Sales Techniques and Strategies Flashcards

A customer says 'I need to think about it.' What is the best sales response?

Answer: Ask what specific concerns are making them hesitate

Probing for the specific objection allows the associate to address the real concern rather than guessing or using pressure tactics.

Which selling technique focuses on identifying the customer's problem before presenting a solution?

Answer: Consultative selling

Consultative selling positions the associate as an advisor who diagnoses needs before recommending products.

What does the acronym SPIN stand for in the SPIN Selling methodology?

Answer: Situation, Problem, Implication, Need-Payoff

SPIN Selling uses four question types—Situation, Problem, Implication, and Need-Payoff—to guide the customer toward recognizing value.

A customer is comparing your product to a competitor's lower-priced option. The best response is to:

Answer: Emphasize the unique value and benefits your product offers

Differentiating on value rather than price protects margin and builds long-term customer confidence.

Which of the following is an example of an open-ended question?

Answer: 'What features are most important to you in a product like this?'

Open-ended questions cannot be answered with yes or no and encourage customers to share more detailed information.

Cross-selling is best described as:

Answer: Recommending complementary products to an existing purchase

Cross-selling increases transaction value by suggesting items that naturally accompany what the customer is already buying.

The 'feel, felt, found' technique is primarily used to:

Answer: Empathize with and overcome customer objections

This technique validates the customer's concern, relates it to others who had the same feeling, and shares a positive outcome they discovered.