Benefit Opening

Front 5

Questions that can be answered with a word or short phrase

Back 5

Closed Questions

Front 6

Approach in which the salesperson begins the sales call by complimenting the buyer in some fashion.

Back 6

Compliment Opening

Front 7

The characteristic of being perceived by the buyer as believable and reliable.

Back 7

Credibility

Front 8

A description of the seller and his or her company, offered to buyers to show that the seller can meet their needs.

Back 8

Credibility Statement

Front 9

Statement showing how a product addresses the buyer's specific needs

Back 9

Customer Benefit Proposition

Front 10

When salespeople describe the features, advantages ( why that feature is important), and benefits of their product or service.

Back 10

FAB

Front 11

(1) quality or characteristic of the product or service
(2) Putting a product on sale with a special display and featuring the product in advertising.

Back 11

Feature

Front 12

Talking about lots of features of little interest to the customer and wasting the buyer's time.

Back 12

Feature Dumping

Front 13

A method of describing a product or service where salespeople mention the feature, provide evidence that the feature actually does exist, explain the benefit (why that feature is important to the buyer), and then ask whether the buyer agrees with the value of the feature and benefit.

Back 13

FEBA

Front 14

How one does in on the thing changes a person's perceptions about other things one does.

Back 14

Halo Effect

Front 15

Questions that logically follow one or more problem questions (in spin) designed to help the prospect recognize the true ramifications of the problem

Back 15

Implication Questions

Front 16

Activities in which salespeople engage to affect and manage the buyer's impression of them.

Back 16

Impression Management

Front 17

Approach method in which salespeople simply state their names and the names of their companies.

Back 17

Introduction Opening

Front 18

Sale that involves a long selling cycle, a a large customer commitment, an ongoing relationship, and large risk for the buyer if a bad decision is made.

Back 18

Major Sale

Front 19

Questions that ask about the usefulness of solving the problem.

Back 19

Need Payoff Questions

Front 20

Activity in which the salesperson looks around the prospect's environment for relevant topics to talk about.

Back 20

Office Scanning

Front 21

Questions for which there are no simple yes-no answers.

Back 21

Open Questions

Front 22

A method designed to get the prospect's attention and interest quickly and make a smooth transition into the next part of the presentation. Examples include introduction, product, question, referral, and so on.

Back 22

Opening

Front 23

Questions about specific difficulties, problems, or dissatisfactions that the prospect has.

Back 23

Problem Questions

Front 24

Approach in which the salesperson actually demonstrates the product features and benefits as soon as he or she walks up to the prospect.

Back 24

Product opening

Front 25

Beginning the conversation with a question or stating an interesting fact in the form of a question.

Back 25

Question Opening

Front 26

Close, harmonious relationship founded on mutual trust.

Back 26

Rapport

Front 27

Approach in which the name of a satisfied customer or friend of the prospect is used at the beginning of a sales call.

Back 27

Referral Opening

Front 28

The act of hearing what we want to hear, not necessarily what the other person is saying.

Back 28

Selective Perception

Front 29

General data-gathering questions about background and current facts that are very broad in nature.

Back 29

Situation Questions

Front 30

Talk about current news, hobbies, and the like that usually breaks the nice for the actual presenation.

Back 30

Small Talk

Front 31

Logical sequence of questions in which a prospects needs are identified. The sequence is situation questions, problem questions, implication questions, and need payoff questions.

Back 31

SPIN

Front 32

Questions the salesperson asks to take the pulse of the situation throughout a presentation.

Back 32

Trial Close