Sales Exam 2 UPDATED ACTUAL QUESTIONS AND CORRECT
Answers
Sales process/presentation strategy six steps • Approach
• Need discovery
• Presentation
• Negotiation
• Close
• Servicing the sale
How many hours of prep for a 25-minute sales call? 2-3 hours of prep
what is your goal in the first sales call 1st- establish rapport, obtain permission to proceed with needs ID, obtain
personal/business info for file
what is your goal in the second sales call
2nd- Involve customer in product demo, provide value justification for cost
action objective reduction/increased revenues, compare/contrast features
something you want the customer to do during the sales presentation (provide
specific finance info, schedule visit, agree to trial, place an order, etc.)
two types of prep ahead of a sales call preapproach- prepare presale objectives and develop plan, · strategies to
position yourself with customers and tactics are what you use face-to-face
What kind of groups is team selling ideal for? What
does it help do? approach- good first impression, get attention and transition to need ID
Who is a "silent member" in a sales call? organizations with complex/customized products/services that need direct
communication between customers and technical experts.
Helps make more precise need ID, improved product selection and more
informative presentations
silent- · one who has buying influence but does not attend presentation. Man
behind the curtain, but find a way to reach them
What is so difficult about meeting face-to-face today? · increased time constraints, fierce competition, rising travel costs makes face-
to-face less frequent. Gotta get in, get out and win their business. Tell them how
Three important objectives of the approach/reaching long appointment will last to be mindful of their time
prospects. Why are first two so important?
(rapport-credibility-trust)
T/F: Telesales is scripted like telemarketing 1) build RAPPORT (telephone/social contact)
2) capture full attention (business contact) CREDIBILITY
*THESE TWO determine influence in rest of sales process*
3) transition to next stage (need discovery in sales process, presentation-
negotiation-close in multi-call) TRUST for more
FALSE not scripted
name some of the approach styles o Agenda approach,
product demo approach,
referral approach,
customer benefit approach,
question approach,
survey approach,
premium approach
, Sales call reluctance · anything that limits what salesperson would like to accomplish
common fears with sales people o Fear of taking risks, fear of group presentations, lack of self-confidence, fear
of rejection
strategic selling model components 1) personal selling philosophy
2-5) relationship, product, customer, presentation strategy
three areas of conversation for social contact
here-and-now observations
SPIN model questions compliments
mutual acquaintances/interests
Situation question,
problem question -> (Implied Needs),
Implication question,
Needs-payoff question (explicit needs)- Benefits
examples of servicing the sale · expansion selling,
· make credit arrangements if needed, have some prepared. Get to know their
language and their world
· Be present during delivery, monitor installation and offer training if need be as
well as dealing effectively with complaints
· Can avoid post sale problems with conscientious follow-ups, on
assurances/promises,
· Personal visit might be costly and time-consuming, but it is the best and shows
you mean what you say
·Value reinforcement- getting credit for the value you create for the customer
need-satisfaction model ask appropriate questions listen/acknowledge response
establish buying motive
three parts of need discovery
match benefits with buying motives
selection of solution select solution
make appropriate recommendation
need-satisfaction presentation
select informative presentation
servicing the sale select persuasive presentation
select reminder presentation
follow through on promises
follow up to ensure customer satisfaction
expansion selling
Successful sales call lasts about ??? minutes 30
average ?? questions 13.6
?? product features 7.7
? benefits 6
Answers
Sales process/presentation strategy six steps • Approach
• Need discovery
• Presentation
• Negotiation
• Close
• Servicing the sale
How many hours of prep for a 25-minute sales call? 2-3 hours of prep
what is your goal in the first sales call 1st- establish rapport, obtain permission to proceed with needs ID, obtain
personal/business info for file
what is your goal in the second sales call
2nd- Involve customer in product demo, provide value justification for cost
action objective reduction/increased revenues, compare/contrast features
something you want the customer to do during the sales presentation (provide
specific finance info, schedule visit, agree to trial, place an order, etc.)
two types of prep ahead of a sales call preapproach- prepare presale objectives and develop plan, · strategies to
position yourself with customers and tactics are what you use face-to-face
What kind of groups is team selling ideal for? What
does it help do? approach- good first impression, get attention and transition to need ID
Who is a "silent member" in a sales call? organizations with complex/customized products/services that need direct
communication between customers and technical experts.
Helps make more precise need ID, improved product selection and more
informative presentations
silent- · one who has buying influence but does not attend presentation. Man
behind the curtain, but find a way to reach them
What is so difficult about meeting face-to-face today? · increased time constraints, fierce competition, rising travel costs makes face-
to-face less frequent. Gotta get in, get out and win their business. Tell them how
Three important objectives of the approach/reaching long appointment will last to be mindful of their time
prospects. Why are first two so important?
(rapport-credibility-trust)
T/F: Telesales is scripted like telemarketing 1) build RAPPORT (telephone/social contact)
2) capture full attention (business contact) CREDIBILITY
*THESE TWO determine influence in rest of sales process*
3) transition to next stage (need discovery in sales process, presentation-
negotiation-close in multi-call) TRUST for more
FALSE not scripted
name some of the approach styles o Agenda approach,
product demo approach,
referral approach,
customer benefit approach,
question approach,
survey approach,
premium approach
, Sales call reluctance · anything that limits what salesperson would like to accomplish
common fears with sales people o Fear of taking risks, fear of group presentations, lack of self-confidence, fear
of rejection
strategic selling model components 1) personal selling philosophy
2-5) relationship, product, customer, presentation strategy
three areas of conversation for social contact
here-and-now observations
SPIN model questions compliments
mutual acquaintances/interests
Situation question,
problem question -> (Implied Needs),
Implication question,
Needs-payoff question (explicit needs)- Benefits
examples of servicing the sale · expansion selling,
· make credit arrangements if needed, have some prepared. Get to know their
language and their world
· Be present during delivery, monitor installation and offer training if need be as
well as dealing effectively with complaints
· Can avoid post sale problems with conscientious follow-ups, on
assurances/promises,
· Personal visit might be costly and time-consuming, but it is the best and shows
you mean what you say
·Value reinforcement- getting credit for the value you create for the customer
need-satisfaction model ask appropriate questions listen/acknowledge response
establish buying motive
three parts of need discovery
match benefits with buying motives
selection of solution select solution
make appropriate recommendation
need-satisfaction presentation
select informative presentation
servicing the sale select persuasive presentation
select reminder presentation
follow through on promises
follow up to ensure customer satisfaction
expansion selling
Successful sales call lasts about ??? minutes 30
average ?? questions 13.6
?? product features 7.7
? benefits 6
