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Question 1 of 10
A disciplined approach to listening to customers and translating their wants and needs into products and services is the basis for managing the customer relationship and meeting potential buyer needs.
Question 2 of 10
Once you understand the stated and unstated needs of the customer, you are in a position to make recommendations.
Question 3 of 10
Responding to what you are hearing is an important aspect of the listening process.
Question 4 of 10
People want, as a minimum, to get what they expect.
Question 5 of 10
Because the same features will offer different benefits to different customers, the target should cover all features.
Question 6 of 10
Function-benefit-feature (FBF) selling presentations are effective because they work.
Question 7 of 10
Customer service aids profitability, and ensures that you, as a company, are in the best position to provide your customers with what they want to meet their needs.
Question 8 of 10
Describing the feature and then moving to the benefits allows you to ‘connect the dots’ for your customer.
Question 9 of 10
The potential customers in your organisation come into a transaction with preconceived ideas about what they want and what they need, and most importantly, what they expect.
Question 10 of 10
A feature is the payoff of the advantage, or the value it provides to this individual customer.