Topic 4: Communication Skills

Question 1

trust based sales communication

Answer 1

a collaborative and two-way form of communication

Question 2

strategic questioning

Answer 2

• control the flow and direction of the conversation
• facilitate the customers understanding
• demonstrate concern and understanding
• uncover important information

Question 3

controlling amount and specificity of information

Answer 3

• open-end questions
• closed-end questions
• dichotomous/multiple-choice questions

Question 4

types of questions (4)

Answer 4

1. probing questions
2. evaluative questions
3. reactive questions
4. tactical questions

Question 5

probing questions

Answer 5

designed to penetrate below generalized or superficial information

Question 6

evaluative questions

Answer 6

use open and closed end question formats to gain confirmation and to uncover attitudes, opinions, and preferences of customer

Question 7

reactive questions

Answer 7

refer to or directly result from information previously provided by the other party (you mentioned that…)

Question 8

Tactical Questions

Answer 8

used to shift or redirect the topic of discussion (earlier you mentioned that..)

Question 9

SPIN

Answer 9

• situation questions
• problem questions
• implication questions (consequences of problem)
• need-payoff questions (focus on solution)

Question 10

Situation Questions

Answer 10

• finding out facts about the buyer’s existing situation

Question 11

Problem Questions

Answer 11

asking about problems, difficulties or dissatisfactions that the buyer is experiencing with the existing situation

Question 12

Implication Questions

Answer 12

asking about the consequences or effects of a buyers problems, difficulties or dissatisfactions

Question 13

Need-Payoff Questions

Answer 13

• asking about the value or usefulness of a proposed solution

Question 14

ADAPT

Answer 14

assessment
discovery
activation
projection
transition

Question 15

assessment

Answer 15

broad bases and general facts describing situation, open ended

Question 16

discovery

Answer 16

probing information gained in assessment, open ended

Question 17

activation

Answer 17

show the negative impact of a problem discovered in the discovery sequence

Question 18

projection

Answer 18

projects what life would be like without the problems

Question 19

transition

Answer 19

confirms interest in solving the problem, transitions to presentation of solution

Question 20

SIER hierarchy of active listening

Answer 20

sensing
interpreting
evaluating
responding

Question 21

understanding the superiority of word pictures (3)

Answer 21

1. Generate a mental picture in the receivers mind
2. Use words and phrases that convey concrete and detailed meaning
3. Integrate relevant visual aids into verbal communication