FSU MAR 3400 FINAL EXAM QUESTIONS AND ANSWERS
WITH COMPLETE SOLUTIONS VERIFIED LATEST UPDATE
What is selling slow?
taking the time to learn the needs of the customer and learn their pain
What is CRC
Clarify, Respond, Confirm
Clarifying helps to
really hear what the customer is saying
Some clarifying questions are
"tell me more about that" or "why is that an issue for you?"
clarifying is a chance to
uncover new needs or wants
respond is a chance to
respond to objection honestly but with more information
To back up your response, use
evidence (testimonials, whitepapers)
Confirm is when you
make sure you handled the objection
Example confirming questions include
"Did I clarify that for you?" or "Do you have any other questions about that?"
Confirming likely triggers a
,second objection in which you recycle the CRC method
When dealing with objections, the best thing to do is
anticipate them
What is a need objection?
customer feels they do not need your solution or product
what is a product objection?
customers need the product, but they dont want YOUR product (better supplier)
what is a price objection?
"price is too high"
what is a time objection?
customer does not have the time to meet with you
what is a source objection?
customer does not like your company or you (maybe they have met with a rep from your
company in the past)
your response to an objection is dependent on
when you get the objection (beginning of meeting or end)
Objections are good because
it means the customer is considering the product and they are natural
successful people anticipate...
objections and prepare thoughtful responses
successful salespeople forestall...
known concerns by raising them first
successful salespeople relax and...
, listen (do not interrupt and plan to relax)
successful salespeople evaluate....
objections (excuse (smokescreen) vs. unidentified need (real doubt)
always tell the
truth (if you don't know, tell them that you will find an answer).
When clarifying, ask
questions and really listen
When clarifying, make sure there is no underlying/other concern by
paraphrasing
When clarifying, acknowledge that
you understand why they would have that concern
When responding, answer the objection in a way that
puts their concerns at ease and shows that you are trying to create value for them
When confirming, make sure that
they no longer have the concern
what is direct denial?
The salesperson makes a relatively strong statement to indicate the error the prospect
has made
Only use direct denial when faced with
blatant inaccuracy
Direct denial is not used with
opinions
What is indirect denial?
WITH COMPLETE SOLUTIONS VERIFIED LATEST UPDATE
What is selling slow?
taking the time to learn the needs of the customer and learn their pain
What is CRC
Clarify, Respond, Confirm
Clarifying helps to
really hear what the customer is saying
Some clarifying questions are
"tell me more about that" or "why is that an issue for you?"
clarifying is a chance to
uncover new needs or wants
respond is a chance to
respond to objection honestly but with more information
To back up your response, use
evidence (testimonials, whitepapers)
Confirm is when you
make sure you handled the objection
Example confirming questions include
"Did I clarify that for you?" or "Do you have any other questions about that?"
Confirming likely triggers a
,second objection in which you recycle the CRC method
When dealing with objections, the best thing to do is
anticipate them
What is a need objection?
customer feels they do not need your solution or product
what is a product objection?
customers need the product, but they dont want YOUR product (better supplier)
what is a price objection?
"price is too high"
what is a time objection?
customer does not have the time to meet with you
what is a source objection?
customer does not like your company or you (maybe they have met with a rep from your
company in the past)
your response to an objection is dependent on
when you get the objection (beginning of meeting or end)
Objections are good because
it means the customer is considering the product and they are natural
successful people anticipate...
objections and prepare thoughtful responses
successful salespeople forestall...
known concerns by raising them first
successful salespeople relax and...
, listen (do not interrupt and plan to relax)
successful salespeople evaluate....
objections (excuse (smokescreen) vs. unidentified need (real doubt)
always tell the
truth (if you don't know, tell them that you will find an answer).
When clarifying, ask
questions and really listen
When clarifying, make sure there is no underlying/other concern by
paraphrasing
When clarifying, acknowledge that
you understand why they would have that concern
When responding, answer the objection in a way that
puts their concerns at ease and shows that you are trying to create value for them
When confirming, make sure that
they no longer have the concern
what is direct denial?
The salesperson makes a relatively strong statement to indicate the error the prospect
has made
Only use direct denial when faced with
blatant inaccuracy
Direct denial is not used with
opinions
What is indirect denial?
