Chp 4 personal selling

Trust based sales communication

is allowing buyers and sellers to develop a understanding of the need situation an work together

probing questions

elicits details for use in needs and solution identification

evaluative questions

is the use of open an closed questions to confirm attitudes an opinions

tactical questions

are use to shift or redirect when a conversation is off course

reactive questions

is asking questions using the information provided by the other party

Spin

is a questioning system used to

1 uncover a buyers situation 2 enhance the buyers understanding 3 lead to solution

situation questions

are questions that uses data an facts in order to understand the buyers needs an expectations

problem questions

are questions used to probe further into the buyers needs

implication questions

are questions regarding information from problem questions

Adapt

is a logic based sequence of questions designed to assess a buyers situation

six facets of effective listening

1 pay attention 2 monitoring nonverbals 3 paraphrasing an repeating 4 make no assumption 5 encourage buyers to talk 6 visualize

social listening

is informal listening

serious listening

is listening associated with events of importance

SIER

is a model that depicts active listening through four steps 1 sensing , 2 interpreting 3 evaluating and responding

verbal information

is opinions in the form of words

proxemics

is the distance that individuals prefer to keep between themselves and other individuals

assessment questions

are questions that address the buyer’s goals

discovery questions

probe for further details needed to clarify, the nature of the buyer’s condition

activation questions

activates the customer’s interest in solving discovered problems

projection questions

are what if questions used to help the buyer evaluate the consequences of an action

transition questions

are questions used to transfer the attention of the buyer from the problem to potential solutions

dichotomous questions

ask the customer to choose from two or more options.

Closed end questions

are questions that limits the buyers response to one or two words.

open end questions

are questions designed to let the buyer respond freely