Customer Needs
Settings
Module 15 - Cusotmer Needs AnalysisPassing this quiz with an 80% will allow you to mark this as a completed item in your IDP's.
- 1.When offering BBI products to our customers, we are:
- A.
Simply selling products.
- B.
Serving customers by meeting their current & future needs.
- C.
Building rapport with the customer.
- D.
Meeting our customers needs.
- E.
Following CQ guidelines.
- 2.Asking your customer questions:
- A.
Means you will lose control of the call.
- B.
Is a waste of time.
- C.
Helps you understand their needs.
- D.
Doesn't work in sales.
- E.
Positions you to close the sale.
- 3.True or False - Customers like telling you what they need.
- A.
True
- B.
False
- 4.When we meet our customers needs, we:
- A.
We build relationships.
- B.
We establish rapport.
- C.
We create loyal customers.
- D.
All of the above.
- 5.We should ask our customers:
- A.
Closed ended questions
- B.
Open ended questions
- 6.After asking our customers a question, what is the most important thing to do?
- A.
Close the sale.
- B.
Actively listen to their answer.
- C.
Ask another question.
- D.
Make a sales pitch.
- 7.Which of the following will help you listen to your customer better?
- A.
Use your mind - Concentrate on what the customer is saying.
- B.
Have your headset on.
- C.
Have a positive attitude.
- D.
Ask probing questions.
- E.
All of the above.
- 8.Mark other ways to that will help you listen to your customer. List all that are correct.
- A.
Control your environment, limit your distractions.
- B.
Listen to your customer's whole message, don't block it out trying to plan a response.
- C.
Jot down quick notes while listening, reflective comments on what the customer stated.
- D.
Be involved in other conversations around you.
- E.
Ask the customer to repeat themselves.
- 9.What plays the largest role in connecting listening skills with selling BBI products?
- A.
Sales technique.
- B.
Following your scripts.
- C.
Building rapport.
- D.
Asking open-ended questions.
- E.
Product knowledge.
- 10.Why open-ended questions?
- A.
To allow the customer to give a long answer.
- B.
To waste time, increasing talk time.
- C.
To give them an easy out with a yes or no answer.
- D.
To determine, who, what, where, who and how.
- E.
Because that's what Alex wants.
- 11.Open-ended questions allow you to:
- A.
Build rapport & show genuine interest.
- B.
Find out things you didn't want to know about the customer.
- 12.Best practices to find out what the customers need... answer all that apply.
- A.
Ask good questions.
- B.
Listen, stay focused.
- C.
Avoid bank jargon.
- D.
Be friendly.
- E.
Be motivated.
Back to top