Free CSE Negotiation & Closing Techniques Questions and Answers — Questions and Answers
Question 1: What is the primary goal of the 'Assumptive Close' technique in sales?
- To pressure the customer into buying.
- To assume the sale is made and proceed accordingly. (Correct answer)
- To offer multiple product options.
- To summarize the product features.
Correct answer: To assume the sale is made and proceed accordingly.
The 'Assumptive Close' is a sales technique where the salesperson proceeds with the assumption that the customer has already decided to buy. Instead of asking 'if' they want to buy, the salesperson asks 'how' or 'when' they would like to proceed, such as 'When would you like this delivered?' or 'Will that be cash or card?'. This subtle approach guides the customer towards finalizing the purchase without direct pressure.
Question 2: Which closing technique involves presenting two choices to the customer, both leading to a sale?
- Summary Close
- Puppy Dog Close
- Alternative Close (Correct answer)
- Takeaway Close
Correct answer: Alternative Close
The Alternative Close is a sales technique that presents the customer with two choices, both of which lead to a sale. For example, a salesperson might ask, 'Would you prefer the red model or the blue one?' or 'Will you be paying by credit card or direct debit?'. This method makes the decision about *which* option to choose, rather than *if* to buy, simplifying the closing process.
Question 3: In negotiation, what does 'active listening' primarily help a salesperson achieve?
- Identify the customer's weaknesses.
- Prepare a scripted response.
- Build rapport and understand customer needs. (Correct answer)
- Close the sale immediately.
Correct answer: Build rapport and understand customer needs.
In negotiation, active listening is crucial for building rapport and truly understanding the customer's underlying needs, concerns, and motivations. By fully concentrating on what the customer is saying, both verbally and non-verbally, a salesperson can gather vital information. This understanding allows them to tailor their pitch, address specific objections, and propose solutions that genuinely resonate with the customer, fostering trust and a stronger relationship.
Question 4: What is the purpose of the 'Puppy Dog Close' technique?
- To offer a discount for immediate purchase.
- To allow the customer to experience the product before buying. (Correct answer)
- To summarize all product features.
- To withdraw the offer to create urgency.
Correct answer: To allow the customer to experience the product before buying.
The 'Puppy Dog Close' technique aims to allow the customer to experience the product or service firsthand, often through a trial period or demonstration. The idea is that once the customer has the product in their possession and experiences its benefits, they will become emotionally attached and find it difficult to part with, thus increasing the likelihood of a purchase. It leverages the power of ownership and experience.
Question 5: Which technique involves summarizing the key benefits before asking for the sale?
- Assumptive Close
- Summary Close (Correct answer)
- Alternative Close
- Puppy Dog Close
Correct answer: Summary Close
The Summary Close technique involves reiterating all the key benefits and features of the product or service that the customer has shown interest in throughout the sales presentation. By summarizing these points, the salesperson reinforces the value proposition and reminds the customer of everything they stand to gain. This builds a strong case before asking for the final commitment to purchase.
Free CSE Negotiation & Closing Techniques Questions and Answers
What is the primary goal of the 'Assumptive Close' technique in sales?