Sales Success Profile - Sample Questions
In retail, asking a customer,
"Can I help you?", will most likely result in the answer, "I'm just
looking". Which is a better approach?
1. "Can I help you find what you're looking for?"
2. "Are you looking for something special?"
3. "Just help yourself, and call me if you need something."
4. "Thank you for coming in, I'll give you a moment to look and then answer any questions you may have."
5. "Are you looking for something for yourself, or a gift?"
6. "Let me show you where the sale merchandise is at."
7. "None of the above."
Why do people buy things?
1. Keep up with the competition.
2. To improve their self-image.
3. Keeping up with the Jones'.
4. Pride of ownership.
5. To make their company operate more efficiently.
6. They simply need it.
There are a number of reasons to
ask customers questions during your sales presentation. What answer(s) below
best reflect the reason(s) why you should ask your customer questions?
1. Promotes customer involvement in the presentation.
2. Maintains interest in your sales presentation.
3. Helps you determine the needs of the customer.
4. Helps you qualify the customer.
5. Only answers 1 and 2.
In a retail environment, why
should a salesperson promptly acknowledge every customer's presence?
1. It's good business practice.
2. It's the polite and courteous thing to do.
3. It can deter a potential shoplifter.
4. It's a good icebreaker for when you later offer them your assistance.
5. All of the above.
It is said that customers buy
"emotionally" then "justify or rationalize" their purchase logically. Given
this theory, what would be the best approach to use in attempting to sell a
business executive a new German car?
1. "A high level executive, such as yourself, understands that you get what you pay for, wouldn't you agree? This investment in fine German craftsmanship will insure you many years of trouble free driving performance".
2. "As a key executive in your organization, it's important not only for you to be successful, but to look successful. This beautiful automobile will make a statement. Your customers will know that because you demand quality, you probably run your business the same way!"
3. "Do you know of any of your business friends or associates whose business sense you really admire?" If they answer "Yes" say "How many of them would like to own a car like this? Doesn't that tell you something?"
4. "This is the most prestigious car on the market. Anyone who is anyone has got one. You don't want to be the last one to join the crowd do you?"
5. "Have you ever been embarrassed to use the family car to drive an important client around town? Your investment in this fantastic example of German technology will insure that you are never ashamed of your car again."
When you ask a "closing"
question, you should immediately:
1. Summarize all the key features quickly to refresh their memory before they say "NO".
2. Ask if you did a good job in presenting the product.
3. Ask if the product is out of their price range.
4. Re-emphasize quickly that this is the best product for the price on the market.
5. Say you will leave to give them a few minutes to consider their answer.
6. Shut up.
A gentleman comes in with his
14-year-old son. The gentleman says he is interested in a computer for his
son for educational reasons. A good customer involvement technique would be
1. Power up a popular game that has sophisticated graphics and show them just how much fun a computer can be.
2. Get an educational software program. Let the father read the directions to you as you load the program.
3. Get an educational software program, seat the son at the computer, give the instructions to the father and guide them through a session.
4. After letting the son use the computer, ask the father about any specific interests he may have, and demonstrate a program that might also meet the father's needs.
5. Both 3 and 4.
A common "put off" experienced by
every salesperson is the "I'll think it over". A good salesperson should
1. "I really appreciate that you came in, please think about it; if you have any questions, please call me".
2. Ask, "What is there to think about?" Then proceed to once again go over all the features and the answers you have given to overcome their objections, and try to close.
3. "I think it's important for you to think it over, but don't wait too long. We never know when we may have a price increase".
4. "Great, take all the time you need, but I only have one of these left in a box, and I had some other customers looking at this same unit".
© 1992 Copyright for the $ales $uccess Profile is held by Gregory M. Lousig-Nont, Ph. D. All Rights Reserved.
The $ales $uccess Profile® complies with the Equal Employment Opportunity Commissions Guidelines and Employee Selection.
Richard E. Gaudette is an
for the Sales Success Profile®
Call Toll-free at 888-772-4637
for more information on how to obtain the Sales Success Profile®
firstname.lastname@example.org Fax: 508-529-3413
Double Eagle Communications, Inc. 84 Glen Avenue Upton, MA 01568 USA