MAR3400 EXAM 2 STUDY GUIDE UPDATED ACTUAL Questions And Correct
Answers
C
Terms in this set (132)
What is Need Discovery? The process of asking questions to understand a customer's problems, needs, and
goals before presenting a solution.
What is SPIN selling? A questioning framework used in sales conversations to uncover customer needs
and motivate buying decisions.
SPIN stands for: S – Situation
P – Problem
I – Implication
N – Need-payoff
What are Situation Questions? Questions used to gather background information about the customer's current
situation.
Example of situation questions "How are you currently managing inventory?"
What is the purpose of situation questions? Understand context and
Avoid asking too many (customers may get annoyed)
What are Problem Questions? Questions that identify customer difficulties, frustrations, or dissatisfaction.
Example of problem question "Are you having problems keeping inventory accurate?"
Goal of problems questions Reveal pain points
What are Implication Questions? Questions that explore the consequences or seriousness of the customer's
problem.
Example of implication question "If inventory errors continue, how will that affect your delivery times?"
, Why do implication questions matter? Make problems feel larger and more urgent and
Help customers realize the cost of not solving the problem
What are Need-Payoff Questions? Questions that get the customer to explain the benefits of solving their problem.
Example of need payoff question "How would faster delivery improve your customer satisfaction?"
Goal of need payoff question Customer verbalizes the value
Which type of SPIN question helps customers Implication questions.
understand the serious consequences of their problem?
Which SPIN question asks about the customer’s current situation question
situation?
Which SPIN question helps the customer see the value of Need-payoff questions
a solution?
A salesperson asks: "How many employees currently use Situation question.
your software system?"
What type of SPIN question is this?
A salesperson asks:"Does the slow system ever delay Problem question.
your customer service response times?"
"If those delays continue, how might it affect customer Implication question.
satisfaction?"
"If response time improved, how would that help your Need-payoff question.
team?"
What should an effective sales presentation accomplish? A presentation should:
- Explain the product/service
- Show value
- Connect benefits to customer needs
- Persuade the buyer
Steps in an Effective Sales Presentation 1. Opening
2. Need confirmation
3. Product presentation
4. Demonstration
5. Handling questions
6. Trial close
What is a feature? A factual characteristic of a product.
Example: "Battery lasts 10 hours."
Answers
C
Terms in this set (132)
What is Need Discovery? The process of asking questions to understand a customer's problems, needs, and
goals before presenting a solution.
What is SPIN selling? A questioning framework used in sales conversations to uncover customer needs
and motivate buying decisions.
SPIN stands for: S – Situation
P – Problem
I – Implication
N – Need-payoff
What are Situation Questions? Questions used to gather background information about the customer's current
situation.
Example of situation questions "How are you currently managing inventory?"
What is the purpose of situation questions? Understand context and
Avoid asking too many (customers may get annoyed)
What are Problem Questions? Questions that identify customer difficulties, frustrations, or dissatisfaction.
Example of problem question "Are you having problems keeping inventory accurate?"
Goal of problems questions Reveal pain points
What are Implication Questions? Questions that explore the consequences or seriousness of the customer's
problem.
Example of implication question "If inventory errors continue, how will that affect your delivery times?"
, Why do implication questions matter? Make problems feel larger and more urgent and
Help customers realize the cost of not solving the problem
What are Need-Payoff Questions? Questions that get the customer to explain the benefits of solving their problem.
Example of need payoff question "How would faster delivery improve your customer satisfaction?"
Goal of need payoff question Customer verbalizes the value
Which type of SPIN question helps customers Implication questions.
understand the serious consequences of their problem?
Which SPIN question asks about the customer’s current situation question
situation?
Which SPIN question helps the customer see the value of Need-payoff questions
a solution?
A salesperson asks: "How many employees currently use Situation question.
your software system?"
What type of SPIN question is this?
A salesperson asks:"Does the slow system ever delay Problem question.
your customer service response times?"
"If those delays continue, how might it affect customer Implication question.
satisfaction?"
"If response time improved, how would that help your Need-payoff question.
team?"
What should an effective sales presentation accomplish? A presentation should:
- Explain the product/service
- Show value
- Connect benefits to customer needs
- Persuade the buyer
Steps in an Effective Sales Presentation 1. Opening
2. Need confirmation
3. Product presentation
4. Demonstration
5. Handling questions
6. Trial close
What is a feature? A factual characteristic of a product.
Example: "Battery lasts 10 hours."
